Kabir Sheikh
@kabirsheikh
Client Service Analyst who blends customer obsession, SLA excellence, and training-led team development to drive measurable results.
IndiaWhat I'm looking for
I’m a customer-focused Client Service Analyst who builds value through “Customer obsession and employee development” and strong stakeholder alignment. At ADP India Pvt. Ltd, I help clients with “401K (Retirement service product)” onboarding and implementation, resolve internal tickets “meeting all SLAs,” and drive performance by tracking “key performance indicator like CSAT, FCR, AHT, call quality.” I also handle difficult queries and client dissatisfaction, turning friction into “multiple process gaps” and actionable recommendations.
Earlier in my career at Amazon, I grew from Customer Service Associate to Training Specialist and “Sr. Training specialist,” where I coached and enabled teams through training plans, feedback, and performance monitoring. I built and maintained “SharePoint team site” resources, developed and managed “LMS” assets (online course, tests, and “publish reports”), and supported continuous improvement through assessments and “TTT for new arrivals.” I bring a practical, team-first approach—using data, facilitation, and collaboration to help people learn, execute, and improve.
Experience
Work history, roles, and key accomplishments
Resolved client and internal tickets for 401(k) retirement services, ensuring smooth onboarding and implementation while meeting all SLAs. Monitored KPIs (CSAT, FCR, AHT, call quality), handled difficult queries, and improved collaboration by creating SharePoint tools and automated task-tracking emails.
Facilitated and coached training teams, creating training plans to meet cross-skill requirements and publishing reports for weekly business reviews. Mentored new-hire trainers, managed internal job postings, built LMS assessments and conducted evaluations/TTT, and maintained SharePoint resources (documents and video library) to support ongoing new-hire training.
Trained and mentored 19 new-hire batches across domestic and international voice/email/chat processes and delivered cross-skill training based on business needs. Monitored team performance, coached and provided feedback, conducted daily/weekly huddles, and managed LMS course content, tests, and reporting.
Handled inbound phone calls for domestic and international customers (US and UK) and provided customer assistance. Conducted daily production huddles for new hires, delivered coaching and feedback, and supported off-site assignments as an SME.
Education
Degrees, certifications, and relevant coursework
Madhya Pradesh Board of Secondary Education
Intermediate (10+2)
2014 -
Completed Intermediate (10+2) from Madhya Pradesh Board of Secondary Education in 2014.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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