Summary
Overview
Work History
Education
Skills
Websites
Certification
Interests
Tools And Technologies
Timeline
Generic

SHOAIB AHMED

Summary

Accomplished leader in client success and CRM strategy with over 11 years of experience driving customer retention, operational efficiency, and stakeholder engagement across diverse industries. Demonstrated expertise in leading cross-functional teams, optimizing onboarding processes, and swiftly resolving escalations. Proficient in utilizing CRM tools, tracking SLAs, and employing strategic communication to consistently deliver service excellence and cultivate long-term client value.

Overview

13
13
years of professional experience
2010
2010
years of post-secondary education
3
3
Certifications
3
3
Languages

Work History

Assistant Client Relationship Manager

Internet Coaching Empire (ICE)
04.2023 - 01.2025
  • Managed end-to-end client lifecycle, improving satisfaction and retention across key accounts.
  • Handled escalations with fast turnaround, enhancing client trust and loyalty.
  • Coordinated closely with sales to ensure smooth transitions and aligned messaging.
  • Led a team of 8 CRM associates, setting daily goals and monitoring task execution.
  • Conducted regular check-ins, improving response consistency and service quality.
  • Trained new team members on CRM processes, email etiquette, and escalation handling.
  • Monitored and ensured adherence to SLAs and KPIs, driving improvements in service delivery and accountability.
  • Designed and implemented a structured onboarding process, reducing early-stage client churn by over 30%.
  • Streamlined task delegation, cutting backlog and enhancing resolution time by 20%.
  • Identified upsell and cross-sell opportunities, contributing to account growth in collaboration with the Sales team.

Quality Analyst - Independent Contractor

Pactera Edge
05.2020 - 08.2024
  • Conducted daily audits to ensure quality compliance and process accuracy.
  • Reviewed and responded to OneForma queries with consistent documentation.
  • Collaborated with global QA teams to align standards and share insights.
  • Enhanced operational efficiency by reducing ticket resolution time by approximately 25% through workflow optimization.

Business Development Executive

BKSB India Pvt Ltd
09.2018 - 10.2019
  • Promoted UK-based EdTech solutions to Indian universities and training institutions.
  • Supported post-sale onboarding and engagement to ensure client satisfaction.
  • Secured five institutional partnerships through targeted outreach and tailored solution presentations, driving market expansion.
  • Delivered EdTech solutions to a leading university in Kolkata, enabling digital course access for over 1,500 students.

Senior Operations Executive

Human Potential Development Center
03.2016 - 09.2018
  • Managed logistics and operations for large-scale skill development programs across 10+ states.
  • Coordinated student assessments, training delivery, and certification tracking.
  • Worked with local partners to ensure timely execution of training batches.
  • Contributed to improving certification outcomes through better program alignment.
  • Actively represented the organization at key state-level meetings and collaborated with government officials for program implementation.

Call Centre Executive

Debaj Infotech Pvt Ltd
01.2015 - 09.2015
  • Managed outbound UK surveys; achieved 100% targets 4 months running.
  • Supported team as backup leader to enhance metrics and call quality.
  • Promoted to Backup Team Leader in recognition of performance and leadership capabilities within the outbound survey team.

Process Associate

Tata Consultancy Services (TCS)
05.2012 - 12.2014
  • Supported implementation of an IT Asset Management project through data analysis and validation.
  • Conducted quality checks to ensure accuracy in asset tracking and reporting.
  • Facilitated inter-team communication to streamline project coordination.
  • Initiated and led a step elimination project, resulting in cost savings of $50,000.
  • Recognized as the most talented fresher across the process.
  • Received three formal recognition awards for consistent high performance.
  • Honored with a performance-linked certification for operational excellence.

Education

Bachelor of Commerce (B. Com - Hons.) - Accounting and Finance

Calcutta University

Class XII - Commerce

ISC

Class X - General

ICSE

Skills

  • Client Relationship Management

  • Customer Success

  • CRM Strategy

  • Onboarding

  • Client Retention

  • Issue Resolution

  • Service Quality

  • Upselling

  • Cross Selling

  • Business Development

  • Workflow Optimization

  • SLA Management

  • SAP FICO

  • SAP CRM

  • Basic Salesforce

  • Google Workspace

  • MS Office

  • Team Leadership

  • Strategic Communication

  • Deadline Adherence

Websites

Certification

SAP Financial Accounting and Controlling (FICO)

Interests

Running
Reading Current Affairs & Industry Articles
Long Walks

Tools And Technologies

SAP FICO, SAP CRM, Basic Salesforce, Airtable, Google Workspace, Microsoft Office, Dashboards, Reporting, Slack, Microsoft Teams, Zoom, Google Meet, Discord

Timeline

Assistant Client Relationship Manager

Internet Coaching Empire (ICE)
04.2023 - 01.2025

Quality Analyst - Independent Contractor

Pactera Edge
05.2020 - 08.2024

Business Development Executive

BKSB India Pvt Ltd
09.2018 - 10.2019

Senior Operations Executive

Human Potential Development Center
03.2016 - 09.2018

Call Centre Executive

Debaj Infotech Pvt Ltd
01.2015 - 09.2015

Process Associate

Tata Consultancy Services (TCS)
05.2012 - 12.2014

Class XII - Commerce

ISC

Class X - General

ICSE

Bachelor of Commerce (B. Com - Hons.) - Accounting and Finance

Calcutta University

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SHOAIB AHMED