Kulsoom Naeem

PROJECT: EngX Customer Success Program

ROLE/ RESPONSBILITIES:

• Customer Success: Design and implement a customer satisfaction survey program, gather and analyze feedback, identify and address customer concerns proactively, and measure and report on customer satisfaction trends.
• Reporting & Analytics: Develop and implement a streamlined reporting process, automate report generation and delivery, improve report accuracy and consistency, and analyze reporting data to identify trends and areas for improvement.
• Stakeholder Management: Communicate project progress and findings, address stakeholder concerns and questions.
• Risk Management: Identify and mitigate potential project risks, monitor and track project risks throughout the project lifecycle.

OUTCOMES:

• Achieved 100% stakeholder satisfaction rate: Increased stakeholder trust and satisfaction, proactive resolution of concerns, and demonstrated value to stakeholders by actively listening to their feedback and incorporating it into program improvements.
• Significantly reduced report generation time: Streamlined and automated reporting processes reduced quarterly report generation time from 5 hours to 0, improving accuracy, consistency, and providing faster access to insights.
• Increased EngX Adoption: Reached out to 100% of the recommended teams, leading to increased utilization of EngX services.
• Identified teams that would most benefit from EngX services, resulting in 10% freed-up engineering time.

PROJECT: Content Loop Ops Centralize Resource Project

ROLE/

• Documentation & Information Management: Create and maintain the central information hub (Google Website) and implement a strategy for maintaining evergreen content.
• Stakeholder Engagement: Identify, map, and engage with key stakeholders through meetings and feedback gathering. Also, effectively communicate project progress and updates to all stakeholders so that everyone is aligned.
• Partner Management: Collaborate with 7 other team members to establish, track, and monitor KPIs for vendor engagement.

OUTCOMES:

• Improved Program Sustainability and Reduced Technical Debt: The project has laid the groundwork for ongoing program improvement and sustainability by establishing clear processes and documentation, ensuring consistent application of best practices and minimizing the risk of knowledge gaps that can lead to technical debt.
• The project laid out the foundation to streamline the onboarding process for new team members, resulting in reduced training time and improved knowledge retention.
• Enhanced Knowledge Management: The project has established a valuable knowledge base that will benefit future initiatives and ensure the long-term success of the Content Loop program.

PROJECT: Magi Feedback Chat Room Insights

ROLE/ RESPONSBILITIES

• Issue Monitoring and Triaging:
• Continuously monitor the "Quality Debugging [Magi, NTK]" & “AIO Escalations” chat room for incoming issues related to Magi functionalities.
• Categorize and document incoming issues in the dedicated spreadsheet.
• Follow the BUD Process to report any active unresolved queries/ issues.
• Communication and Collaboration:
• Share insights and learnings from issue analysis with relevant teams.
• Maintain open communication channels with stakeholders throughout the issue resolution process.

OUTCOMES:

• Improved Issue Categorization: By systematically documenting and categorizing issues, the project will provide valuable insights into common problems and their root causes, crucial for improving the quality of AI Overviews responses. This data can be used to identify patterns, prioritize development efforts, and enhance the overall Magi system.
• Improved Efficiency and Process Refinement: This project identified the need to improve our issue tracking process. I proposed implementing a feature where engineers can easily mark an issue as resolved. This streamlined workflow has the potential to significantly improve efficiency by preventing engineers from wasting time on already addressed issues, allowing them to focus on other critical tasks
• Developed a spreadsheet to provide stakeholders with insights into an unfamiliar area. The spreadsheet analyzed incoming queries, identified unresolved issues, and explored potential root causes.

• Oversaw full-cycle installations of imaging systems (MRI, CT, X-ray) in hospitals and outpatient centers, managing everything from site readiness through final sign-off.
• Worked closely with hospital facilities, construction teams, and GE field engineers to coordinate installation schedules, avoid clinical disruptions, and meet site-specific safety requirements.
• Led project planning and execution for high-profile installs, ensuring all work was completed on time, within budget, and in line with health system standards.
• Regularly interfaced with clinical and administrative stakeholders to align project goals, manage expectations, and address issues quickly as they came up.
• Managed budgets up to $5M, tracking costs, handling change orders, and working with vendors to resolve on-site issues without impacting go-live dates.
• Conducted post-install debriefs with internal teams and customer staff to identify improvement opportunities and streamline future project rollouts.

• Managed a team of 25+ technicians.
• Acted as the lead point of contact for resolving complex field service and technical escalations, working closely with engineering and support teams to drive fast resolution.
• Designed and implemented a flexible staffing model to align resources with shifting service demands.