Zeana al-Karablieh
Operations Analytics @Poshmark
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WORK HISTORY
Operations Analytics @Poshmark
Redwood City, CA, US
Led the analytics that informed the redesign of the Support Center intake form and playbooks to boost self-serve and cut case load, reducing case-to-order ratio by 29% and increasing case deflection by 33%; the reduction saved about $25K per month and lowered both TTFR and TTR- Built the ROI model for AI chatbot, projecting ~40K deflections a month and associated cost savings based on engagement and workflows, and supported vendor evaluation to select a lower-cost, higher-service solution- Standardized operations metrics by defining owners, KPI, and taxomony, and rebuilt Looker reports into a single source of truth that improved forecasting and staffing decisions- Delivered a unified Monthly Business Review dashboard with live comments, clear definitions, and documented data sources to improve leadership visibility- Analyzed bottlenecks in the Authenticate flow from seller to Poshmark to buyer, which led to shorter processing times and days shipped and fewer disputes and condition issues.
EDUCATION
Friends School
High School, IB Science Diploma
Boston University
Master of Business Administration - MBA
Pitzer College
Bachelor's degree, Financial Economics
ABOUT ZEANA AL-KARABLIEH
I am passionate about creative thinking and problem-solving with a data-driven mindset. My interest in data analytics and business strategy, as well as my technical, communication and leadership skills, made me excel as a senior analyst. I have experience working with different teams as well as independently to solve critical business issues that influence corporate strategic decisions.
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