People leadership & growth
Clear roles, specialization, onboarding, feedback, and an environment where people move from general response handling toward problem ownership and specialist knowledge.
Farzad Maleki
User Support & CRM Manager (Voice of User) | Operations Design | AI & Automation
People LeadershipTeam growth, ownership & role development
Voice → ActionTurning feedback into actionable signals
Ops DesignTurning friction into repeatable systems
AI × AutomationReducing manual work, increasing leverage
My career has evolved from frontline user interaction and high-volume operations into team leadership, cross-functional operating design, and intelligent system building. I do not stop at reporting a problem; I turn it into process, data, tooling, ownership, and a learning loop so teams work more effectively, decisions become clearer, and organizational knowledge lasts.
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Professional Summary
A combination of human understanding, operational leadership, data-driven thinking, and the ability to build. Not merely a support manager and not merely an automation builder — I operate at the intersection.
Turning voice into decisions
Turning scattered user feedback into patterns, risks, priorities, management insight, and traceable action for relevant teams.
Operations design & automation
Identifying manual work and hidden friction, then turning them into workflows, dashboards, rules, and repeatable loops.
AI as a force multiplier
Using AI for analysis, development, learning, quality control, and reducing cognitive load — while keeping final judgment and accountability human.
From doing the work to building a system that does the work better
My recurring pattern is to find the problem hidden inside everyday work, understand its root and impact, turn it into an executable solution, and then convert that solution into tooling or knowledge that does not depend on one person.
DiscoverHidden challenge & friction
DesignProcess & ownership
BuildData + AI + Automation
LearnMonitor & iterate
My Journey
The journey runs from the earliest experience on the left to the current role on the right; arrow direction adapts automatically for English.
Sales & E-commerce2009–2012
Sales & Supervision2014–2020
Financial Data Ops2020–2022
Support & Pattern Discovery2022–2024
Voice of User Leadership2024–Now
Professional Experience
01
Apr 2024 — Present
Voice of User Team Lead
Moj-e-Telefon Hamrah / Badesaba
Leading team operations and quality, people development, Voice-of-User analysis and escalation loops, ongoing collaboration with product and other functions, and building dashboards, automations, knowledge assets, and decision-support reporting to make operations more scalable.
Documented detail & responsibility scope
- Shifted support from pure response handling toward a structured source for decision-making and product improvement.
- Designed and matured meetings, reports, follow-up mechanisms, action ownership, and outcome re-check loops.
- Led onboarding, specialization, and role development across different operational areas.
- Built AI-assisted and n8n solutions to reduce manual work, improve operational visibility, and free capacity for higher-value analysis.
- Owned end-to-end live hosting of Badesaba spin-the-wheel and campaign draw events, including run-of-show and scriptwriting; also provided voice-over for app feature tutorials and represented Badesaba for three consecutive days at the Khorasan Razavi Province Research & Technology Achievements Exhibition.
02
Jun 2022 — Apr 2024
User Support Specialist
Moj-e-Telefon Hamrah / Badesaba
Multi-channel user support, issue diagnosis, early-stage software testing, and actionable feedback — a period in which my focus evolved from resolving requests to identifying patterns and collaborating more closely with product and testing.
03
Feb 2020 — Apr 2022
Service Activation & Financial Data Operations Specialist
2020 Telecom Service — Khorasan Razavi
Worked in a high-volume operational environment, processing large amounts of payment data and using financial panels — strengthening operational accuracy, sensitivity to data inconsistencies, and status control.
Documented detail & responsibility scope
- Documented experience includes processing more than 400,000 payment entries, continuous work with banking panels, and service-activation processes.
04
Dec 2014 — Feb 2020
Sales Specialist & Sales Supervisor
2020 Telecom Service — Khorasan Razavi
Developed skills in needs discovery, persuasion, communication, high-volume interaction management, and early team-performance supervision — a foundation that later shaped my approach to user operations and people development.
Documented detail & responsibility scope
- Earlier records document a 70% sales success rate and experience managing a high volume of individual and team interactions during this period.
05
2009 — 2012
Sales & E-commerce Collaboration
Payegan E-commerce System (Setup)
My earliest professional experience in sales and e-commerce — the beginning of practical exposure to customer behavior, communication, and outcome orientation.
Online business & independent projects
Alongside my main organizational career path, I have also built and operated online specialist-translation services, marketing, customer communication, and digital assets.
Media, Events & Audience Engagement
My work at Badesaba has not been limited to behind-the-scenes operations. I have also contributed to audience-facing campaign events, product education content, and in-person brand presence.
LIVE CAMPAIGN EXECUTION
End-to-end live hosting of Badesaba spin-the-wheel and campaign draw events
Owned the end-to-end execution of live draw events for Badesaba's spin-the-wheel campaigns and payment services, including writing the run-of-show and host script, shaping the event flow, and hosting the live broadcast.
This public example documents my experience in live hosting, scriptwriting, direct audience communication, and end-to-end ownership of a campaign event.
PRODUCT EDUCATION
Voice-over for Badesaba app feature tutorial videos
Contributed to product education content by providing voice-over for videos explaining Badesaba application features and how to use them.
This experience reflects another side of user communication: turning product functionality into clear, usable guidance.
FIELD PRESENCE · AZAR 1402
Khorasan Razavi Province Research & Technology Achievements Exhibition
Represented Badesaba at its booth for three consecutive days during the Khorasan Razavi Province Research & Technology Achievements Exhibition, held for Research & Technology Week.
People Leadership
Building capacity, not merely assigning tasks. Individual names and granular shares are intentionally omitted; the focus is on a transferable leadership model.
VOICE OF USER / CRM
What does “Voice of User” mean in this role?
User support is not only a response channel. Real customer signals—from questions and suggestions to complaints, product issues and satisfaction—are captured and analyzed, then translated into actionable input for product, technical and commercial teams. The goal is to move support closer to an organizational decision-signal function.
Specialization & clear ownership
Separating domains and creating specialist ownership instead of relying on general response handling — to deepen knowledge, speed decisions, and improve accountability.
Onboarding, feedback & growth
Creating learning paths for new team members, using mentoring and ongoing feedback, and helping people move from task execution toward problem understanding.
Making real performance visible
Using data and reporting to replace vague impressions with a clearer view of capacity, focus, quality, and value-creating roles.
Reducing dependency on individuals
Turning experience, responses, decisions, and operational learning into reusable knowledge so team capability survives personnel changes.
Leadership principle: My goal is not to create people who depend on the manager. The target is a team that understands roles, builds expertise, recognizes problems, documents knowledge, and takes increasing responsibility independently. Dashboards, meetings, standards, and automation are tools for team growth, not the end goal.
AI-Native Operations
AI as a force multiplier for people and organizations
A central part of my current professional identity is the deliberate use of AI to see better, build faster, and reduce operational friction — not merely using a collection of tools. I have moved AI from a personal tool into a layer of the operating system: from ticket/document analysis to workflow design, code generation, response auditing, reporting, documentation, and learning, with one constant principle: AI should free human capacity, not blindly replace accountability and judgment.
1. DiscoverSpot patterns, repetitive work, hidden risk
2. DesignTurn the problem into rules, flows, and requirements
3. BuildAI-assisted development + n8n + API
4. GovernanceHuman-in-the-loop, QA, continuous improvement
Reducing cognitive load & repetitive workInitial screening, monitoring, alerts, data gathering, and recurring outputs are delegated to systems so people can spend more time on decisions, conversation, and analysis.
Accelerating learning & buildingAI shortens the gap between idea and working prototype — from studying documentation and APIs to building usable dashboards and workflows.
Turning experience into organizational assetsThe output is not merely an answer or file; experience is converted into prompts, knowledge bases, rules, automations, or reusable tools.
ChatGPT · Analysis, design & buildingClaude · Assisted analysis & developmentGemini · API & decision supportNotebookLM · Knowledge & documentsGrok · Research & comparisonn8n · Orchestration
Selected Systems & Capabilities
The first layer shows the problem and value; Extended mode also reveals the implementation and architecture of each case.
CROSS-FUNCTIONAL OPERATIONS
Cross-functional feedback-to-action system
Designed a loop that turns user feedback from a passive record into an owned item with status, response, follow-up, and outcome re-check.
Value: clearer ownership, fewer lost follow-ups, and a shared operating language across teams.
Technical detail
Architecture used a shared data model, bi-directional synchronization, queue/approval logic, dashboards, and n8n workflows. Internally it connected Voice of User with an operational function.
ISSUE INTELLIGENCE
Intelligent issue monitoring & feedback loop
Built an operational layer over issue management so important changes, ownership, status, and required outputs are visible without constant manual review.
Value: shorter distance between issue registration and operational awareness/follow-up, with better team access to information.
Technical detail
Used Jira REST/JQL, n8n, messaging alerts, duplicate-event prevention, HTML/Excel reporting, and output archiving. The goal was to turn the issue tracker from a technical repository into an operational input.
INTERNAL PROCESS MONITORING
Internal process monitoring & smart alerts
When an internal system lacks useful notifications or a ready API, the process becomes dependent on memory and repeated manual checks. I designed an independent monitoring and alert layer.
Value: lower risk of missed events, less repetitive checking, and more focus on core work.
Technical detail
Used Network/XHR analysis, session and CAPTCHA handling, polling, state management, and n8n event notifications — demonstrating problem solving even without a documented API.
HUMAN-IN-THE-LOOP AI
AI decision support for screening & prioritization
AI acts as a first-pass analyst rather than the final decision-maker: it identifies repetitive, ambiguous, or attention-worthy inputs while preserving final judgment for the expert.
Value: less energy spent on initial screening, more focus on valuable cases, and safer decision-making.
Technical detail
Implemented with Gemini API and n8n, guardrail rules, outcome classification, and human-in-the-loop action. Design principle: when uncertain, the system should escalate to a human rather than take a risky action.
OPERATIONAL INTELLIGENCE
Team performance & capacity dashboards
Built a source for viewing activity patterns, capacity, focus, and trends — moving performance conversations away from memory and subjective impressions.
Value: evidence-based management, better capacity understanding, and a stronger foundation for people development and planning.
Technical detail
Included activity-recording models, data-quality controls, period reporting, Google Sheets/Apps Script, and HTML dashboards. Detailed team data is intentionally excluded from the public version.
KNOWLEDGE & GOVERNANCE
Knowledge system & decision-grade reporting
Turned daily experience, meeting decisions, and user patterns into reusable knowledge and reports that explain not only what happened, but what it means and what should happen next.
Value: organizational memory, experience transfer, defensible decisions, and less dependence on tacit knowledge.
Technical detail
Built and developed a Confluence knowledge base, standardized data → analysis → recommendation → follow-up → re-check reporting, and used HTML/dashboard outputs for different audiences.
Impact
Documented numbers can live inside project detail, while the main portfolio should communicate how the work changed the way the organization operates.
Monitoring, collection, alerts, and recurring reporting are moved into systems so team energy can shift toward problem-solving and analysis.
Dashboards and decision-grade reporting turn scattered events into an understandable picture for management and partner teams.
Cross-functional processes move from sending messages and waiting toward visible status, ownership, responses, and follow-up loops.
Team learning, incidents, and decisions become documentation, standards, and reusable tools.
Skills
Tools serve the problem. The differentiator is the combination of managerial, analytical, and technical capability in one execution path.
Leadership & Operations
Team LeadershipCoaching & OnboardingCapacity PlanningCross-functional CollaborationProcess DesignQuality Management
Analysis & Decision Support
Voice of User / VOCQualitative AnalysisKPI DesignDecision-grade ReportingDashboard DesignRoot Cause Thinking
AI, Automation & Tooling
n8nAI-assisted DevelopmentGemini APIChatGPT / ClaudeJira / ConfluenceGoogle Sheets / Apps ScriptREST / HTTP / WebhooksHTML Dashboards
Education & Continuous Learning
B.Sc. Agricultural Engineering — Economics
Shahid Bahonar University of Kerman
Management, Networking & AI Learning
Management planning courses, CCNA, CRM/Scrum training, One Million AI Prompters, and ongoing practical learning in AI and automation tools.
“Performance improvement is not simply working faster; it is building a system that sees problems earlier, clarifies decisions, and adds something to organizational knowledge and capability every time.”Farzad Maleki — Operating Principle