Juan Carlos Palma

Leads cross-functional alignment across client-facing departments to drive consistent outcomes and streamlined processes. Supports company-wide performance goals including client retention and pipeline management.

Led the transition of technical support into a training and product-adoption role. Built new processes and designed workflows to improve resolution speed and client product adoption.

Partnered with Sales, Onboarding, Technical Support, and Customer Success to design strategies for a smoother client journey. Identified and resolved friction points across the customer lifecycle.

Led the Onboarding department, ensuring new clients successfully adopted the product from day one. Owned onboarding outcomes tied directly to client retention and satisfaction.

Provided freelance administrative support building high-level performance reports for QBRs and MBRs. Conducted internal performance analysis to support executive decision-making.

Owned end-to-end operations for multiple client programs, covering planning, staffing, and performance. Built team structure and processes from the ground up as programs scaled.

Managed and coached frontline staff, taking direct ownership of performance and development. Analyzed performance data to identify root causes and implement corrective plans.

Gathered and documented business and functional requirements with stakeholders. Ran root-cause analysis and process-improvement sessions to fix workflow inefficiencies.

Managed correspondence, scheduling, and meeting coordination for senior leadership. Prepared expense reports and coordinated travel arrangements.

Completed a program in Strategic Management of Human Talent Based on Competencies.

Earned a diploma in Agile Management of Complex Projects in Operations.

Pursued a Bachelor's Degree in Business Administration & Management.