Ma Bakuma

Bilingual professional with 15+ years of B2B account management, client onboarding and customer success experience across pharmaceutical, healthcare, chemical and technology sectors.

Native

French speaker with C1 English — a strategic asset for companies operating across French-speaking European and African markets. Thrive on solving problems while balancing both business objectives and customer needs — finding solutions that work for all parties involved. Track record of managing complex international client relationships, hitting KPIs and coordinating across sales, operations and logistics teams. Proficient in SAP, Salesforce and EDI. Immediately available.

Onboarding & Account Management - DELIVEROO (DoorDash) - Manchester

(2025-04)

Primary commercial contact for newly signed restaurant and grocery partners across the Belgian French-speaking market, managing the critical first 60 days of platform engagement to maximise activation and revenue ramp.

• Delivered consultative guidance on menu optimisation and advertising tools; partners receiving tailored advice showed measurably higher order volume in the first 30 days.
• Consistently achieved top-quartile KPI performance across talk time (170 min) task completion(40), and productive shrinkage (55%), menu completeness (95%)targets within a high-volume team environment.
• Coordinated cross-functionally with Sales, Account Management, and Photography teams to resolve onboarding bottlenecks and accelerate time-to-revenue for new partners.

French Account Executive - CLINIGEN - Surrey

(2024-10 - 2025-02)

Managed French and Benelux market accounts for a specialist pharmaceutical distributor, processing and validating hospital requests for critical care medications. Ensured regulatory compliance with national health agency requirements, coordinated order registration and international transport logistics to deliver life-critical treatments to patients.

Customer Service Analyst & Coordinator - JANSSEN (J&J) - London

(2023-11 - 2024-09)

Processed and released EDI orders to the Sales Administration team, ensuring accurate invoice management and resolving discrepancies with IT teams within agreed SLAs. Coordinated backorder prioritisation and release during quota periods to ensure continuity of supply. Delivered monthly Customer Service performance reviews, translating data into actionable commercial insights for management.

Administrative Assistant - STERIS - London

(2021-09 - 2023-08)

Managed a portfolio of NHS hospital accounts across London, driving end-to-end sterilisation logistics for surgical instruments. Prioritised life-critical requests, coordinated cross-functional teams and ensured on-time collection and return to Kingston, Epsom and St Helier hospitals.

Sales & Logistics Assistant - HELM - Paris

(2012-12 - 2020-07)

Provided direct sales support to the commercial team across international accounts — order processing, CRM, accounts receivable follow-up and monthly sales reporting via SAP. Managed import operations of chemical products across European markets, ensuring compliance with trading regulations and issuing shipping and customs documentation. Handled inter-company billing and prepared monthly and annual closing reports.

Claims specialist - NIKE - Paris

(2009-10 - 2012-11)

Managed end-to-end order tracking and delivery coordination across international accounts. Resolved customer claims and delivery disputes, maintained SAP stock records and ensured accurate proof of delivery documentation.

Claims specialist - LA MAISON DU CHOCOLAT - Paris

(2004-11 - 2009-09)

Managed customer complaint resolution and after-sales service for a premium luxury brand. Coordinated cold chain logistics for temperature-sensitive products, ensuring compliance with preservation standards across the full delivery chain.

French high school certificate - Lycée Eugène Delacroix (2003)