Javier Palacios

• Achieved board objectives by strategically aligning resources and initiatives with organizational goals.
• Improved overall company performance through proactive engagement in executive decision-making processes.
• Developed and implemented comprehensive strategic plans to drive growth, profitability, and long-term success.
• Enhanced operational efficiency by optimizing resource allocation, streamlining processes, and implementing cost-saving measures.
• Monitored key business risks and established risk management procedures.
• Encouraged collaboration and cross-functional teamwork among departments to break down silos and foster innovative problemsolving.

• Directed strategic initiatives across 11 countries and 52 call centers, improving
customer satisfaction by 5% and resolution rates by 6%.
• Delivering $24M in operational savings through Broadband initiatives and optimizing
workflows.
• Led cross-functional collaboration across IT, Sales, Marketing, and Operations to reduce
redundant workflows by 10%.
• Spearheaded digital engagement strategies that improved first call resolution by 7%
and reduced Average Handle Time by 5%.

• Oversaw the Southwest Chapters of HACEMOS, successfully securing hundreds of scholarships and driving impactful community
  engagement through strategic volunteering and fundraising initiatives. Lead efforts to foster educational opportunities and enhance
  the well-being of our communities
• Cultivated strong relationships with external partners to foster collaboration and maximize resources.
• Delivered operational excellence by optimizing resources and processes.
• Oversaw organization-wide changes to modernize procedures and organization.

I lead SaaS flip projects that transition clients from on‑premise ERP systems to Tyler’s secure cloud environment. My work centers on structured project leadership, coordinating technical teams, and guiding clients through change with clarity and confidence. I manage the full migration lifecycle—from discovery and data validation to testing, go‑live, and stabilization—while driving operational excellence and continuous improvement across every engagement.

• Lead and develop a high performing team of Mobility Retention agents that are AT&T's last potential interaction with a customer and develop them to save and bundle our customers to retain their business.
• Achieved top performance by strategically adapting to rapidly changing, competitive environment.
• Encouraged the adoption of new sales techniques and technologies to help team members stay ahead in a competitive market.
• Cultivated strong relationships with team members, fostering trust, respect, and collaboration that led to increased productivity.

• Lead and develop a high performing team of technical support agents that handle 1st call resolution for all mobility consumer needs while consistently exceeding monthly targets.
• Led employee relations through effective communication, coaching, training, and development.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.