Shahieda Benjamin

A results-driven Customer Success, Academic Operations and Programme Management leader with more than 20 years of experience spanning Higher Education, Education Technology (EdTech), Government and Financial Services. I partner with organisations and their stakeholders to elevate service delivery, strengthen relationships and translate strategy into measurable operational results. Most recently, as Academic Manager at 2U (edX), I supported portfolios of 30–60 educators across approximately 30 online programmes delivered in partnership with globally respected universities including the University of Cape Town, University of Toronto and National University of Singapore, with additional portfolio support for Harvard and Yale.

Across every role, I have been trusted to build high-performing teams, resolve complex challenges and create experiences that leave customers, colleagues and partners genuinely supported. Honours-qualified in Industrial Psychology and Psychology, I bring a rare combination of behavioural insight, analytical rigour and operational leadership.

My approach is collaborative rather than directive: I lead by bringing people together, listening deeply and empowering others to do their best work. I am now seeking opportunities where I can contribute strategically while continuing to grow as a leader in customer success, programme management and organisational excellence.

Academic Manager - 2U (edX)

(2023-06 - 2025-12)

Supported educator portfolios of 30–60 educators delivering approximately 30 online programmes, ensuring operational excellence, educator engagement and exceptional stakeholder experiences.

• Managed educator onboarding, scheduling and operational support across the portfolio.
• Partnered with internationally recognised universities including the University of Cape Town, University of Toronto and National University of Singapore, with portfolio support for Harvard and Yale when required.
• Collaborated with Academic Analysis & Insights, Curriculum, Workforce Management, Recruitment, University Relations and Operations teams.
• Analysed operational and educator performance data to improve programme delivery.
• Supported educator development through coaching, guidance and constructive feedback.
• Leveraged Salesforce CRM and Workforce Management Systems to monitor operations and maintain accurate records.
• Resolved complex operational and stakeholder issues through collaborative problem-solving, contributing to high-quality online learning experiences.

Admissions Counsellor - 2U (edX)

(2021-05 - 2023-06)

• Guided prospective students throughout the admissions journey through consultative engagement.
• Assisted applicants with programme selection and admissions requirements.
• Consistently delivered high-quality customer experiences while achieving recruitment objectives.

Lead Associate (Promoted) - WNS Global Services – Prodigy Finance

(2019-01 - 2020-05)

Promoted in recognition of excellent performance and customer service.

• Managed complex education finance cases for predominantly international postgraduate students.
• Delivered support via telephone, email and live chat.
• Collaborated with internal departments to resolve escalated customer cases.
• Built long-term customer relationships through empathy, professionalism and responsiveness.

Servicing Agent - WNS Global Services – Prodigy Finance

(2018-06 - 2019-01)

• Managed loan servicing enquiries, repayments, settlements and account administration.
• Maintained high customer satisfaction while consistently achieving service standards.

Operations Manager / Team Leader - South African Revenue Service (SARS)

(2015-01 - 2016-12)

• Led a team of 16 employees responsible for customer service and operational performance.
• Managed workforce planning and daily operations, monitoring KPIs and service delivery standards.
• Coached and developed team members and managed escalated customer matters.
• Introduced staff recognition initiatives; awarded Best Team Leader.

Senior Tax Advisor - South African Revenue Service (SARS)

(2003-12 - 2014-12)

• Provided specialist taxation advice to individuals and businesses on complex legislative enquiries.
• Designed an improved customer authentication process.
• Frequently acted in leadership capacities during management absences.

Facilitator – National Gambling Programme - Kenilworth Addiction Clinic

(2002-05 - 2003-11)

• Facilitated support programmes and delivered behavioural change interventions.
• Supported clients and families through education and counselling.

Administrative Assistant - University of the Western Cape

(1999-01 - 2001-12)

• Coordinated academic administration and maintained departmental records.
• Supported academic staff and students with operational administration.

Bachelor of Arts (Honours) - Industrial Psychology - University of the Western Cape

Bachelor of Arts (Honours) - Psychology - University of the Western Cape