cv

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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

  • 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

  • 2007.02 - 2011.02

    Auckland, NZ

    BSc
    University of Auckland
    Bachelor of Sciences

Certificates

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