As the Product Manager of the Customer Care squad at blu bank, I lead a dynamic team comprising software engineers, designers, scrum masters, call center teams, and business stakeholders. My role involves close collaboration across these diverse groups to enhance customer support systems and improve overall customer satisfaction.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Conducted a comprehensive benchmark analysis of live chat and call software for our call center, leading to the selection and successful implementation of a new platform. This project, executed in collaboration with the key business stakeholders, involved close coordination with technical and call center teams to ensure a seamless transition and resulted in enhanced customer and agent experiences and improved key call center metrics.- Achieved a 17% reduction in human load on the call center by designing and implementing an IVR (Interactive Voice Response) system, streamlining the process and efficiently directing customer inquiries.- Reduced call center load by 12% through the enhancement of FAQs on both our application and website, making it easier for customers to find the information they need without contacting support.- Enhanced the customer chat experience by integrating an AI generative chatbot into our live chat software, providing instant and accurate responses to customer queries.- Designed and implemented a new customer feedback process, allowing us to gather valuable insights and continuously improve our services based on real customer experiences.

At DigiKala, the leading e-commerce platform in Iran with over 50 million users, I served as a Product Manager within the Delivery team. I focused on optimizing Sort, Dispatch, and Mid-mile platforms, and spearheaded the "Drop Shipping" project, a Logistics-as-a-Service platform. This project was launched across 300+ distribution centers, fulfillment center, and sorting center, ensuring operational continuity and process improvements.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Played a key-role in designing, delivering and launching a nationwide Logistics-as-a-Service platform (Drop Shipping) across +300 distribution centers, handling over 60,000 daily shipments.- Collaborated closely with engineering, design, BI, and operations teams to develop and implement the new platform, ensuring seamless integration with existing logistics infrastructure.- Achieved 23% chute congestion reduction on Parcel Sorter Machine.- Optimized planning of Parcel Sorter Machine, resulting in 12% efficiency improvement.

As an Associate Product Manager in the Delivery team, I am responsible for optimizing and improving Sort, Dispatch, and Mid-mile software.

As a Product Manager Trainee in Talent Program at Snapp! Cab, the leading ride-hailing platform in Iran with over 72 million users, I worked closely with the Product Director to explore and develop new features using the SDLC 2.0 method. My responsibilities included feature discovery, presentation to various teams and verticals, and comprehensive documentation.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Discovered and documented three major features: Scheduled Ride, Carpooling, and Mixed Ride.- Created wireframes and user journey maps for the Carpooling feature, providing a clear insight on user needs and the offered solution.- Learned a new product development methodology, SDLC 2.0, enhancing my skills on how to contribute to more efficient development processes.

Working on AI-based products in the e-commerce field, trying to help people choose the best products based on their needs. Our efforts were focused on developing a Recommender System As A Service & a Questionnaire-based Recommender.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Designed an innovative AI-based recommendation system, utilizing user questionnaires to provide personalized product suggestions.- Conducted in-person user surveys with a diverse group of 10+ individuals, validating the new business idea by market research, benchmarking, and aligning it with user needs.- Developed a comprehensive go-to-market strategy and roadmap for the AI-based recommendation system.- Overcame internal team challenges, demonstrating adaptability and problem-solving skills in a startup environment.

𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Effectively managed stakeholder expectations and fostered collaborative communication within the team to ensure project alignment.- Led and supervised a team of 4 to 7 members, ensuring timely delivery of projects with a focus on high-quality outcomes.

𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Designed and delivered over 30 websites and mobile applications, encompassing user experience (UX) and user interface (UI) design.