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B2B Telecom CRM Platform

Problem: Support team was overloaded with repetitive requests, reseller onboarding was slow and manual, and call center teams lacked tools to process call data efficiently - limiting the platform's scalability as the client base grew.

My Work: As the sole designer on the product, I owned the full design cycle end-to-end: research, hypothesis generation and validation, information architecture, user flows, prototyping, UI, testing, and design QA/handoff. I designed three major features: a WhatsApp communication module, a self-service reseller registration flow, and AI-powered call transcription and analysis tools. I also built the company's first product design system, unifying UI patterns across modules and speeding up delivery of new features.

Result: Support calls decreased by 30-40%, reseller onboarding time decreased by approximately 60%, and call center team productivity improved by 40%.