As VP & Country Manager at Lovtu Panamá, I spearhead all operations with a focus on driving sustainable growth and long-term success for both Lovtu in the Panamanian market. I lead strategic planning, business development, marketing, and customer experience initiatives, ensuring a relentless pursuit of operational excellence and innovation.Key wins include:• Developing the platform's MVP from concept to execution• Establishing the corporate infrastructure to successfully launch… Show more As VP & Country Manager at Lovtu Panamá, I spearhead all operations with a focus on driving sustainable growth and long-term success for both Lovtu in the Panamanian market. I lead strategic planning, business development, marketing, and customer experience initiatives, ensuring a relentless pursuit of operational excellence and innovation.Key wins include:• Developing the platform's MVP from concept to execution• Establishing the corporate infrastructure to successfully launch operations• Securing essential vendor partnerships• Achieving over 100K visits to www.dealhappi.com and www.lovtu.com Show less

As Tour Consultant at The Panama Tours Company, I craft and lead the creation of unforgettable travel experiences that capture the essence of Panama’s stunning landscapes, vibrant culture, and rich history. I design forward-thinking strategies and unique tour offerings, always aligning with industry best practices and prioritizing sustainability and social responsibility. My focus on innovation and customer feedback ensures that every journey exceeds expectations.Key achievements… Show more As Tour Consultant at The Panama Tours Company, I craft and lead the creation of unforgettable travel experiences that capture the essence of Panama’s stunning landscapes, vibrant culture, and rich history. I design forward-thinking strategies and unique tour offerings, always aligning with industry best practices and prioritizing sustainability and social responsibility. My focus on innovation and customer feedback ensures that every journey exceeds expectations.Key achievements include:• Maintaining perfect ratings on leading platforms like Viator and Tours By Locals• Continuously enhancing operations through customer-driven insights and benchmarking Show less

As Head of Regional Strategy & Planning for Samsung’s Central America and Caribbean customer service division, I led a dynamic team responsible for strategic planning, performance management, and process innovation across 32+ countries and all product lines. Overseeing five team members, I drove initiatives in KPI management, vendor oversight, service marketing, and customer satisfaction, all while pioneering new revenue-generating opportunities.Key achievements:• Spearheaded… Show more As Head of Regional Strategy & Planning for Samsung’s Central America and Caribbean customer service division, I led a dynamic team responsible for strategic planning, performance management, and process innovation across 32+ countries and all product lines. Overseeing five team members, I drove initiatives in KPI management, vendor oversight, service marketing, and customer satisfaction, all while pioneering new revenue-generating opportunities.Key achievements:• Spearheaded cross-functional projects that resulted in best-in-class Net Promoter Scores (NPS) for 2021 and 2022 across all product lines• Launched new initiatives that unlocked incremental revenue through service centers• Implemented a groundbreaking ESG initiative that donated repaired products to local NGOs, aligning corporate responsibility with operational excellence Show less

As the public face and leader of Panama's national citizen services, I managed a 24/7 government operation that handled over 2 million cases annually. I led a team of 10, coordinated 180+ liaison officers from various government agencies, and oversaw strategic partnerships with multiple vendors to ensure seamless service delivery both nationally and internationally.Key achievements:• Spearheaded a project that earned the Panamanian government the prestigious 2021 Open Government… Show more As the public face and leader of Panama's national citizen services, I managed a 24/7 government operation that handled over 2 million cases annually. I led a team of 10, coordinated 180+ liaison officers from various government agencies, and oversaw strategic partnerships with multiple vendors to ensure seamless service delivery both nationally and internationally.Key achievements:• Spearheaded a project that earned the Panamanian government the prestigious 2021 Open Government Partnership award, with our team also nominated for major international recognitions from the OAS and the UN• Designed and implemented an innovative tow removal process for the national transit authority, hailed for improving transparency and accountability in the public sector Show less

As Senior Manager and Site Lead for Dell’s Latin American customer service and technical support operations, I led a team of 100+ employees and managed strategic vendor relationships across multiple locations, including Brazil, El Salvador, India, and Panama. My role focused on optimizing service delivery, enhancing customer satisfaction, and driving operational excellence across the region.Key achievements:• Boosted regional Net Promoter Scores, propelling the team from 5th to 2nd… Show more As Senior Manager and Site Lead for Dell’s Latin American customer service and technical support operations, I led a team of 100+ employees and managed strategic vendor relationships across multiple locations, including Brazil, El Salvador, India, and Panama. My role focused on optimizing service delivery, enhancing customer satisfaction, and driving operational excellence across the region.Key achievements:• Boosted regional Net Promoter Scores, propelling the team from 5th to 2nd place among competitors• Strengthened partnerships with regional retailers/distributors to launch new services via carry-in repair centers• Generated $5M in annual upsell revenue through parts and services• Led a successful international project to transition back-office operations from India to Panama Show less

As Strategy Program Manager at Dell, I crafted and executed the strategic vision for after-sales service operations across 30+ Latin American countries, optimizing the balance between in-house and outsourced support networks. I also managed regional OPEX and COGS budgets ($30M combined) while ensuring ISO 9001 compliance. Key achievements:• Led a project management team in successfully launching a new business unit in Brazil, driving significant growth and operational excellence in… Show more As Strategy Program Manager at Dell, I crafted and executed the strategic vision for after-sales service operations across 30+ Latin American countries, optimizing the balance between in-house and outsourced support networks. I also managed regional OPEX and COGS budgets ($30M combined) while ensuring ISO 9001 compliance. Key achievements:• Led a project management team in successfully launching a new business unit in Brazil, driving significant growth and operational excellence in the region. Show less

As Technical Support Area Manager at Dell, I led a high-performing team of 100+ employees in managing call center operations for US small and medium business customers. My role encompassed overseeing daily technical support functions, mentoring front-line managers, and ensuring top-tier service delivery and customer satisfaction.Key achievements:• Achieved best-of-breed customer satisfaction scores within the corporate global service network by implementing best practices… Show more As Technical Support Area Manager at Dell, I led a high-performing team of 100+ employees in managing call center operations for US small and medium business customers. My role encompassed overseeing daily technical support functions, mentoring front-line managers, and ensuring top-tier service delivery and customer satisfaction.Key achievements:• Achieved best-of-breed customer satisfaction scores within the corporate global service network by implementing best practices, conducting staff training, and developing corrective action plans. Show less

As Program Manager (Performance) at Dell, I spearheaded project implementation and continuous improvement initiatives for the US small and medium business technical support network. Leading a dedicated team of 2 business analysts, I drove impactful changes and operational efficiencies. Key achievements:• Led a Green Belt BPI (Six Sigma equivalent) project that delivered substantial corporate savings exceeding $2M, demonstrating my ability to blend strategic vision with actionable… Show more As Program Manager (Performance) at Dell, I spearheaded project implementation and continuous improvement initiatives for the US small and medium business technical support network. Leading a dedicated team of 2 business analysts, I drove impactful changes and operational efficiencies. Key achievements:• Led a Green Belt BPI (Six Sigma equivalent) project that delivered substantial corporate savings exceeding $2M, demonstrating my ability to blend strategic vision with actionable results. Show less

As Technical Support Manager at Dell, I led and mentored a team of 15 specialists dedicated to delivering top-notch technical support for US commercial customers. Key achievements:• Received a personal congratulatory message from CEO Michael Dell. • Won a Silver Customer Experience award.

As the Store Manager at Kawartha Comp Tech, I was at the helm of our retail computer hardware store, overseeing everything from in-store sales and hardware assembly to pricing, purchasing, and top-tier customer service. My leadership was pivotal in streamlining store operations and elevating the customer experience.Key Achievements:• Launched a successful initiative to offer refurbished computers alongside new products, doubling our average monthly sales revenue.• Implemented… Show more As the Store Manager at Kawartha Comp Tech, I was at the helm of our retail computer hardware store, overseeing everything from in-store sales and hardware assembly to pricing, purchasing, and top-tier customer service. My leadership was pivotal in streamlining store operations and elevating the customer experience.Key Achievements:• Launched a successful initiative to offer refurbished computers alongside new products, doubling our average monthly sales revenue.• Implemented strategies that significantly improved customer satisfaction and loyalty. Show less

As Assistant Business Manager at Sea-Human Pilot, I expertly managed customer account accounting, nurtured relationships with office equipment suppliers, and conducted in-depth research for feasibility studies. I also prepared detailed monthly expense reports, contributing to informed financial decisions and operational efficiency. My role was crucial in streamlining business processes and supporting strategic planning.

As a Student Assistant with the Panama Canal's liaison division, I played a key role in supporting administrative functions within the former Panama Canal Commission. My responsibilities included handling a variety of general administrative tasks, ensuring smooth operations and effective communication within the organization. My role was integral in maintaining the efficiency and professionalism of the division.