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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 - Mar. 2023Panama
Dell Panama, HowardBusiness Senior Analysis- Analyst - SaaS - SMB, & DRM/DDM Legacy
Mar. 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 - Mar. 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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