cv
Download my CV here.
Basics
| Name | Hemant Vallabh |
| Label | Customer Support Manager |
| Url | https://nznux.com |
| Contact | Contact me using contact form on my website. |
| Summary | Experienced Customer Support Manager with 10+ years in SaaS, Helpdesk, Operations, and Customer Engagement. Proven leader skilled in team building, process improvement, and ITSM tools. Passionate about delivering excellent customer experiences and driving operational efficiency. |
Work
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2022.04 - Present Customer Support Manager
Invenco by GVR
Lead a team of support professionals to deliver world-class customer service for SaaS and Payment solutions.
- Implemented ITIL v4 processes, improving ticket resolution time by 30%
- Developed and led training programs for new support staff
- Collaborated with product and engineering teams to resolve complex customer issues
- Championed continuous improvement initiatives across the support department
Education
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2007.02 - 2011.02 Auckland, NZ
Certificates
| ITIL v4 Foundation | ||
| AXELOS |
Skills
| ITIL Management v4 | |
| Incident Management | |
| Problem Management | |
| Change Management |
| Agile | |
| Scrum | |
| Kanban | |
| Continuous Improvement |
| Leadership & Team Building | |
| Team Leadership | |
| Mentoring | |
| Training |
| ITSM Tools | |
| ServiceNow | |
| Jira Service Management | |
| Zendesk |
Interests
| Programming | |
| Python | |
| JavaScript | |
| Automation |
| Homelab & Self Hosting Solutions | |
| Docker | |
| Proxmox | |
| Networking |
| Smart Home Automation Projects | |
| Home Assistant | |
| IoT | |
| Raspberry Pi |