Summary
Overview
Work History
Education
Skills
Awards
Certification
Timeline
Generic

Mirna Gomaa

Account Management Lead

Summary

Results-oriented Account Management Leader with over 7 years of experience in logistics, e-commerce, and customer experience management. Skilled in driving client success, leading high-impact teams, and optimizing account strategies to achieve revenue growth. Recognized for hands-on leadership, cross-functional collaboration, and building strong merchant relationships in Egypt, KSA, and UAE.

Overview

9
9
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
2
2
Languages

Work History

Account Management Lead

ShipBlu
01.2025 - Current
  • Led and mentored a team of five account managers, focusing on performance KPIs, merchant retention, and overall satisfaction.
  • Achieved 98% merchant satisfaction (NPS/C-Cast), with a target of 100% by the end of the current quarter.
  • Acted as the commercial team's liaison with operations, overseeing pickup route alignment, and fleet coordination.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Forecasted monthly merchant volume, with 90% accuracy, based on run rates and elasticity models.
  • Increased picked order volume by 22.2%, leading to a 34% revenue growth since January.
  • Delivered actionable dashboards and strategic insights to the Commercial Director, CEO, and CFO.
  • Maintained an inactive merchant rate of just 5% through proactive communication and engagement.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Recovered 10% of churned merchants from Q4 2024 through targeted retention strategies.

Senior Key Account Manager

ShipBlu
01.2023 - 12.2024
  • Managed VIP and strategic accounts with over 90% retention through consultative, data-driven client engagement.
  • Led cross-functional growth initiatives with Operations, Tech, and Customer Support to unlock client success.
  • Drove revenue growth via targeted upselling and cross-selling strategies, based on performance insights.
  • Analyzed sales and customer data to identify trends, maximize profitability, and inform strategic decisions.
  • Collaborated with internal teams to ensure timely and accurate delivery of products and services to clients.
  • Played an instrumental role in winning new business through targeted prospecting and relationship building activities.

Senior Account Manager

ShipBlu
07.2022 - 12.2022
  • Supported onboarding and lifecycle management of high-potential merchants.
  • Conducted performance reviews, tracked SLAs, and ensured end-to-end satisfaction.
  • Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
  • Developed deep knowledge of customer businesses and relationship to company objectives.
  • Sold new products and services and developed new accounts to maximize revenue potential.

Senior Escalation Specialist

SIVVI.COM (Noon Group)
04.2021 - 06.2022
  • Resolved complex merchant and customer issues with speed and precision.
  • Created feedback loops to reduce issue recurrence and enhance process flows.

Senior Escalation Specialist / Senior Customer Support

Noon.com
07.2019 - 04.2021
  • Managed high-impact customer resolutions, analyzed pain points, and built reporting frameworks.
  • Trained junior staff and led special escalation taskforce across verticals.

Floor Associate

Fetchr
06.2016 - 07.2019
  • Led the WhatsApp support and back-office team; improved query turnaround by 25%.
  • Recognized for quality, consistency, and employee mentorship.

Education

Bachelor's Degree - Radio & TV Broadcasting

Misr University For Science And Technology
6th Of October City
01.2012 - 01.2017

Digital Marketing & Data Analysis Nanodegrees -

Udacity
09.2021 - 11.2021

Skills

Strategic client relationship management

Awards

  • Employee of the Year, ShipBlu, 2024/2025
  • Employee of the Year, Fetchr, 2017/2018

Certification

Certified Account Management Lead, Shipblu Technology - 2024/2025

Timeline

Certified Account Management Lead, Shipblu Technology - 2024/2025

03-2025

Account Management Lead

ShipBlu
01.2025 - Current

Senior Key Account Manager

ShipBlu
01.2023 - 12.2024

Senior Account Manager

ShipBlu
07.2022 - 12.2022

Digital Marketing & Data Analysis Nanodegrees -

Udacity
09.2021 - 11.2021

Senior Escalation Specialist

SIVVI.COM (Noon Group)
04.2021 - 06.2022

Senior Escalation Specialist / Senior Customer Support

Noon.com
07.2019 - 04.2021

Quality Performance, Fetchr - 2017/2018

09-2017

Floor Associate

Fetchr
06.2016 - 07.2019

Bachelor's Degree - Radio & TV Broadcasting

Misr University For Science And Technology
01.2012 - 01.2017

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Mirna GomaaAccount Management Lead