Aby Mathew Varghese
Customer Support Leader | DevOps Monitoring & Incident Management | SLA Optimization | ISO 27001 Certified Internal Auditor
- Role
- Manager Customer Support at Fingent
- Location
- Kochi, KL, IN
- LinkedIn followers
- 500 followers
About Aby Mathew Varghese
With 13+ years of experience in IT-enabled services, I have built and led high-performing customer support teams, ensuring seamless post-delivery product support, DevOps monitoring, and incident management. My passion lies in optimizing service workflows, exceeding SLAs, and driving customer satisfaction through proactive issue resolution.As a Customer Support Manager at Fingent Corp, I have: Led a customer support team, improving response efficiency and retention rates. Optimized SLA performance, ensuring consistent on-time issue resolution. Implemented ISO 27001 compliance, enhancing information security standards. Transformed support operations and processes. Collaborated with leadership & stakeholders, identifying growth opportunities and refining service strategies.Previously, I played a key role in marketing, lead generation, and backend operations, managing cross-functional teams and driving customer acquisition strategies. My background in technical support and data-driven decision-making has allowed me to bridge the gap between technology and customer service excellence.Key Skills & Expertise Customer Support & Service Management Incident & SLA Optimization DevOps Monitoring & Automation ISO 27001 Documentation & Compliance Team Leadership & Performance Coaching Process Improvement & Workflow Optimization Stakeholder Communication & Strategic PlanningI thrive in fast-paced environments and am always eager to leverage technology and data analytics to improve customer service efficiency. If you\'re passionate about service excellence and operational transformation, let’s connect!
Experience
Manager Customer Support
Feb 2019 — Present
A result-oriented professional having 10 plus years of progressive experience in IT / IT Enabled Services domain. Built a team for post product delivery for Fingent from scratch and is currently managing them. About Fingent: Incorporated in NY in 2003, Fingent was founded with the mission of crafting world-class business solutions for clients across the Globe. At Fingent we always aim to make a difference for our clients by providing enterprise business solutions and technology that addresses organizational needs. Over the years, Fingent has built a strong track record working as a technology partner to companies in Financial Services, Healthcare and Media & Publishing Industry.
Education
Bhavans Adarsha Vidyalaya
12th
St. Alberts College
Bachelor of Science (BSc)
Karnataka State Open University, Mysore
Master of Business Administration - MBA
Skills
- Zbrush
- Adobe Premiere
- Adobe Flash
- Linkedin Marketing
- 3d Modeling
- Computer Animation
- Social Media Marketing
- Adobe Premiere Pro
- Email Marketing
- Character Modeling
- Business Strategy
- Business Development
- Campaign Strategies
- Team Management
- Maya
- Marketing and Sales
- Lighting and Rendering
- Marketing Strategy
- Flash Animation
- After Effects
- Photoshop
- Online Campaign Management
- Storyboarding
- 2d Flash Animation
- Email Strategy
- Logo Animation
- 3d
- Animation
- Prop Modeling
- Campaign Management
- Management
- Outbound Marketing
- Premiere
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