April Palacios

Dynamic and results-driven Operations Team Leader and Associate Product Manager with over a decade of proven experience optimizing performance across accident management, telecommunications, and tech distribution sectors. Adept at managing cross-functional remote teams, boosting account revenue, and executing technical product strategies. Recognized for sharp escalations resolution, high-impact KPI coaching, and cultivating long-term vendor partnerships.

Team Lead – Pre Hire - I'm In The Right Accident Management - Australia

(2022-10)

• Spearhead, schedule, and align daily workflows for a remote operations team, ensuring continuous campaign coverage and top-tier service delivery.
• Conduct data-driven coaching and KPI evaluations, consistently improving team output and call quality metrics.
• Coordinate directly with major Australian insurance institutions via structured emails and phone escalations to expedite client claims processing.
• Compile and present performance reports and project updates directly to senior management to guide operational planning.

Virtual Professional - MyOutDesk

(2021-10 - 2022-10)

Retirement Plan

• Managed calendar logic and pipeline management to schedule key first appointments and secure high attendance rates for exclusive corporate dinner events.
• Maintained high response rates and optimized CRM lead touchpoints via multi-channel email and SMS follow-ups.

Account Executive Level II - RingCentral - Mandaluyong City

(2019-10 - 2021-09)

• Acted as the primary point of contact for complex mid-market accounts, designing tailored client communication strategies that expanded revenue streams.
• Negotiated swift, win-win resolutions for high-stakes account issues, drastically reducing customer churn rates.

Associate Product Manager - SYNNEX-Concentrix - Quezon City

(2015-03 - 2019-06)

• Designed and verified Bill of Materials (BOM) configurations for elite firewall and cybersecurity clients including WatchGuard, Fortinet, and CheckPoint.
• Managed end-to-end logistics tracking, synchronized SKU databases, and liaised directly with vendors to secure custom competitive pricing matrixes.
• Generated critical data dashboards, sales pipeline reports, and Long-Term Evolution (LTE) analytical breakdowns to enable strategic sales plays.

Team Lead - IBEX Global - Pasig City

(2013-01 - 2015-02)

• Maintained operational balance by managing vacation requests, unexpected shift shortfalls, and real-time scheduling adjustments.
• Diffused critical customer service escalations through advanced problem-solving methodologies while leading daily performance huddles.

Travel Specialist - IBEX Global - Pasig City

(2012-03 - 2013-01)

• Conceptualized and built detailed international itineraries incorporating flights, hotels, car rentals, and vacation packages for consumers, corporate and VIP clients.

Bachelor of Science - Accountancy - Far Eastern University (2006-03)