Nilo Ufar Ghesmati

Product Designer, Product Ops at Lightning

AI-powered call transcript analysis system using Twilio—wrote prompts across multiple scenarios (rejection reasons, objection handling, compliance flags) to automate post-call tagging and eliminate manual data entry, targeting 40% reduction in agent workload per call. Designed and shipped Dialer Tagging system with conditional 2-attempt logic and mandatory rationale capture, reducing data entry errors by 34% across 150+ agents. Authored 8+ PRDs covering dialer UX, call logs structure, invoice email redesign with A/B testing framework, and IVR features—delivering $83.8K measurable revenue impact and 8.3% close-rate lift on cart recovery. Led cross-functional CRM workflow audit across 4 teams — conducted agent interviews, built workflow maps with sub-step breakdowns, surfaced 12 bottlenecks, and delivered executive summary with quick-win recommendations. Conducted competitive UX benchmarking on standalone dialer products—analyzed 10 surfaces, produced formal report with 6 design