Carlos Franca

Carlos Franca, an experienced Sales and Operations Executive, has taken charge of new business development, sales operations, channel management, business process outsourcing, and customer relationship enhancement. His proven track record in defining and implementing operational strategies has made him a trusted advisor for business units, driving collaboration across organizational boundaries.

With a Bachelor of Science degree in Industrial Engineering from Universidade de São Paulo, Franca excels at focusing on revenue and the bottom line. He has driven double-digit growth in eCommerce sales, revamped foreign consumer payment validation, and led business process outsourcing initiatives that reduced operating costs by over 30%. He has also achieved a 70% migration to digital downloads that reduced fulfillment costs by over 50%.

Franca has led teams of over 50 program management, account management, and customer service professionals, directing the start-up of multiple teams and new organizations, including customer support groups and outsourced processes. His customer service orientation has earned him a "Number 1" rating for customer satisfaction in Distributor and Reseller channels through the "Excellence in Execution" program for customer support/service.

As the Vice President of eCommerce Sales and Operations at Alliance Entertainment and former Director at Microsoft, Franca has gained extensive experience across many areas. He has transformed operations by creating stronger alignment with customer/partner segments, relocated and redesigned Latin American organizations by hiring and relocating over 30 people, redefined jobs and functions, and communicated with internal stakeholders and customers globally.