Muhammad Kamil Email & Phone Number

- Collaborated with the design, support, and product teams to ensure a great customer experience.- Developed dashboards on Sheets/Tableau to visualize different metrics for the engineering and support teams and find correlations between product changes and positive customer experiences.- Provided briefings to all the teams regarding upcoming product releases so that each team is on board with the upcoming releases. - Improved the organization’s ETL process using SQL for optimized data management and analysis.- Implemented the beta release of Multi-Network plans so customers can use multiple networks for their line numbers depending on their coverage. Interacted with customers about their experience.- Interacted directly with customers to ensure that the product experience is smooth. Identified key areas of improvement and shared recommendations with the rest of the team to ensure that the product experience improves.- Oversaw the release of eSIMs for US Mobile and interacted directly with customers to identify problematic areas. This entire exercise improved customer experience for eSIMs from 72% to 94%.

- Closely worked with the customer support team and collaborated with the product team to ensure that the customer experience was exceptional. - Closely interacted with customers for conflict resolution in escalated cases to troubleshoot issues.- Reviewed customer interactions and suggested improvements to the customer support QA team.- Recommend changes to the product team based on findings after interacting with customers.- Interacted with B2B clients daily to coordinate and resolve their concerns with the product team.- Maintained a customer experience score of 96% throughout the tenure.

Pakistan

- Oversaw the mass production of fenders and other sheet metal parts.- Responsibilities included CAD design of various parts such as ‘Dies’ used in hydraulic and pneumatic presses.- Understanding the different operations in a Machine Shop such as an EDM Wire cutting Machine, CNC Lathe Machine, CNC Vertical Milling Machine and the working of a Robotic Arm Welding Machine.- Removed bottlenecks by recommending a rearrangement of the production machinery to reduce production time by 5 minutes for each iteration of the process.