Mona Eilouti

Accountable lead for User Onboarding and Authentication, part of User Account and Fraud Prevention domain. Including identity verification in the Klarna app and web, using internal and external suppliers. Owned budget of 43mUSD annually on supplier spend.

• Defined and executed on the group strategy focused on the improvement of user conversion and decreasing the cost. Leading projects aims to revamp the onboarding step-by-step flow, introduce improvement, and kick off using the app as an authenticator;
• So far optimized conversion rate by 5% at the first step of user’s signup and login by removing unnecessary friction in the flow;
• Introduced an Open AI based bot connected to users authentication database, that decreased by ~50% engineering time on support requests/experiments followups.
• Owned due diligence, contracting and commercial negotiations with 3 major authentication services providers. Achieved cost improvement of 24% on an annual contract by modeling volumes and negotiating the most beneficial cost structure.

Lead and optimized an automation tool that is dedicated for internal operation’s team actions for the live delivery process. On top of the automation tool I proposed and established an experimentation tool. (0 to 1 product) that allowed the operations team to test changes on the configurations (in seconds granularity), then viewing the results of their A/B/C tests on a clear dashboard that not only shows the impact of the change for the top logistics KPIs but also suggests actionable insights to the operations team to optimize further the delivery lifecycle and selected KPIs.

Successful experiments resulted in

• Increased response time-to-action once an issue is triggered by introducing and automation of actions taken by operational team (such as advising drivers to head to certain location);
• Improved delivery speed from 23 minutes to 20 minutes on average for 12 out of 20 markets by finding patterns and issue trends per each market. Worked with the analytics leads and local market teams to implement suggestions on the improvement of the delivery speed based on the data;

Besides leading the automation tool, I also lead data science team with main responsibility for creating a new dynamic data model for more accurate vendor location and linked it directly with the driver’s updates which resulted in reducing the number of false positive issues triggered and more accurate delivery time estimates, for last-mile logistics.

Responsible for Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.

• Working closely with sales and marketing departments to develop and deploy CRM solutions that includes Dynamics CRM Business Analysis and Customer Service tools. that speeded up the process of any customer inquiry as it was still being done manually on paper before.
• Created a new rewards program for customers which resulted in increased shopping basket size and frequency of interactions within the store.

• Worked on enhancing the intelligence of job/talent matching and building the smart job recommendation system.
• Monitor usage and proactively contact clients and lead training to ensure success in meeting business goals, set the right strategic planning framework, enhance their utilization, and educate on the value they can generate from their current solutions via an on-boarding process and training sessions.

• Business engagement management for retention/renewal.
• Responsible for developing and implementing long and short term business plans.
• Responsible for overall success of project engagements.
• Work closely with engineers assigned to ensure deliverables are on track, hours and budget are being managed to SOW, and on scope creep and change orders.

Selected to participate at TechWomen Program is an Initiative of the U.S. Department of State's Bureau of Educational and Cultural Affairs (techwomen.org)
I was hosted by LinkedIn HQ and worked as a Business R&D engineer where my role was

• Perform analysis and generating reports using MySQL
• Create and improve recommendation algorithms for skills and job titles
• This exchange program included extensive courses in strategic planning and Product Management that opened many doors for me later on and helped me in the transition to PM role

Enhance Job search results and recommended jobs model and provide /execute usability enhancements.

• AOLServer, TCL Development
• ORACLE, MySQL and PostgreSQL as DB
• HTML, JavaScript, CSS, AJAX and JQuery libraries.
• Python on Twisted framework.