Aby Mathew Varghese
Manager Customer Support @Fingent
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WORK HISTORY
Manager Customer Support @Fingent
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
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!
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