Shahram Fallahdoust-Senior Product Owner / Senior Business Analyst

Delivered a digital, non-profit neighborhood platform to connect older adults with volunteers for practical support and social companionship. Responsible for business analysis, requirement definition, platform evaluation and delivery of a locally scalable service solution focusing on AI-driven enhancements, data-based optimization and clear market positioning. Evaluated several low-code/business platforms including Odoo and Glide Apps and assessed monday.com as a CRM-like option before selecting Glide Apps for implementation. Implemented a non-native mobile and desktop application with Glide Apps and the web presence with WordPress. Tasks

• Gathering, analyzing and structuring business requirements for the product and service model
• Conducting market, target group and competitor analyses to position the offering
• Evaluating and selecting suitable low-code/business platforms for implementation
• Defining core user journeys, business processes and operational workflows for older adults, volunteers and administration
• Translating business requirements into functional requirements for profiles, task management, coordination, communication and notifications
• Guiding the implementation of the non-native mobile and desktop application in Glide Apps as well as the web presence in WordPress
• Preparing the business side for future AI-powered features such as intelligent matching and data-based optimization
• Ensuring compliance with GDPR requirements Results
• Successfully delivered digital support platform connecting older adults with volunteers
• Solid foundation for market positioning through market, target group and competitor analyses
• Delivered a functional non-native mobile and desktop application with Glide Apps and a supporting web presence with WordPress
• Established foundation for scaling and AI-based further development

Responsible for defining and prioritizing requirements for scalable e-commerce solutions with a focus on business goals, performance, internationalization and automation of core platform processes. Managed migrations and the integration of automated features to optimize the customer experience. Tasks

• Defining and prioritizing functional requirements for scalable and automated e-commerce platforms
• Managing migration projects for existing online stores
• Integrating and automating payment processes, translation and live chat features
• Designing functional requirements for an AI-powered chat/support agent including intent definitions, training data structure and escalation logic (human-in-the-loop)
• Defining KPIs to measure the success of the AI agent (e.g. first contact resolution, deflection rate, average handling time, customer satisfaction)
• Leading the functional aspects of UX/UI design and conducting usability tests
• Coordinating with stakeholders, development and external partners Results
• Modernized the user interface and significantly improved user flow
• Accelerated product search by over 70% through optimized and automated processes
• Increased performance by around 50%
• Successfully migrated a large online store with several thousand products
• Reduced manual support requests by introducing an AI-powered chat agent and increased self-service rate

Responsible for product and feature development of a cloud-based CRM product with web frontend and native mobile apps for iOS and Android. Focused on end-to-end product ownership from idea to delivery and on user-centered, scalable solutions. Tasks

• Defining the product vision and managing feature development throughout the entire lifecycle
• Structuring business requirements and translating them into user stories and epics
• Prioritizing and maintaining the product backlog
• Close collaboration with development, UX/UI and architecture
• Conducting business tests and approvals
• Preparing the go-live and handing over to production Results
• Successfully launched a new cloud-based CRM product
• Delivered native iOS and Android applications as well as a web frontend
• Consistent user experience across all channels
• Stable business foundation for further development and scaling

Responsible as Product Owner for the design, implementation, and delivery of a cross-platform Customer Self-Care portal and mobile applications. Focused on digital B2C customer journeys, self-service features, process automation, and a seamless user experience across web and mobile channels.

Tasks

• Product Owner in close coordination with the Chief Product Owner (CPO)
• Structuring and prioritizing functional requirements for automated customer and service processes
• Translating requirements into user stories and backlog items
• Close collaboration with development, UX/UI, and architecture Shahram Fallahdoust Page 4 | 6
• Ensuring consistent user guidance and feature parity across the cross-platform solution
• Implementation and further development of ePay and eDunning applications as cloud-based solutions
• Functional testing, acceptance, and coordination of onsite and nearshore teams

Results

• Successful launch of a B2C Customer Self-Care portal
• Automation of key payment and dunning processes
• Consistent user experience across web and mobile channels
• Improved efficiency, usability, and adoption of digital customer processes

• Multi-project management in the context of transition and merger of Germany's largest telecommunications company
• Domains: commissioning, value added/premium services, carrier billing/direct2bill, large account SMS, portal (Google Analytics, activity tracking, affiliate marketing), white-label web/portal, and apps for MVNOs/ethno brands
• Support in establishing the business case for a unified customer data base and standardization of the product portfolio
• Revision, structuring, and simplification of business processes
• Planning of project deliverables, schedules, resources, costs, and budget
• Coordination and communication with internal and external stakeholders, escalation management

• Complete overhaul and modernization of the CRM system within set time windows
• Support in optimizing the upgrade process and customer data migration
• Support in planning the upgrade
• Support in change and incident management

• Planning and operational management of a company-wide program for a new ticketing system, website and mobile apps
• Consolidation of backend systems and simplification of the pricing model
• Managing internal and external stakeholders to meet the program schedule
• Handling political conflicts in the project environment
• Preparation and execution of the IT software tender
• Preparation and finalization of IT software contracts
• Leading agile software development, testing and 3rd-level support
• Identifying and resolving weaknesses and errors

• Optimization and automation of call center processes
• Process and organizational analysis of complex customer communications
• Creating a transformation concept for call centers and communication channels
• Implementation of a multi-channel customer communication system with automation and archiving
• Conducting performance analyses to increase productivity
• Health checks and end-to-end monitoring of involved systems
• Project planning, control, budgeting and resource planning
• Coordination of integration and user acceptance tests
• Training of users and business units (go-live handover)
• Automation of IVR, OCR, contract and document management

• Implemented a new CRM solution (CRM, billing, EAI) for customer service and sales
• Defined business requirements and processes for call center, business sales, and campaign management
• Designed the role model and analyzed security concepts and interface design
• Optimized processes for customer service
• Led the team for order management, support/case management, and account portfolio
• Planned and led JAD workshops with business and system specialists
• Gathered requirements, designed business processes, and conducted gap analysis
• Created high-level and detailed functional design, validated the end-to-end solution