Felix Arauz Email & Phone Number

Leading Data Protection, Desktop Authority and Microsoft Platform Management teams

Panama

This was a great experience where we were working with engineers with expertise in different areas. Thanks to this opportunity I was able to use my strategics planning, leadership and team management skills. I was assigned to coordinate the hiring and training of the Tech Support team, working with global teams and leaders. I volunteered also to ensure office readiness and help with the whole operation.

Panama

Led the Business System Analysts team for the IT Organization in Panama supporting teams globally and was the main POC for external managers with team members in Panama. My main responsibilities were to communicate and translate IT Sr. Leaders vision/strategy to staff, remove obstacles and ensure my team have an effective communication with coworkers. In this position my team handled Projects for different areas like Supply Chain, Digital Fulfillment among others. I gained experience working with Senior Managers and acquired the experience of working with contractors At the same time I led the people development/team building & community involvement initiatives for this organization.

Panama

Manager for Dell Latin American Social Media, Dispatchers and Consumer Escalations Team, for this new role the challenge was to engage three different teams and increased their scope off support to have backup plans within our 3 main areas. Productivity in three areas increased Quarter over Quarter. In this new chapter I had the opportunity to handle a different business that involved content development for our website and SMaC channels always focused on delivering solutions that enable our customers to learn and find valuable information

Panama

I led Tech Support queues for Consumer Tech Support and Customer Care with up to 27 team members, major KPIs were focused on customer satisfaction and drive resolution. In this role I was responsible for leading teams in different queues like chat and email. During this time I focused on developing people in different areas, we became a talent pool for other businesses. I started as a Technical Support Supervisor and after a year I was promoted to Technical Support Manager 1 and started to be more involved in projects while making sure KPIs goals were achieved.

Panama

Delivered technical training curriculum to Dell team members through a combination of blended learning solutions.Executed and shared best practices for ensuring excellence in instructor training and performance. I also ensured effective delivery of training and solutions to support the highest competence given the level of knowledge and skills required. Provided feedback to leadership on classroom performance and Dell team member experiences and recommend actions for improvement.

Panama

Handle escalated cases, took ownership of unresolved issues and acted as single point of contact for customer from inception of issue until resolution is met. Owned communications for status and updates to all interested parties. Drive closure of incident through proactive research, engagement, and communications with necessary parties and resources. I was also Safety Hazard Specialist for Latin America and the Caribbean & Team Lead backup

Panama

I joined the company at an entry level helping customers and providing a great customer experience. I enjoyed to proactively provide the best resolution to the customer by using empathy with the issue and developing a positive communication channel with the customer. Thanks to my performance after 6 months I was assigned to an Outbound team, where I had to put in practice my time management skills and started to solve cases that were not solved in the inbound queues.