Summary
Overview
Work History
Education
Skills
Awards, Honors, and Certifications
Timeline
Generic

Max Palacios

Atlanta,GA

Summary

Resourceful and supportive professional with a reputation for high productivity and efficient task completion. Specialized in problem-solving, customer relationship management, and technical support. Excel in communication, empathy, and adaptability to provide exceptional service and support to customers. Committed to leveraging these abilities for improved customer satisfaction and business success.

Overview

11
11
years of professional experience

Work History

Implementation Operations Specialist

Actabl
01.2024 - Current
  • Oversee end-to-end implementation of software solutions, ensuring timely delivery and compliance with project timelines.
  • Served as primary contact for clients during implementation, addressing technical issues and facilitating stakeholder communication.
  • Identified process improvement opportunities within workflows, implementing best practices to enhance efficiency.
  • Assisted with data migration and integration, ensuring accuracy and consistency of client data within systems.
  • Tracked and analyzed implementation metrics to evaluate project success and identify enhancement areas.

Senior Specialist Technical Service Manager

AT&T Public Sector - SLED / Federal Government
11.2021 - 03.2024
  • Directed cross-functional technical teams, ensuring seamless operation of mission-critical services for California Department of Technology (CALNET).
  • Served as primary contact for escalated Tier 3 technical issues, facilitating timely resolutions.
  • Cultivated long-term relationships with public sector stakeholders, exceeding customer needs through collaboration.
  • Spearheaded initiatives to streamline processes and enhance service quality, adopting best practices and automation tools.
  • Utilized analytical skills to diagnose complex technical issues, providing solutions that reduced service disruptions.
  • Provided guidance on network architecture and optimization, leveraging AT&T's services for business goals.
  • Analyzed performance metrics and KPIs to assess service levels, presenting reports on successes and improvement areas.
  • Collaborated with engineering, product development, and sales teams to deliver tailored solutions for a $20 million County of LA contract.


Senior Customer Operations Specialist

The Home Depot Corporate
06.2021 - 06.2022
  • Supported operations in completing complex project initiatives to fulfill customer business objectives.
  • Resolved action requests for multiple large-scale and mid-size projects as an incident management professional.
  • Conducted independent research to gather missing data, ensuring alignment with project objectives.
  • Communicated effectively with executive management to develop solutions for operational improvements.
  • Identified and tracked task flow between escalated incidents and ongoing projects through problem-solving.
  • Managed customer projects from initiation to completion while providing technical oversight.
  • Analyzed customer billing reports and project statuses to assist in finalizing project completions.
  • Led the development and execution of strategies to improve customer satisfaction, handling escalated service issues, and ensuring swift resolutions by monitoring customer feedback to identify trends, recommend improvements, and align customer support processes with company objectives.
  • Collaborated with internal teams, including Supply Chain, Sales, IT, and Marketing, to optimize customer-facing operations and ensure smooth, timely execution of orders, product availability, and returns processes.
  • Identified areas for operational improvements, and implemented process changes that enhanced efficiency, reduced errors, and improved response times.

Lead Customer Operations

Ralph's Company
12.2016 - 04.2021
  • Coordinated weekly business objectives for mid-sized project initiatives with precision and timeliness.
  • Developed strategies for product alignment with management procedures.
  • Aligned tasks to drive product innovation and enhance store operations.
  • Facilitated internal and external compliance practices to meet quarterly ethics goals.
  • Strategized project initiatives to ensure successful execution and effective incident response.
  • Collaborated cross-functionally to develop communication strategies aligned with company objectives.


Associate Project Manager

El Camino College
08.2014 - 05.2016
  • Assisted in the development of project plans, including timelines, budgets, and resource allocation while coordinating day-to-day project activities, ensuring alignment with established goals and deadlines.
  • Collaborated with internal stakeholders (administration, faculty, and staff) and external vendors to ensure clear communication, project scope alignment, and timely deliverables.
  • Monitored project budgets and expenditures, ensuring that projects were completed within financial constraints, while assisting in the procurement of resources, materials, and services to support project objectives.
  • Worked alongside various departments, including IT, facilities, and academic teams, to ensure successful project integration and execution throughout the project lifecycle.
  • Identified potential risks and challenges in project timelines, resources, or scope, proactively addressing issues before they impacted project delivery by providing creative solutions to mitigate project delays.
  • Contributed to the refinement of project management processes, identifying opportunities to improve workflow, enhance efficiency, and streamline communication with the adoption of new tools and technologies to improve project tracking and reporting.
  • Ensured all project deliverables met or exceeded established quality standards by conducting quality checks and assessments, ensuring the project’s end result met stakeholder expectations.

Education

Bachelor of Arts, STAR Program - Communication Studies

California State University, Northridge
Northridge, CA
01.2020

Associates in Arts - Communications / Social and Behavioral Sciences

El Camino College
Torrance, CA
01.2018

Skills

  • Issue resolution analysis
  • Client relationship management
  • Cross-functional management collaboration
  • Process optimization
  • Strategic project planning
  • Critical analysis
  • Effective technical communication
  • Quality assessment expertise
  • Data analysis and reporting
  • SLA management
  • Incident management
  • Business continuity

Awards, Honors, and Certifications

AT&T Public Sector - State of California CalNet Connection Award - 2022

  • Awarded to an Employee who exemplifies exceptional customer centric technical service and capabilities for external Federal consumers and internal counterparts

AT&T Public Sector - State of California CalNet Connection Award - 2023

  • Awarded to an Employee who exemplifies exceptional customer centric technical service and capabilities for external Federal consumers and internal counterparts

Udacity - Nanodegree Program: Digital Marketing Certification

  • Participated in a three month program to enhance the following skills: SEO Audits; Link building; Business Intelligence and Analytics; Business Metrics; MarTech, Strategic Thinking; Marketing KPI’s; Competitive Analysis; Experimentation

Timeline

Implementation Operations Specialist

Actabl
01.2024 - Current

Senior Specialist Technical Service Manager

AT&T Public Sector - SLED / Federal Government
11.2021 - 03.2024

Senior Customer Operations Specialist

The Home Depot Corporate
06.2021 - 06.2022

Lead Customer Operations

Ralph's Company
12.2016 - 04.2021

Associate Project Manager

El Camino College
08.2014 - 05.2016

Bachelor of Arts, STAR Program - Communication Studies

California State University, Northridge

Associates in Arts - Communications / Social and Behavioral Sciences

El Camino College

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