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 |