Ahmed Alaa

Operations and data professional with 3 years at Fedshi, moving from Customer Care to Retail Unit Supervisor, Account Manager, and, as of November 2026, Team Lead of Account Management. I taught myself SQL and Metabase and built the reporting dashboard that my team still uses as its standard. I own outcomes: OKRs, churn reactivation, ad performance, and process improvement. I am looking for a role where data and relationship-building meet, in analytics, account management, or leadership of either.

1. Nov 2026 – Present

   Team Lead, Account Management

   Fedshi · Baghdad, Iraq (On-site)

   CURRENT
   • Lead the Account Management team serving high-tier resellers, setting priorities and standards for how accounts are supported and grown.
   • Coach account managers on retention, reactivation, and data-informed account planning.

2. Dec 2025 – Oct 2026

   Account Manager, High-Tier Resellers

   Fedshi · Baghdad, Iraq (On-site)

   • Managed a portfolio of high-tier reseller accounts, providing operational support to sustain steady order volumes and scale their businesses.
   • Led reactivation of churned accounts through targeted operational support, turning inactive users back into top-performing partners.
   • Analyzed account performance to spot trends and tailor support per partner.
   • Earned promotion to Team Lead within about 11 months.

3. Jun 2025 – Nov 2025

   Retail Unit Supervisor

   Fedshi · Baghdad, Iraq (On-site)

   • Supervised and scaled a network of retail agents, covering onboarding, performance tracking, and order growth with optimized ROAS.
   • Built the unit's first Metabase dashboard from scratch to track acquisition and agent performance; it remains the team's standard reporting tool.
   • Ran training and development and process improvements to build a high-performing team.

4. Nov 2024 – Jun 2025

   Performance Marketing & Pricing Analyst (Part-time)

   Fedshi · Baghdad, Iraq

   • Managed data-driven ad campaigns and analyzed ROAS, CTR, and CPA to optimize budget allocation and conversion rates.
   • Ran A/B tests and interpreted marketing performance data.
   • Conducted competitive market pricing research (Minimum Market Price vs. Sponsored Price) to support the Commercial Team's pricing strategy.

5. Sep 2023 – Jun 2024

   Customer Care Representative

   Fedshi · Baghdad, Iraq

   • Took ownership of the "Contact Rate" OKR; ran root cause analysis on ticket data and implemented fixes that reduced unnecessary contacts.
   • Streamlined communication between Customer Care and the Commercial and Tech teams, speeding up issue resolution.
   • Ranked as a top-performing agent on CSAT and Resolution Time while leading improvement initiatives.

• 01

  Dashboard that became the standard

  Built the Retail Unit's first Metabase dashboard from scratch; still the team's reporting tool.

• 02

  Churn turned into top partners

  Reactivated churned high-tier reseller accounts through targeted operational support.

• 03

  Self-taught, applied fast

  Learned SQL and Metabase without formal training and used them on business-critical reporting.

• 04

  Fast-track growth

  Customer Care Representative to Account Management Team Lead in about 3 years.

• Email ahmedalferaji@gmail.com
• LinkedInlinkedin.com/in/ahmedalaa43
• Phone+964 772 122 9396
• LocationBaghdad, Iraq