Shoaib Ahmed
Kolkata,WB
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Claims specialist with strong focus on resolving issues efficiently and delivering results. Adept at managing complex claims processes, analyzing data, and ensuring compliance with regulations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Claims Administrator
Cell Tech Inc.
06.2025 - Current
- Coordinate with 20+ internal teams, customers, and service providers to process ~700 claims daily, ensuring same-day resolution.
- Process warranty and non-warranty claims for Chromebooks, tablets, ThinkPad, and other school-issued devices.
- Verify warranty entitlements and ensure compliance with manufacturer requirements.
- Maintain accurate claim records across multiple systems with high attention to detail.
- Use Advanced Excel (VLOOKUP, PivotTables, filters, data validation) to track, analyze, and reconcile claims.
- Conduct quality checks to ensure data integrity and consistent reporting.
- Respond to customer, vendor, and internal queries with clear and timely communication.
- Trained and onboard 5 new Claims Administrators on workflows and system navigation.
Freelance AI Model Evaluator
Pactera Edge
02.2023 - 06.2025
- Performed adversarial testing and prompt engineering to identify weaknesses in AI models.
- Collaborated with QA teams to stress-test models for safety and document jailbreak attempts.
Assistant Client Relationship Manager
ICE (Internet Coaching Empire)
04.2023 - 01.2025
- Managed end-to-end client lifecycle for 100+ key accounts, achieving 95%+ retention.
- Handled 7–10 escalations per week with quick turnaround, reducing churn and strengthening client trust.
- Coordinated with Sales teams for smooth client transitions and unified communication.
- Led a team of 8 CRM associates, monitoring daily execution and service quality.
- Conducted regular check-ins and training on CRM processes, email etiquette, and escalation handling.
- Ensured SLA and KPI adherence across operations.
Independent Contractor – Quality Analyst
Pactera Edge
05.2020 - 08.2024
- Conducted daily quality audits of >1000 entries to ensure process accuracy and compliance.
- Provided documented guidance to freelancer queries.
- Collaborated with global QA teams to maintain quality standards.
Business Development Executive
BKSB India Pvt. Ltd.
09.2018 - 10.2019
- Promoted UK-based EdTech solutions, securing five institutional partnerships.
- Enabled digital access for 1,500+ students through institutional deployments.
- Identified new business opportunities through market research.
Senior Operations Executive
Human Potential Development Center
03.2016 - 09.2018
- Managed operations and logistics for large-scale skill development programs across 10+ states.
- Coordinated training delivery, assessments, and certification tracking.
- Liaised with regional partners to ensure timely project execution.
Process Associate
Tata Consultancy Services (TCS)
05.2012 - 12.2015
- Supported IT Asset Management projects with data validation and accuracy checks.
- Conducted quality checks to maintain correct asset tracking.
- Coordinated with cross-functional teams for project alignment.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
Bachelor of Commerce (B.Com – Hons.) - Accounting & Finance
Calcutta University
Kolkata, IndiaSkills
- Client engagement strategies
- Skilled in customer interactions
- Claims management
- Microsoft Office proficiency
- Results-driven under deadlines
- Follow-up skills
- Effective problem resolution
- Effective time management
- Collaborative teamwork
- Skilled in multitasking
- Clear and concise communication
- Task prioritization
- Problem analysis
Certification
- SAP FICO
- CRM & Client Retention Strategy
- Email Etiquette & Remote Communication
Languages
English (Fluent)
Hindi (Native)
Bengali (Native)
Accomplishments
- Selected as the first India offshore Claims Administrator and supported workflow setup
- Onboarded and trained 5 Claims Administrators, ensuring process alignment
- Reduced early-stage client churn by 30%+ through structured onboarding
- Improved resolution turnaround by 20% through task and workflow optimization
- Cut ticket resolution time by 25% through audit-led process improvements
- Enabled digital learning access for 1,500+ students through EdTech delivery
- Delivered $50,000 in cost savings by leading a step-elimination initiative
Timeline
Claims Administrator
Cell Tech Inc.
06.2025 - Current
Assistant Client Relationship Manager
ICE (Internet Coaching Empire)
04.2023 - 01.2025
Freelance AI Model Evaluator
Pactera Edge
02.2023 - 06.2025
Independent Contractor – Quality Analyst
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
Process Associate
Tata Consultancy Services (TCS)
05.2012 - 12.2015
Bachelor of Commerce (B.Com – Hons.) - Accounting & Finance
Calcutta University