Gadiel Samson S
Chennai
Summary
Experienced implementation manager with over 13 years of outstanding performance in Enterprise and SAAS support platforms. Known for a strong commitment to excellence and a proven track record in customer relationship management and relationship-building. A collaborative leader with a demonstrated ability to inspire and guide teams, combined with expertise in strategic planning and problem-solving. Adept at training and developing employees, fostering team cohesion, and motivating staff to achieve their best. Proficient in independent decision-making and well-versed in optimizing operations with agility, adaptability, and exceptional organizational skills. Innovative Manager with strong track record in driving business growth and enhancing operational efficiency. Demonstrates strategic thinking and exceptional leadership to inspire teams and achieve organisational goals. Leverages excellent communication skills to build strong relationships with stakeholders and foster collaborative work environment. Delivers transformative results through commitment to continuous improvement and proactive approach.
Overview
15
15
years of professional experience
Work History
Manager, Implementations and Onboarding
CEIPAL Software private Limited
Chennai
06.2024 - Current
- Led a team of implementation specialists to successfully onboard and integrate 50+ new clients, resulting in a 20% increase in customer retention rate.
- Developed and implemented streamlined onboarding processes, reducing client implementation time by 30% and improving overall client satisfaction scores.
- Collaborated with cross-functional teams to identify and address areas of improvement in the onboarding process, resulting in a 15% increase in efficiency.
- Managed a portfolio of high-profile clients, ensuring successful onboarding and seamless transition to ongoing account management, leading to a 25% increase in upsell opportunities.
Associate Manager - Onboarding
CEIPAL Software private Limited
Chennai
06.2022 - 05.2024
- Spearheaded the implementation of streamlined onboarding processes.
- Collaborated with cross-functional teams to create onboarding materials and resources, ensuring a consistent and engaging experience for all new clients.
- Conducted training sessions and revised onboarding plan of action for onboarding specialists on best practices leading to a 15% increase in client retention rates.
Account Manager - Onboarding
Ceipal Software Solutions
Chennai
05.2020 - 06.2022
- Successfully onboarded 100+ new clients by creating personalized onboarding plans, conducting initial trainings, and ensuring smooth transition to ongoing account management.
- Developed and maintained strong relationships with clients through regular communication, proactive problem-solving, and strategic account planning.
- Collaborated with cross-functional teams to address client needs, resolve issues, and deliver high-quality service in alignment with company goals.
- Achieved and exceeded quarterly onboarding and retention targets through effective client engagement, upselling opportunities, and proactive account management strategies.
Senior Engineer
CSS Corp (ETAS) - Aruba Networks
Chennai
03.2013 - 10.2019
- Led a team of technical support specialists in resolving complex customer issues, resulting in a 20% increase in customer satisfaction ratings.
- Collaborated with cross-functional teams to identify and resolve recurring technical issues, resulting in a 15% decrease in overall support requests.
- Trained and mentored junior technical support engineers on best practices and troubleshooting techniques, leading to a more efficient and knowledgeable team.
Senior Technical Support Engineer
CSS Corp. (CTAS) - Vonage VoIP Services
Chennai
12.2011 - 03.2013
- Provided expert technical support to customers, resolving complex issues promptly and ensuring minimal downtime for critical systems.
- Developed strategic and innovative solutions to troubleshoot and resolve escalated technical issues, ensuring 100% customer satisfaction.
- Mentored and trained junior support engineers on best practices contributing to their professional development and team success.
Helpdesk Executive
Quscient Technologies - Middlesex University, Chennai
Chennai
07.2011 - 11.2011
- Implemented and supported a new ticketing system to streamline helpdesk operations.
- Resolved technical issues for over 100 end users per month, consistently achieving a 95% customer satisfaction rating.
- Conducted training sessions for new employees about the tools and procedures, ensuring a smooth support process.
Customer Support Executive
Vectone Mobiles
Chennai
01.2011 - 06.2011
- Managed a high volume of customer inquiries through email, phone, and chat, consistently meeting or exceeding customer satisfaction goals.
Education
BCA - Computer Systems Networking and Telecommunications
Alagappa University
05.2020
Diploma - Electrical and Electronics Engineering
Panimalar Polytehnic College
05.2008
HSC - Computer Science
SBIOA Higher Secondary School
Chennai, India04.2006
Skills
- Strategic Planning and Leadership
- Project and Operations Management
- Implementations and Onboarding
- Team Management
- Effective Communication
- Client Engagement and Management
- Customer relationship management
- Performance monitoring
- Project management
- Process improvement
- Team leadership
- Onboarding strategies
- Cross-functional collaboration
- Client engagement
- Training development
- Technical troubleshooting
- Solution implementation
- Strategic planning
- Client retention
- Leadership skills
- Customer relationship building
- Mentoring and coaching
- Operational support
- Outstanding customer service
- Customer relationship management systems
- Client account management
- Diplomatic communication
- Customer service excellence
- Customer Service
- Customer engagement
- Relationship-building
Hobbies and Interests
- Travelling and Driving
- Keyboardist
- Music Lover
- Badminton, Carrom and Chess
- Gamer
- Cooking and Exploring various cuisines
Websites, Portfolios and Profiles
linkedin.com/in/gadiel-samson-19158395
Languages
English
Proficient
C2
Tamil
Advanced
C1
Interests
- Travelling
- Driving
- Keyboardist
- Music Lover
- Badminton
- Carrom
- Chess
- Gamer
- Cooking
Timeline
Manager, Implementations and Onboarding
CEIPAL Software private Limited
06.2024 - Current
Associate Manager - Onboarding
CEIPAL Software private Limited
06.2022 - 05.2024
Account Manager - Onboarding
Ceipal Software Solutions
05.2020 - 06.2022
Senior Engineer
CSS Corp (ETAS) - Aruba Networks
03.2013 - 10.2019
Senior Technical Support Engineer
CSS Corp. (CTAS) - Vonage VoIP Services
12.2011 - 03.2013
Helpdesk Executive
Quscient Technologies - Middlesex University, Chennai
07.2011 - 11.2011
Customer Support Executive
Vectone Mobiles
01.2011 - 06.2011
BCA - Computer Systems Networking and Telecommunications
Alagappa University
Diploma - Electrical and Electronics Engineering
Panimalar Polytehnic College
HSC - Computer Science
SBIOA Higher Secondary School