Saleem Noorali

About

With a robust background in UX/UI design and customer experience management, I am currently a UX Product Designer at MakeFixHack Inc., where I lead user-centered design projects, from concept to developer handoff. My role involves conducting user research, creating strategic design plans, and developing cohesive branding that resonates with target audiences. Previously, I served as a Retention Manager at Comcast, where I improved revenue save rates and Net Promoter Scores through strategic initiatives and leadership development. My experience also includes roles as a Customer Solutions Supervisor and Billing Supervisor at Comcast, where I focused on enhancing customer service and operational efficiency. I hold a UX/UI Design Certificate from Springfield Technical Community College and studied Graphic Design at Delaware College of Art and Design. My expertise lies in leveraging design principles and data-driven strategies to enhance user experience and drive business growth.

Experience

• UX Product Designer · MakeFixHack Inc.07-01-2024

  Redesigned the MakeFixHack Easthampton website by leveraging research insights to drive a user-centered design approach, guiding the project from concept to developer handoff. Conducted user interviews, stakeholder discussions, and SWOT analysis to gather insights and develop a strategic design plan, guiding the overall project direction. Created user personas, empathy maps, and user flows based on research data, enabling a user-centered approach for website architecture, branding, and feature prioritization. Designed wireframes, high-fidelity prototypes, and conducted usability testing, iterating based on feedback before presenting the project to stakeholders for developer handoff. Developed the logo, branding, and voice identity for MakeFixHack, aligning with user insights and community values. Applied design principles to boost brand recognition and engagement, creating a cohesive visual identity that resonated with the target audience.

• Retention Manager · Comcast09-01-2021 – 02-01-2024

  Reviewed data to identify business opportunities, crafted strategies to influence leaders and drive consistent and enhanced customer experience expectations. Improved revenue save rates by 6% YOY. Developed leaders by creating 'Dare to Lead' summits focusing on vulnerability, risk-taking, and accountability conversations with agents to drive behaviors and performance. Created a Cloud Coaching Document for Supervisors to assist with weekly coaching, documentation, and smart goals impacting customer experience. Improved Net Promoter Score by 13.12 points. Motivated the team with themed incentives focused on Xfinity Mobile, improving engagement and sales contribution by 12%. Partnered with leaders on outlier management, enhancing documentation and partnering with HR on accountability steps, improving Team Effectiveness by 10.1%. Point of contact for Director team to improve NPS Priority Alerts, resolving within 24 hours and improving resolve rate to 100%. Created 'WIIFM' engagement pilot from agent feedback, improving YourVoice results by 6.2 points. Enhanced operations by creating a system problems process using Microsoft tools, improving outlier adherence by 5%. Created a SharePoint and Yammer group for tools, resources, recognition, and updates. Partnered with Northeast Division Employee Communications team on updating the NED Care landing page for mySource.

• Customer Solutions Supervisor · Comcast09-01-2018 – 09-01-2021

  Developed multiple coaching styles within the department to drive results focusing on behaviors and driving performance. Utilized incentives and partnerships with Supervisors, Managers, and Directors to promote Xfinity Mobile, Xfinity Flex, and stretch goals for save rates. Achieved best in Western New England Region Care eNPS results by creating an eNPS committee of agents to promote Comcast, review eNPS results, and review in team meetings.

• Billing Supervisor · Comcast12-01-2017 – 09-01-2018

  Focused on behavior coaching and adapted a call flow to the team to increase First Call Resolution, Quality, and Sales.

• CAE 2, Customer Service (Retention) · Comcast02-01-2015 – 12-01-2017

  Participated in the Future Leaders Development Program focusing on improving tactics, coaching, and reviewing data. Co-led the WNE Retention Xfinity Mobile product launch, promoting and educating frontline agents to boost excitement through engagement and incentives.

Education

• Springfield Technical Community CollegeUX/UI Design Certificate, UX/UI Design
• Delaware College of Art and DesignGraphic Design, Graphic Design

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