Open to opportunities

Ronald Bautista

@ronaldbautista1

Message

I resolve complex SaaS support issues and connect customers, engineering teams, and platform partners.

Philippines

Message

I'm currently at Smartly.io, guiding advertisers on campaign optimization and creative automation while resolving technical issues across setup, reporting, and creative workflows.

I investigate escalated JIRA tickets, coordinate external platform issues involving Meta, and manage Intercom chat routing based on client tier, complexity, and team capacity.

Previously, I supported financial-services compliance customers at Hearsay Systems and troubleshot Zendesk integrations with JIRA, Salesforce, and Slack. I work closely with customers, engineering, product, and customer success teams to resolve bugs and service disruptions.

My background also includes managing benefits enrollment projects at ADP and mentoring more than 60 new hires supporting PayPal. I enjoy sharing knowledge, onboarding teammates, and improving support processes.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Smartly.io

Dec 2023 - Present (2 years 9 months)

Guides advertisers on maximizing Smartly's AI-powered advertising platform for campaign optimization and creative automation. Resolves technical issues across campaign setup, reporting, and creative workflows, and serves as a liaison between external platform developers and customers.

AI Advertising Campaign Optimization Creative Automation Technical Support Bug Investigation Jira Intercom Knowledge Sharing Onboarding Quality Reviews

Product Specialist

Hearsay Systems

Sep 2022 - Jan 2024 (1 year 4 months)

Resolved tier 1 & 2 product issues daily across phone, email, and chat for a financial services compliance platform. Collaborated with Customer Success Managers on Enterprise Account configurations and coordinated with engineering teams to resolve service disruptions.

Zendesk Support Zendesk Intercom Financial Services Compliance Customer Success Queue Management Knowledge Sharing Training

Technical Support Specialist Engineer

Zendesk Inc.

Jan 2021 - Sep 2022 (1 year 8 months)

Troubleshot technical issues across Zendesk product suite, specializing in API integrations with systems like JIRA, Salesforce, and Slack. Collaborated cross-functionally with engineering and product teams to resolve complex customer escalations.

Zendesk API Integration Jira Salesforce Slack Troubleshooting Cross Functional Collaboration

Annual Enrollment Specialist I

ADP Philippines Inc.

Feb 2018 - Dec 2020 (2 years 10 months)

Served as Project Manager for client benefits open enrollment for over a hundred small, medium, and enterprise businesses. Configured HR & Benefits systems, provided training resources, and served as subject matter expert on enrollment processes.

Project Management Benefits Administration HR systems Training Subject Matter Expertise Account Management

Customer Service Associate, Mentor and Team Captain Intern

Convergys Philippines Inc.

Jul 2015 - Oct 2017 (2 years 3 months)

Helped clients with product information, site navigation, and general inquiries. Mentored 60+ new hires, acted as subject matter expert for a team of 12 agents, and handled escalated calls and emails.

Customer Service Mentorship Subject Matter Expertise Escalation Handling Risk Management Transaction Traces