Rafael Mellone
Director of Support @AlgoSec
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WORK HISTORY
Director of Support @AlgoSec
Lake Mary, FL, US
As Director of Support at AlgoSec, I was promoted to oversee all customer service and support-related aspects for the U.S, Canada, and Latin America, including strategic customers globally. I lead a team of three managers and 20 support engineers, responsible for ensuring department performance and goals are met according to company expectations. I introduced new methodologies and tools, resulting in improved efficiency, reduced response times, and a considerable increase in customer satisfaction.I am responsible for the recruiting process, onboarding tools/process, and technical skill development for support engineers in North America, Latam, and APAC. Under my leadership, the team has consistently exceeded performance goals, delivering a \'best in class’ customer experience. I take pride in providing the vision and direction to implement and scale effective strategies and processes for the support operation.In addition to these responsibilities, I am also committed to the development and growth of my support managers providing them regular feedback, coaching, and opportunities for skill development, helping them to grow as leaders and advance in their careers. By fostering a supportive and encouraging work environment, I strive to ensure the continued success of both my support managers and the support operation as a whole.
EDUCATION
FECAP - Escola Comercial Alvares Penteado
Technical High School, Computer Technology/Computer Systems Technology
Instituto Sumare de Educacao Superior
Bachelor in Information Systems, Information Technology
SKILLS
ABOUT RAFAEL MELLONE
As a Director of Support in Cybersecurity and SaaS products, my career has been focused on delivering exceptional technical support services to customers, while also leading and motivating cross-functional teams to achieve common goals. With 20+ years of experience in the industry, I have a strong track record of success in managing technical support teams, implementing and maintaining effective support processes, and ensuring high levels of customer satisfaction. I am well-versed in the latest technology and cybersecurity trends and deeply understand SaaS products and their underlying technologies. I have successfully established 24/7 support centers, streamlined support processes, and trained support personnel to handle complex technical issues. My leadership skills and ability to drive change have resulted in significant improvements in customer satisfaction, high customer retention rates, and reduced support-related escalations. I am driven by a passion for delivering outstanding support and helping customers succeed. I am always seeking new opportunities to grow and make a positive impact. I welcome the chance to connect with others in the industry. Let\'s explore how we can support each other\'s professional journeys!
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