Gelareh Davoudi

Gelareh Davoudi Tehran,- Education (2010 – 2015) Industrial Engineering, Majoring Planning and Analysis of Systems (B.Sc.) Qazvin Azad University (GPA: 14.34/20) Mathematics and physics, High school diploma (GPA: 15.29/20) (2010) Areas of Interest • Business Processes Development and Management • Business Intelligence • • Project Management Data Collection and Analysis • • Customer Experience Management Supply chain and e-Commerce Professional Experience Ide Novin Tejarat Romak(bamilo.com)-Iran’s first online marketplace (Sep 2016 – Present) Project manager, reporting to CEO Major projects: • Customer Experience and Marketing o NPS and CES Study: Stablished a process for receiving customer feedback through designing surveys, reporting and presenting insights of Net Promoter Score (NPS) and Customer Effort Score(CES); Rooting customer issues back to departments and processes, and providing suitable solutions. o Brand Study: Conducted focus group discussions, designed questionnaire, moderated meetings with targeted customers, and analyzed the data. This concluded to an understanding of brand image as well as positive and negative comments, competitor analysis, and brand personification. o Mapping Customer Journey: The most significant output of this project was customer touch points optimization as well as understanding where customer issues lie. o Marketing costs and campaigns analysis dashboard: Created a dashboard linking Google Analytics to cost and efficiency data of all marketing channels. Linked the aforementioned, to campaigns processes and added a tab for campaign performance overview. • Process Optimization o Delivery-time improvement: Conducted an overall analysis on delivery-time, designed new fulfillment criteria for vendors, defined and executed vendor incentives and penalties. leading to a 30% increase in vendor performance as measured by reduction in delivery time and cancellations. o Process Optimization: Process optimization in Vendor Services, Marketing, Call Center, and Operation Departments; creating capacity plan models, setting up Key Performance Indicators and building analytical and operational dashboards. • Operations and warehousing o FMCG Warehousing: Set up inbounding, warehousing and inventory management process for FMCG products merged with commercial team processes, building a dashboard as a monitoring tool. o Logistics Cost Analysis: Conducted a cost analysis for transportations between hubs, warehouse, and customers. The output is a model that calculates costs for drop shipping shipment types. o Write-off Process: Set up write off process between finance and returns for damaged products. • Other Responsibilities o Co-Leading and coaching the project team, including project executives and interns. o Creating status report presentations for the investors quarterly Ide Novin Tejarat Romak (bamilo.com)- Iran’s first online marketplace Head of Reverse Logistics, reporting to COO (Jan 2015 - Aug 2016) Built the team from scratch, key achievements and responsibilities were: • Initiated the basic processes, i.e. return from customers, return to vendors, and agreements with third party logistics. Developed the team and coached team members. • Improved team efficiency by automating manual tasks through product improvements requests. Made a capacity plan model for the team and also created a dashboard to track team performance. • Successfully set up Service Level Agreements (SLA) and Key Performance Indicators (KPI) for the team. • Cancelled and returned products inventory management within the warehouse. • Put together multiple dashboards using operational and logistics data for different teams currently being used by product managers. Negaaran Sign- Internal signs design and production Project Executive(part-time), reporting to Project Manager • (Sep 2014 - Dec 2014) Assigned company resources, i.e. labor and third-party production company capacity to projects according to priorities. Created Gantt charts for projects Created project status reports for Project Manager • • Skills and Languages Languages: English (IELTS-Band 7), Persian (Native), German (A2 proficiency) Computer Skills: Microsoft Excel (Expert), Microsoft Access (Expert), SQL (Intermediate), Microsoft Power BI (Expert), Microsoft Project (Intermediate), Microsoft Visio (Expert), R programming (Beginner) Professional Skills: Capacity Planning, Process Design and Development, Data Visualization and Dashboard Creation, PMBOK, Survey Design, Qualitative Data Analysis, Data Model Creation in Excel Hobbies • History and culture • Hiking and Mountain Climbing • International cuisine and tastes • Traveling