Imane Lbouabi

Working as a Team Manager, I have developed strong expertise in team management, performance monitoring, and achieving operational targets.

Throughout my career, I have led teams in fast-paced environments, particularly in customer service and sales operations. In my current role, I manage both customer care and sales activities, with a strong focus on driving revenue performance. I closely monitor key sales KPIs such as RGU per hour, conversion rate (close rate), and in-service performance, identify performance gaps, and implement targeted action plans to improve productivity and conversion.

My role also involves supporting agents on a daily basis through performance coaching, live monitoring, and audits, ensuring continuous improvement in both sales techniques and customer experience. I work on strengthening upselling and cross-selling strategies, while maintaining high-quality standards and compliance.

Advisor at Uber (2016-09 – 2020-09)

• Advisor on the UberEats market in France and Belgium, working in back office, handling calls and creating restaurant menus.
• Launch team for the American and Canadian market on UberEATS, covering all three modalities (Northam).
• Advisor on the Uber transport market in the Netherlands, France and Belgium (inbound & outbound calls, chat, email).

Team Manager at Uber (2020-10 – 2025-02)

• Launch of the SORT market business under my supervision with a team of 32 people, including new recruits and senior agents (pilot activity for customer services through social media).
• Launch of SMCP (Sandro, Maje, Claudie Pierlot) (textile market, after-sales service).
• Launched the New Vertical Groceries business with a team of 17 people (everything related to customer service for supermarkets and hypermarkets), chat and email support.
• Launch of the New vertical groceries activity, but this time focusing on delivery drivers (telephone service), with a team of 21 people, with agents this time working across all three modalities.
• Leading the customer service team in the US and Canadian markets (inbound and outbound calls, chat and email).

Team Manager at Telus (Crypto.com) (2025-02 – 2025-07)

• Launch of the Crypto.com market in Morocco, team lead for a team of 23 people (purchasing, sales and trading operations for cryptocurrency).

Team Manager at Cnexia (Bell Canada) (2025-07 – Present)

Managing both Customer Care and Sales departments, with a strong focus on performance optimization and revenue growth.

• Monitored and analyzed key sales KPIs including In-Service (M1), RGU per hour, and Close Rate to ensure achievement of business targets.
• Identified performance gaps and implemented data-driven action plans to improve conversion and productivity.
• Followed up on daily performance trends and adjusted team focus based on real-time results.
• Conducted daily, weekly, and monthly performance reviews with agents.
• Delivered targeted coaching sessions based on KPI performance (low close rate, low RGU/hour, low in-service).
• Provided real-time coaching through live monitoring and audits (chat, calls, email) to improve sales techniques and compliance.
• Supported agents in developing sales skills, objection handling, and upselling strategies.
• Tracked both individual and team performance dashboards to ensure alignment with company objectives.
• Produced performance reports and insights for management, highlighting trends, risks, and improvement areas.
• Focused on balancing productivity (RGU/hour) with quality (CSAT & compliance).
• Led team meetings and 1:1 sessions to communicate targets, priorities, and performance feedback.
• Acted as the main point of contact between management and the team.
• Drove engagement and accountability within the team to maintain high performance standards.

Bachelor's degree in Science, specializing in life and earth sciences (2009)

Economics – Faculty of Legal, Economic and Social Sciences, Casablanca (2009 – 2011)

Management, administration and business – Institute of Higher Management Studies (HEM) (2011 – 2013)

Graduate in Physiotherapy – Haute école de kinésithérapie, Casablanca (2013 – 2016)