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
2025.01 - 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
2023.01 - 2024.12
- 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
2022.07 - 2022.12
- 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)
2021.04 - 2022.06
- 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
2019.07 - 2021.04
- 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
2016.06 - 2019.07
- 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 2012.01 - 2017.01
Digital Marketing & Data Analysis Nanodegrees -
Udacity
2021.09 - 2021.11
Skills
Strategic client relationship management
Coaching and development
Client success management
Performance metrics evaluation
Skilled in managing customer relationships using CRM software
Supply chain coordination
Interdepartmental project collaboration
Conflict resolution management
Collaborative teamwork
Customer engagement
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
2025-03
Account Management Lead
ShipBlu
2025.01 - Current
Senior Key Account Manager
ShipBlu
2023.01 - 2024.12
Senior Account Manager
ShipBlu
2022.07 - 2022.12
Digital Marketing & Data Analysis Nanodegrees -
Udacity
2021.09 - 2021.11
Senior Escalation Specialist
SIVVI.COM (Noon Group)
2021.04 - 2022.06
Senior Escalation Specialist / Senior Customer Support
Noon.com
2019.07 - 2021.04
Quality Performance, Fetchr - 2017/2018
2017-09
Floor Associate
Fetchr
2016.06 - 2019.07
Bachelor's Degree - Radio & TV Broadcasting
Misr University For Science And Technology
2012.01 - 2017.01