Javier Palacios
Lubbock,TX
Summary
Results-driven operations leader with over 20 years in telecommunications and customer service, recognized for achieving $24M in annual savings and generating $165M in revenue. A four-time AT&T Summit Award winner, adept at improving organizational KPIs in customer satisfaction and increasing resolution rates through strategic initiatives and effective team collaboration.
Overview
23
23
years of professional experience
1
1
Certification
3
3
Degrees
5
5
years of post-secondary education
Work History
President, Board of Directors
Catholic Charities Of Lubbock
01.2023 - Current
- 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.
Sr. Program Project Manager
AT&T Inc.
11.2021 - Current
- Working with call center operations team to find ways to improve operating efficiencies for the Mobility Technical Support organization
- Led initiatives to reduce operating costs for the organization by over $1.25M in the last year.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
Southwest Regional President
HACEMOS
07.2020 - 09.2022
- 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.
Sales Coach
AT&T Mobility
03.2020 - 10.2021
- 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.
Team Manager Advanced Tech Support
AT&T Mobility
01.2015 - 02.2020
- 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.
Education
MBA - Business Administration And Management
Jack Welch Management Institute
Washington D.C. 05.2023 - 03.2025
Bachelor of Arts - Business Administration And Management
Strayer University
Washington, DC 12.2022 - 05.2023
Associate of Arts - Business Administration And Management
Strayer University
Washington, DC 01.2020 - 12.2022
Master of Science - Artificial Intelligence
Strayer University
Washington, DC 06.2025 - Current
Skills
Team Leadership & Development
Customer Journey Mapping
Cross-Functional Collaboration
Strategic Project Management
Data Analysis & Performance Optimization
Customer Experience Optimization
Operations and Change Management
Digital & Technology Integration
Vendor & Partner Relationship Management
Stakeholder Communication & Reporting
Accomplishments
- 2025 Seton Hall University Customer Experience Program Advisor
- 2024 SMU Rising Latino Leaders Program Graduate
- 2021 HACE Emerging Latino Leaders Graduate
- 4-Time AT&T Summit Award Winner
- 2021 Management Development Program Advisor
- 2020 Management Development Program Advisor
- 4-Time Presidential Service Award Winner
- 2018 Jaime Barton Drive Program Graduate
- 2018 Management Development Program Graduate
- 2017 Service Excellence Award Winner
- 2019 FEMA Surge Support Lead
Certification
- Six Sigma Green Belt, AT&T Inc.
- Customer Experience Certificate Program, Seton Hall University - Academic Program Advisor 2024-2025
- Rising Latino Leadership Program - Southern Methodist University - 2024
Languages
Spanish
Native or Bilingual
Timeline
Master of Science - Artificial Intelligence
Strayer University
06.2025 - Current
MBA - Business Administration And Management
Jack Welch Management Institute
05.2023 - 03.2025
President, Board of Directors
Catholic Charities Of Lubbock
01.2023 - Current
Bachelor of Arts - Business Administration And Management
Strayer University
12.2022 - 05.2023
Sr. Program Project Manager
AT&T Inc.
11.2021 - Current
Southwest Regional President
HACEMOS
07.2020 - 09.2022
Sales Coach
AT&T Mobility
03.2020 - 10.2021
Associate of Arts - Business Administration And Management
Strayer University
01.2020 - 12.2022
Team Manager Advanced Tech Support
AT&T Mobility
01.2015 - 02.2020