Sara Aslanzadeh

Implemented BPMS from scratch and designed end-to-end
automated business processes to enable scalable and
standardized workflow execution.

Led customer service process redesign with a strong
focus on Customer Experience (CX) improvement and end-to
end customer journey optimization.
Designed and improved customer journey across online
and offline (in-person office) service channels to ensure a
seamless experience.
Defined and optimized KPIs for physical service offices,
including service time, waiting time, FCR, CSAT, and service
quality metrics.
Improved CX metrics (CSAT, CES) and reduced customer
effort through process redesign and service enhancement.
Reduced inbound support contacts by improving self
service processes and eliminating recurring friction points.
Applied service design principles to identify pain points
across customer touchpoints and improve overall experience.
Reduced manual workload and improved operational
efficiency through process automation and workflow
redesign.

Acted as the key liaison between government clients
(including Iran Infrastructure Communications Company
projects and Iran National Tax Administration on the Moadian
Tax System) and internal technical teams.
Gathered, analyzed, and translated complex business
requirements from public sector organizations into structured
process models and technical specifications for development.
Designed end-to-end business process flows and
communication frameworks to ensure alignment between
client needs and system implementation.
Collaborated closely with development teams to ensure
accurate implementation of process designs and system
requirements.
Supported delivery of large-scale governmental IT projects by
improving clarity, reducing miscommunication, and
streamlining requirement-to-development workflows.