PRINCE FELIX JOSEPH.B
Hyderabad
Summary
Dynamic leader with a proven track record at Ceipal Solutions Pvt Ltd, excelling in SaaS Implementation and Team Leadership. Spearheaded cross-functional teams to deliver projects on time, achieving significant process improvements and customer satisfaction. Skilled in Technical Troubleshooting and adept at fostering client relationships, demonstrated through successful mentorship and retention strategies. Understanding the ins and outs of the SaaS product, knowing how the product works, its features, integrations, and troubleshooting common technical issues. Ability to adapt to changing circumstances, customer preferences, and business priorities is for thriving in a dynamic customer success environment.
Overview
11
11
years of professional experience
Work History
Associate Manager
Ceipal
03.2020 - Current
- Directed full-cycle SaaS enterprise implementations, overseeing project timelines, resource allocation, and stakeholder communication to achieve on-time delivery and strong crossfunctional collaboration, enhancing client satisfaction and driving product adoption.
- Crafted project plans, led client consultations, and tailored application configurations to align with unique client requirements.
- Facilitated user training sessions to support system adoption, tracked project milestones, and cultivated strong client relationships to promote retention.
- Introduced process optimizations, reduced churn, and mentored support teams to elevate performance levels.
- Responded to customer inquiries and escalations, implementing quality assurance practices to ensure high satisfaction levels.
- Guided clients through product features, enhancing value realization and optimizing user experience.
Services Support Rep 2A | NEC-711 Process
UNISYS Global India Pvt Ltd
Hyderabad
04.2016 - 11.2019
- Promoted from L1 to L2 within 14 months for strong technical performance.
- Delivered hardware & network support for NEC RIS systems, POS devices, servers, and routers.
- Resolved 7-HELP incidents within SLA, collaborating with escalation teams for quick closure.
- Managed dispatch operations and improved efficiency using ITSM & ServiceNow tools.
Customer Service Executive
SITEL India Pvt Ltd
Hyderabad
07.2014 - 12.2015
- Provided technical support for EarthLink services, resolving customer queries efficiently.
- Troubleshot email client issues (Outlook, Mac Mail, etc.), along with modem and router problems.
- Delivered excellent customer service with accurate guidance and timely issue resolution.
- Consistently maintained service quality standards and met resolution timelines.
Education
B.SC -
Sardar Patel College
Intermediate -
Narayana junior college
S.S.C -
Sri Krishnaveni talent school
Skills
- SaaS Implementation
- Project Management
- Team Leadership
- Customer Relationship Management
- Cross-Functional Collaboration
- Problem-Solving
- Technical Expertise
- Process Improvement
- Risk Management
- ATS
- HRMS
- Jira
- Totango
- Teamwork and collaboration
- Flexible and adaptable
Languages
- English
- Hindi
- Telugu
Personal Information
- Date of Birth: 09/27/89
- Marital Status: Married
Timeline
Associate Manager
Ceipal
03.2020 - Current
Services Support Rep 2A | NEC-711 Process
UNISYS Global India Pvt Ltd
04.2016 - 11.2019
Customer Service Executive
SITEL India Pvt Ltd
07.2014 - 12.2015
B.SC -
Sardar Patel College
Intermediate -
Narayana junior college
S.S.C -
Sri Krishnaveni talent school
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