Lamyaa Mabrouk

Background

About Lamyaa Mabrouk

I am a team focused senior customer service and sales manager who has earned a reputation for building deep relationships and alliances by engaging in the in-depth discovery of the root causes of challenges. Through this discovery, I implement thorough engagement and performance management strategies that increase employee morale and propel high-performance teams to reach and exceed key performance indicators. My success is driven by leveraging a passion for providing service excellence and utilizing my 17 years of extensive expertise in management aspects such as recruiting, training, coaching, mentoring, and performance management. I am a change agent who can skillfully win the buy-in from employees, assisting organizations in executing strategies that align organizational mission and vision values. Key Accomplishments: I developed engagement programs to drive employee satisfaction and celebrate successes by delivering monthly employee emails, competition incentives, and recognition awards, which decreased customer complaints from 15% to under 3% in six months. Customer compliments also improved by 10% in consecutive months. I improved Key Performance Indicators (KPI) in all seven of my assigned teams in two months, leading them to be the region's highest performing team. We exceeded all KPI's in customer and partner satisfaction, productivity, employee satisfaction, recruiting, attrition, and budget spend. Collaborated with cross-functional teams in the successful relocation of 500 agents in a 3-day window during COVID-19 pandemic. I developed training and served as a transition ambassador providing support, expectations, and resources to employees during transitions to a virtual setting. Expertise: Teamwork | Management | Customer Service & Sales | KPI Management |High-Performance Teams | Employee Engagement | Cross-Functional Team Leadership