Samuel Samuels - Director of Ethnicities Group, Alcaldía de Panama

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Work Background

Alcaldía de Panamá Director of Ethnicity Groups ( Indigenous, African Descent, Minorities/ Migration)

Jul. 2019Panama City, Panamá, Panama

Self-employedDirector

Jul. 2017 - Feb. 2023Panama

Dell Panama, HowardBusiness Senior Analysis- Analyst - SaaS - SMB, & DRM/DDM Legacy

Feb. 2011 - Mar. 2017Howard Air Force Base, Republic of PanamaBilling analyst to provide contract maintenance, billing support and field detailed level billing inquires for customers of Modular Service GAMMA offer and Manage Service for Small Business platform applications. This includes the following: · Cross capability communication and problem resolution in relation to billing and associated reporting monthly basis. · Supporting multiple customer accounts, performing customer contract maintenance, including fielding customer questions and support via telecom and email. Daily Duties include: * New Contract On-Boarding * Contract Maintenance * Monthly, Quarterly, and Annual billing generation * Payment validation * Billing Order Verification * Troubleshooting Activities * Handling internal and external customer Escalations * Daily and monthly Reporting Bronze Award Recipient Q4 -12/2011 Award for achievement above and beyond normal job requirements for PCI-CSA audit control

Dell Panama, HowardBusiness Analyst-Analyst

Dec. 2009 - Feb. 2011Modular Services Reporting Assist Operational support of SharePoint Hosting billing * Operational Support GOP expansion support to Canada, LA & APJ Support all the others BU process to be able to manage all the BOT TEAM projects Run (30) Manual Usage reports to fill the OLM monthly. Fill the Install Based Report , Symantec & MacAfee Follow the GOP Billing Process Siebel Billing for modular services & issues standing weekly meeting Supporting multiple customer accounts, performing customer contract maintenance, including fielding customer questions and support via telecom and email. Handling internal and external customer Escalations Daily and monthly Reporting Monthly, Quarterly, and Annual billing generation Bronze Award Recipient Q3 -10/2010 Award for achievement above and beyond normal job requirements

Dell Panama, HowardBusiness Analyst

Jun. 2009 - Dec. 2009Billing Office Team (MSSB/SaaS) Global Services Operations Billing and Contract Management Perform customer billing in support of Service Management , MSSB and Modular Services accounts Manage partner payments for Services Management and the IMT business Handle customer queries/escalations, including telecom support line Customer account set up and maintenance (contracts and SKU's) Post sales management of contracts including strategic direction, interpretation and negotiation Contractual risk mitigation and dispute resolution Ensure all parties comply with contracts, laws and regulation Monthly brainstorming meetings on how to better our current processes to reduce billing and contract errors. Create/maintain up to date a master BOT training manual to improve operational design and processes. Develop a unique and standardize process for the ED/SB Support PMMS expansion and roll-out to 67 U.S. cities (Q2FY10), as well as future global expansion Support GOP expansion in EMEA, APJ, as well as US Modular Service Reduce billing errors/exceptions by following designed processes and meeting all operational KPI's. Ensure all individual required training (compliance, Global Services, ITIL, professional) is completed by assigned deadline Ensure personal performance plan are in place Informational training lunches that will allow team members to ask questions and practice in areas where they need development. Reduce billing and contract errors to improve customer experience and confidence Construct an effective guide on how to effectively handle customer escalation issues Raise our customer retention % by, Wowing, our customer with our world class customer service.

Dell Panama, HowardAccounts Receivable Analyst (Collection)

Jul. 2007 - Jun. 2009Review status of accounts and initiate collection action by contacting each account. Interface with appropriate departments to research outstanding balances and resolve customer issues. Maintain records concerning changes in accounts. Verify and approve orders for release. Respond to internal and external customer account inquiries. Compile weekly/monthly reports regarding receivable assets. Ownership for Customer Experience in relationships with external customers Works on assignments that are complex in nature where considerable judgment and initiative are required in resolving problems and making recommendations

Dell Panama, HowardTechnical Support Specialists

Jun. 2006 - Jun. 2007Resolved technical issue over the phone Motivate agent in the team to achieve our daily goals In charge of team Projects Follow Up- on all customer to ensure resolution DCSE (Dell Certified System Expert) Develop a Mini Team Process to motivate the team

Dell Panama, HowardResolution Specialist Supervisor-Customer Care

Jun. 2004 - Jun. 2006Lead a team of 12 agents in resolving customer issues relating to billing, credit approvals, etc. Provide escalation support and handle irate customers in a professional manner Investigate issues and provide appropriate resolution for all incoming calls Follow-up on customer inquiries and requests Retain customers that wanted to cancel their account/orders Contact the customer to confirm issue resolution, credit and orders Review metric reports for improvement opportunities and recognition. Perform daily audits and provide feedback to enhance individual and team performance Motivate the agents in achieving goals through consistent coaching and feedback sessions. Coach and train new hires and senior agents on the customer care agent role, policies and Procedures and business tools Place and dispatch hard and soft orders for Global Dell customers

Dell Panama, HowardBusiness Analysis Advisor

Jun. 2003 - Mar. 2017Understand software application functions / capabilities for the core applications that are used by operations. • Strong attention to detail. Take part in test scenario development. Trace testing scenarios to requirements. • Create testing scenarios and documentation of UAT Test Scenarios, Test Cases and Test Scripts; and preparation of Test Data • Execute test scenarios during scheduled time frames. • Identify and analyze testing issues / defects & Log defects in online defect management tool. • Provide feedback on testing processes, what works well and what could work better. • Communicate potential issues to appropriate audiences. • Document test results and adhere to test reporting standards. • Perform post deployment validation

Dell Panama, HowardCustomer Care Agent

Jun. 2003 - Jun. 2004Answer an average of 300 calls per week supporting customer needs Provide the customer with information and resolve issues Follow-up on all customer issue and inquiries Provide exchanges or discounts to satisfy and retain Dell customers Developed strong customer experience by always putting the customer first Manage the team in the manager's absence Mentor new hires and senior agents on procedures

Contratista Maguilu Clean Services en la ACPGeneral Supervisor

Oct. 2001 - Dec. 2002Lead a team of 5 supervisors and 60 person how report direct to me Ensure employees deliver quality service through consistent communication with the Panama Canal Conduct maintenance training to all employees to ensure quality and efficient service Classify and maintain product inventory Interview and hire candidates Perform maintenance in the field when necessary

Wesley MethodistBilingual Secretary

Apr. 2000 - Sep. 2001Maintain reports, records, and files Prepare materials for correspondence, meetings and conferences Translation, editing and proofreading of legal documents and correspondence Prepare bulletin for services

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