Martin Palaganas
@martinpalaganas
Operations executive building zero-to-one fintech platforms, commercial models, and scalable teams.
PhilippinesWhat I'm looking for
I’m an operations executive with 15+ years building and running commercial and operational functions inside fintech, e-commerce, and hospitality companies. Hired to “fix broken operations,” I’ve repeatedly stood up infrastructure, systems, and teams from zero across four companies.
At Metromart, I unified 4 previously siloed pillars—Customer Service, Business Development, Account Management, and B2B Sales—into one growth strategy that drove 60% revenue growth in 12 months. I digitized 10+ core workflows, redesigned the customer journey, and rebuilt the CX operating model—lifting NPS from 4 to 8 and cutting AHT by 50% within 3 months.
Currently, I lead Enterprise & MSME Presales and Segment Solutions at GCash, where I own commercial models and go-to-market frameworks for 5+ merchant segments. I translate 20+ merchant/partner requirements per quarter into deployable payment and financial-service solutions, build 10+ segment-specific commercial models, and cut new-vertical launch time from 12 weeks to 4 weeks.
Experience
Work history, roles, and key accomplishments
Presales & Segment Solutions Head
GCash
Nov 2025 - Present (8 months)
Own commercialization strategy for Enterprise & MSME segments and translate merchant/partner requirements into deployable payment and financial-service solutions. Built segment-specific commercial models and go-to-market frameworks, and led presales/solutions delivery including new payment device evaluations and rollouts.
Head of Operations
Metromart Inc.
Aug 2022 - Nov 2025 (3 years 3 months)
Owned company-wide operations strategy for nationwide expansion, scaling coverage from 6 to 30+ cities. Unified customer service, business development, account management, and B2B sales, and digitized core workflows to improve conversion/retention, NPS, and operational efficiency.
Consultant — Global Sales Operations
Modiv Group Inc.
Jul 2021 - Aug 2022 (1 year 1 month)
Centralized global sales operations for Sonesta Hotels by replacing manual processes with a SharePoint hub. Built the centralized RFP process and delivered SOPs and live training to sales stakeholders across multiple regions.
Head of Operations
Lumin Group Inc.
Jul 2021 - Apr 2022 (9 months)
Built operations infrastructure, policies, and process systems from zero to support U.S.-based corporate sales enablement client programs. Recruited and trained a full operations team to meet regulatory compliance and delivery targets, while optimizing delivery costs.
Senior Manager (Luxury & Voice)
Oct 2019 - Jul 2021 (1 year 9 months)
Led sales and service teams of 120+ to exceed conversion targets and improve performance. Managed outcomes across luxury and voice departments.
Global Operations Support Manager
Jan 2016 - Jun 2018 (2 years 5 months)
Delivered performance analytics and BI reporting to shape revenue strategy across multiple regions. Designed global sales operations dashboards and policies adopted across markets, standardizing KPI reporting and resolving cross-regional operational bottlenecks.
Built global reporting tools, dashboards, and training materials used by sales staff across multiple markets. Contributed to the global rollout of IHG Javelin (Salesforce CRM) across regions, driving user adoption from 0 to 100%.
Training & Customer Service Roles
APAC Customer Services
Jan 2008 - Jan 2011 (3 years)
Built training curricula, onboarding modules, and performance-improvement plans for customer service teams. Supported customer service operations through training and continuous improvement.
Training & Customer Service Roles
VXI (Western Union)
Jan 2008 - Jan 2011 (3 years)
Built training curricula, onboarding modules, and performance-improvement plans for customer service teams. Supported customer service operations through training and continuous improvement.
Training & Customer Service Roles
Teletech
Jan 2008 - Jan 2011 (3 years)
Built training curricula, onboarding modules, and performance-improvement plans for customer service teams. Supported customer service operations through training and continuous improvement.
Education
Degrees, certifications, and relevant coursework
Saint Louis University
Bachelor of Science, Marketing
2003 - 2007
Earned a Bachelor of Science in Marketing from Saint Louis University in Baguio from 2003 to 2007.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Social media
Job categories
Skills
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