Charles R. Palhano
Osteen
Summary
Transformational Leader with robust experience acquired over 20 years in delivering optimal results in a wide range of ecosystems in IT, fintech, banking, and nonprofit environments. Critical thinker and strategic decision-maker, able to quickly grasp company operations, sees the business drivers behind the numbers, and provides insightful analysis, reporting, and frameworks. Continually strives to improve organizational processes, CX, delivery, business & revenue models, and people performance to meet revenue and profitability goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Lead Integration Manager, Transformation Management Office
VERTEX, TAX TECHNOLOGY
Remote
03.2023 - 03.2025
- Partnered with C-level executives to define, align, and drive 12 workstreams based on M&A corporate strategy and integration budgets of an acquired foreign company. Has met all projected targets set by C-level execs, underspent integration budget by 20% and delivered the integration 2 months ahead of plan.
- Performed the role of an executive business consultant and advisor by moderating and guiding requirements sessions, gathering and formally documenting input, and prioritizing the integration and process improvement based on human capital compositions (staffing/org), business processes, outputs, tools, technologies and specialized skills.
- Generated all PMO artifacts, KPIs, Dashboards, communications, roadmaps, and product and process improvement recommendations. Leveraged Sharepoint and Salesforce to create and manage a Document Management System.
- Provided consultative guidance, input, and operational cadence to the following workstreams: Product Management, Sales, Alliances, Success, Support, Consulting, Marketing, Tax Research, Finance, Legal, HR, and IT.
- Designed new customer engagement and support models to incorporate intercompany OLAs and SLAs.
- Enabled teams with custom coursework, shadow training, train-the trainer framework, and testing content.
- Mentored and developed senior staff through coaching, day-to-day interactions, and knowledge sharing.
- Developed and implemented Change Management systems across the impacted workstreams. Formed cross-functional alliances, created custom communications calendars, training curriculums, skilling & tooling frameworks, and reinforcers to maximize adoption of change. (Used ADKAR and PDCA methodologies)
- Created and delivered a succession plan and a list of BAU items to local teams for post-integration implementation.
Executive Program Planner FY23 (Freelance)
MISSION OF PEACE (nonprofit)
Remote
10.2022 - 03.2023
- Delivered the Annual Program Plan & Budget for FY23.
Regional FastTrack PM, LatAm Region
MICROSOFT
Remote
04.2021 - 10.2022
- Oversaw a portfolio of key Microsoft FastTrack Partners in 7 countries in LatAm with a focus on increasing the use of the MS Cloud, driving continuous adoption, onboarding and retention of M365, Edge, Dynamics and Azure workloads.
- Combined vision, ingenuity, and strong business acumen with extensive operations management and cross-functional leadership skills to support organizational effectiveness, reach, and overall expansion through GTM efforts.
- Served as a mentor and trainer to new team members, inspiring change and professional development.
- Conducted weekly reviews and meetings with MS partners to manage distribution of workloads, portfolio profitability, usage ratios, OKRs, KPIs, budgets, and progression & regression trends (a.k.a. cross-sell/upsell ratios and abandonments). Managed qualitative & quantitative scorecards, and dashboards to enforce performance metrics.
- Led the analysis, exploration, team discussion and recommendation of various improvements in the areas of CX and UX by localizing customer roadmaps, retention rates, partner delivery quality (defects and deficits), and how to manage stagnant partners by implementing new tooling and skilling motions. Achieved 80% partner growth in 2022.
Director and Vice-President
MISSION OF PEACE (nonprofit)
USA and Global Reach
01.2016 - 04.2021
- Oversaw operations, donation services, marketing initiatives, membership, payment platforms, international remittance of funds and goods, contracts, and accounting functions (cash flow management, donors, funding, expenditures, etc.).
- Effectively structured compliance, government reporting on activities and funds management, financial & accounting processes, budgets, service providers payment and calendar management, payroll, membership relations and communications, general operations, and technology.
- Implemented a new online tool to streamline collection and disbursement of funds to recipients via ACH through a third-party vendor. Managed data integration with banks, and reporting mechanisms for all charitable activities and recipients. Reduced direct costs by 25%.
- Contributed to an informed decision-making process by the board by delivering monthly KPI insights on membership participation, donations, and metrics on event attendance.
- Planned and executed all marketing initiatives, public relations efforts, events, and contract management.
- Led the education department and introduced a train-the-trainer model.
Sr. Regional Program Manager – Commerce Business Operations, LatAm
MICROSOFT
Ft. Lauderdale
06.2010 - 12.2015
- Led nearly 50 cross-functional team members in conversion, delivery, onboarding, provisioning, global payment processing, reconciliation, CX/UX journeys and portals, SaaS transformation efforts, customer invoice generation & delivery, revenue operations and models, quote-to-cash, taxonomy, risk, SOW compliance, dunning/collections, POs, and daily management of largest BPO in LatAm, Arvato Brazil.
- Served as a proactive troubleshooter, rapidly identifying operational gaps, formulating strategic plans, initiating change, and implementing new processes in challenging and diverse environments.
- Effectively developed and implemented payment and commerce operations with local resellers (affiliate programs) in LatAm. Identified deficiencies and improvement required to improve customer roadmaps and UX in local markets.
- Sustained Online Operations and Commerce Platform teams by leading PM resources to support program updates, partners/resellers portals and dashboards, and migration of cloud customers from interim processes.
- Expertly delivered the plan-of-action for major customer escalations and delivery processes of Brazil's Cloud Services. (O365, Intune, Dynamics, and Azure).
- Successfully sourced 'Global Commerce Service Providers' to enable payment processing models in 22 countries; payment methods: Cards (VISA, MC, Amex, Prepaid), Boletos and wallets.
- Engaged effectively with multiple stakeholders, winning trust on transparency, fostering confidence at all levels to enhance mutual business focus and achieve shared goals.
Sr. Business Relationship Manager
FIRST DATA IS - GOLD COAST
Ft. Lauderdale
06.2009 - 04.2010
- Managed contracts, RFP’s, BIDS, pricing models, onboarding, online technical integration, payment gateways, security tools, PCI Compliance, fraud prevention, risk management, revenue reporting systems, connectivity rates, customer communications/escalations, and outbound calling efforts to existing and new customers.
- Managed a special project to maximize profitability of ~10,000 premium accounts and divest low performers.
Product and Project Management (PMO), Senior Vice President
PROSPERITY BANK
St. Augustine
10.2006 - 05.2009
- VISA cards, online and offline payment processing, e-payroll services, online remote capture/processing services, specialty escrow accounts, retail lockbox, and Debit Card Rewards portal.
- Led 5 PM resources in the PMO to completely redesign business and consumer product lines, customer onboarding, roadmaps, UX, and reduce administrative costs and rate exposure. Revamped sales channels, acquisition strategies, GTM, product delivery methodologies, sales tools, marketing materials and point-of-sale strategies.
- Identified and implemented a new CRM tool to consolidate databases and accelerate product delivery.
- Renegotiated contracts, SOWs, master agreements, new SLAs with vendors, redesigned sales/delivery processes, employee incentive models that generated an additional $5MM in new concessions and cost-savings. Managed the daily performance of 6 third-party vendors and 10 consultants.
Sr. Product Manager, eCommerce Strategy
AFFINITY INTERNET
Ft. Lauderdale
05.2005 - 04.2006
- Conceptualized, developed and led the PM efforts of 'www.prostores.com', an eBay ecommerce platform that comprised of web hosting platforms, eCommerce tools, payment processing tools & gateways, security/authentication/risk tools, fraud prevention, revenue share models, and eMarketing/designer tools.
- Launched two new online payment processing solutions for small and mid-sized businesses through external platforms (First Data and Authorize.net).
- Managed the daily metrics of hosting fulfillment, customer services/communications, and product training. Renegotiated contracts, redesigned SLAs, SOWs and KPIs, generating $10MM in new revenue from existing vendors.
Education
M.S. -
Boston University
C.S.S. -
Harvard University
B.S.B.A. -
Salem State University
Skills
- Process Improvement
- Business Transformation
- CX
- UX
- Sales Operations
- Quote-to-Cash Models
- Revenue Models
- Compensation Models
- Go-To-Market
- Roadmaps
- Ecosystems
- Product Development
- Project Management
- Program Management
- Partner Development
- Partner Management
- M&A
- Readiness
- Deployments
- Payment Operations
- Payment Processing
- Payment Management
- ACH
- Wires
- EDI
- Treasury Management
- Change Management
- DMS Processes
- Workflow
- Version Control
- Escalation Management
- Service Design Management
- OLAs
- SLAs
- Strategic Operations Planning
- Strategic Operations Implementation
- Leadership
- Navigation
- Cross-functional Leadership
- Training
- Development
- QBRs
- OKRs
- KPIs Design
- Executive Communication
- Budgeting
- P&L
- Business Operations
- Business Integration
- Third-Party Risk Assessment
- Third-Party Risk Management
- BPO
- RFPs
- SOWs
- POs
- Contracts
- MS Office
- MS Project
- Smartsheet
- SharePoint
- Visio
- Power BI Dashboard
- Salesforce
- SaaS
- PMI
- SDLC-Waterfall
- Scrum
- JIRA
- Confluence
Certification
- Scrum Master Certification, 937097
- Six Sigma Yellow Belt Certified, 858371
Languages
- Spanish
- Portuguese
References
References from Vertex and Microsoft (C-Level, VPs, Directors, Senior Managers).
Professional Development
- How to Manage your Triple Constraint (Scope, Cost, Time) With Change Principles (Prosci)
- Defining the Value of Change Management (Prosci)
- Hybrid Project Management: Combining Agile and Predictive Methods
- Teamwork Foundations
- Leadership: Practical Skills
- Working with High-Conflict People as a Manager
- Setting Team and Employee Goals (SMART)
- Story Telling for Leaders
- Critical Thinking for Effective Communication
- Salesforce – Learning Salesforce CPQ
- Salesforce Essential Training
- Masterclass #3: A Channel Sales Executive Guide to Execute World Class QBRs at scale
Timeline
Lead Integration Manager, Transformation Management Office
VERTEX, TAX TECHNOLOGY
03.2023 - 03.2025
Executive Program Planner FY23 (Freelance)
MISSION OF PEACE (nonprofit)
10.2022 - 03.2023
Regional FastTrack PM, LatAm Region
MICROSOFT
04.2021 - 10.2022
Director and Vice-President
MISSION OF PEACE (nonprofit)
01.2016 - 04.2021
Sr. Regional Program Manager – Commerce Business Operations, LatAm
MICROSOFT
06.2010 - 12.2015
Sr. Business Relationship Manager
FIRST DATA IS - GOLD COAST
06.2009 - 04.2010
Product and Project Management (PMO), Senior Vice President
PROSPERITY BANK
10.2006 - 05.2009
Sr. Product Manager, eCommerce Strategy
AFFINITY INTERNET
05.2005 - 04.2006
M.S. -
Boston University
C.S.S. -
Harvard University
B.S.B.A. -
Salem State University
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