Farima Feizian

*Coordinated seven concurrent international projects with budgets of €600K–€ 1 M end–to–end, aligning finance, technical, and external teams and acting as the central point of coordination for cross-functional requests. *Built real-time Power BI dashboards on project KPIs for stakeholders, cutting manual reporting time by 30% and supporting faster leadership decisions. *Standardized QA processes, SOPs, and work instructions across +15 external partners, reducing delivery errors by 25% through continuous pro

*Streamlined data management processes for engineering teams, reducing project delays through improved accuracy and consistent version control across multiple documents. *Administered document tracking systems that improved accessibility for project teams and achieved a 100% compliance rate during audits by keeping all documents current and correctly managed. *Conducted rigorous data quality assurance checks that minimized costly downstream errors.

* Authored a comprehensive master’s thesis on customer retention strategies for the e-mobility sector, focusing on loyalty drivers that can significantly impact consumer behavior and brand loyalty. * Conducted extensive competitor benchmarking and SWOT analyses to provide senior leadership with actionable insights that informed strategic decision-making for market positioning within the Volkswagen Group. * Developed a set of targeted recommendations aimed at enhancing Elli’s competitive edge in the rapidly

*Resolved +1,000 billing and service cases in Salesforce and Zendesk and managed +500 escalated cases across European markets, collaborating with finance, quality, and product teams. *Led an end-to-end dunning campaign that recovered 100% of outstanding customer payments while retaining the customers involved. *Designed and delivered a training and onboarding program for +9 external agents, standardizing case handling and reducing ramp-up time. *Produced weekly Customer Care KPI reports in Salesforce for pr

*Increased customer retention by 60% through targeted CRM lifecycle programs and cut campaign launch time by 75% by optimizing workflows and automating manual steps. *Raised repeat purchases by 40% through customer segmentation and journey analysis, and built CRM dashboards in Salesforce and Tableau that improved sales visibility by 50%. *Worked cross-functionally with sales, product and design to standardize campaign processes and reporting.

*Thesis: "Customer Retention Strategies: Enhancing Customer Loyalty and Sustaining Business Growth in E-mobility Service Provider Companies." * I developed skills in global strategy, finance, and leadership through real-world case studies. Some of my main projects are: • Analyzed L'Oréa