Rael de Leon - Head of Support, Mixmax, Inc.

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Work Background

MixmaxHead Of Support

Jun. 2022

VITALSHead Of Support

Dec. 2020 - May. 2022Led the strategy and operations of the Vitals support and customer success team, with significant contributions leading to a 5/5 star average with over 3000+ Shopify app reviews. The team supports a Shopify SaaS 3rd party app, catering to 20000+ clients from over 180+ countries on a 24x7 basis. The team is fully-remote and composed of members from Southeast Asia, Eastern Europe, and Latin America. As part of a tech start-up company, I wore many hats, doing ad-hoc tasks commonly done in recruitment, legal, marketing, sales, and finance. In addition, I closely collaborated with cross-functional teams (marketing, product management, and the dev team) to achieve shared business goals and initiatives.

NasdaqSenior Manager, Product Support

Jul. 2016 - Apr. 2020Taguig, National Capital Region, PhilippinesWas responsible for the success and day-to-day operations of the Nasdaq Market Tech Service Desk department that supports Risk & Surveillance SaaS products on a 24x5 basis with weekend on-call support covering all clients in all regions (APAC, EMEA, Americas) across the globe. Closely collaborated with cross-functional teams (sales, marketing, product management, technology, service delivery, legal, HR, and finance) to achieve shared business goals and initiatives.

NasdaqShift Lead, Product Support

Apr. 2014 - Jul. 2016Taguig, National Capital Region, PhilippinesManaged and ensured that the team was able to deliver on the following responsibilities: • Monitoring of batch jobs and data processing • Product/Service configuration • User administration • Client communication (incidents and product updates/releases) • Client relationship management • Global coverage of ALL client requests (technical issues, functionality queries, product, service, data, etc.) via email and phone.

Thomson ReutersProject Manager, Web Development & Onboarding

Apr. 2013 - Apr. 2014Taguig, National Capital Region, Philippines• Managed all aspects of client projects from requirements, planning, design, and strategy through full web development of IR (investor relations) and PR (public relations) websites. • Maintained client relationships throughout the project. • Identified project risks, escalated, and drove all necessary resolutions while acting as the central point role between the client and all internal stakeholders • Provided website consultative services and offered best practice recommendations to ensure the website effectively enhanced the client’s communication strategy. • Educated clients on available features and confirmed they are getting the maximum value of their package. • Recognized up-selling and cross-selling opportunities and took initiatives to obtain additional business • Provided QA testing and collaborated with web developers to deliver high-quality websites. • Managed a pipeline of 15-20 concurrent projects, balanced and prioritized work to meet demands. • Assisted in front-end web development and content management.

Thomson ReutersSenior Customer Support Executive - Technical

Oct. 2011 - Apr. 2013Taguig, National Capital Region, Philippines• Provided Product Support for Thomson Reuters Eikon, Reuters 3000 Xtra, and other products. • Collaborated with development teams and product managers for bug/defect investigations and managed enhancement requests. • Managed team performance by coaching, process improvement, mentoring, and training. • Managed business-critical incidents and escalations. • Assisted with problem management, pushed effective workarounds, and contributed to root cause analysis. • Collaborated with learning and development by reviewing and contributing to training materials. • Beta tested product features and services.

Thomson ReutersCustomer Support Executive – Technical

Apr. 2010 - Oct. 2011Taguig, National Capital Region, PhilippinesProvided Product Support for Thomson Reuters Eikon, Reuters 3000 Xtra, Reuters Data Feed, and other Reuters’ products. Collaborated with development teams and product managers for bug/defect investigations and managed enhancement requests.

[24]7.aiTechnical Support Representative

Feb. 2009 - Mar. 2010Makati, National Capital Region, PhilippinesProvided technical support for all phone features, service, and subscription issues. Provided technical and admin support for Blackberry Business and Enterprise. Provided premium support for Apple iPhones.

SitelTechnical Support Representative

Apr. 2007 - Sep. 2008Baguio City, Cordillera Admin Region, PhilippinesProvided technical support for email, internet connectivity, VOIP, and home networking issues. Up-sold company products/service offerings. Handled escalations and supported colleagues as a floorwalker.

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