Rawdah KHOODORUTH

Led global operations for ANKA, Africa’s leading SaaS marketplace platform, overseeing Customer Support, Engagement, and Services across Sub-Saharan region and US markets Drove the company’s customer-centric transformation by aligning people, processes, and technology to achieve scalable growth and operational excellence - Developed strategic programs to increase customer performance and revenue contribution, adding €100K+ per month in recurring gains. - Led three international teams (Support, Engagement, Services) to deliver outstanding results, driving NPS growth and reducing churn to below 5% YoY per tier - Defined and implemented a fraud assessment and risk mitigation framework, maintaining exposure at <1% of transactions across all services - Rebuilt operational foundations, standardizing processes and KPI frameworks to ensure scalability and data-driven decision-making - Partnered with Tech and Product to automate core workflows - Collaborated with executive leadership to align OKRs, optimize resource allocation, and ensure full compliance across regional operations - Strengthened partnerships with payment and logistics providers to enhance cross-border seller satisfaction and service reliability Core Skills: Operations Leadership - SaaS Marketplace Strategy - Customer Experience Optimization ·- Process Automation - Cross-Border Operations - Fraud & Risk Management - KPI-Driven Performance - Strategic Planning - Team Leadership - Stakeholder Management

Directed multi-department operations (Financing, Logistics, Payment) to grow marketplace revenue and enhance service satisfaction - Built credit facilities enabling merchants to scale their business - Diversified shipping partnerships, improving service coverage and reducing cost-to-serve - Strengthened payment infrastructure and onboarding flow for African markets. - Implemented risk moderation systems across multiple products and services

Defined the logistics vision and strategy for the African market - Built the logistics team from the ground up and designed the P&L and KPI dashboards. - Negotiated partnerships with top carriers and fulfillment providers across 5 key countries (From East to West Africa) - Launched new product features that improved delivery performance and merchant retention

Managed logistics operations for large-parcel products (+30kg) in one of Europe’s largest e-commerce companies - Led continuous improvement projects to optimize lead time and fulfillment costs. - Negotiated and managed relationships with warehouses and carriers. - Coordinated multi-departmental projects to enhance delivery performance.