SAMUEL M. SAMUELS H.
Kissimmee,FL
Overview
24
24
years of professional experience
Work History
Director of the Ethnicities Groups (Indigenous, African Descent, Migration /Minority)
Alcaldia de Panamá
Panamá City, Panamá
03.2019 - 06.2024
- Carry out planning, direction, coordination, control and supervision of the preparation and execution of plans, programs and administrative and financial activities that are carried out in the direction.
Quality Assurances Coach -COX Campaign
Sitel Panamá
Chanis Panamá, Panamá
09.2017 - 09.2018
- Lead a team of (5) QAs to meet and exceed business objectives, ensuring that key operational and quality metrics are consistently achieved.
Flex-Billing Advisor, Business Operation BRM/ GFS
Dell Panama
Howard Air Force Base, Republic of Panama
05.2015 - 03.2017
- Understand software application functions/capabilities for the core applications that are used by operations.
Business Senior Analysis- Analyst - Flex Billing/ BRM - SME
Dell Panama
Howard Air Force Base, Republic of Panama
07.2014 - 05.2015
- Provide a high-level view of the envisioned Flex-Billing System.
Business Senior Analysis- Analyst
Dell Panama
Howard Air Force Base, Republic of Panama
01.2013 - 06.2014
- SaaS, DO Processing.
Business Senior Analysis- Analyst
Dell Panama
Howard Air Force Base, Republic of Panama
02.2011 - 01.2013
- Billing analyst to provide contract maintenance, billing support and field detailed level billing inquiries for customers.
Business Analyst-Analyst -Modular Services Reporting
Dell Panama
Howard Air Force Base, Republic of Panama
12.2009 - 02.2011
- Assist Operational support of SharePoint Hosting billing.
Business Analyst -Billing Office Team (MSSB/SaaS)
Dell Panama
Howard Air Force Base, Republic of Panama
06.2009 - 12.2009
- Perform customer billing in support of Service Management, MSSB and Modular Services accounts.
Accounts Receivable Analyst (Collection)
Dell Panama
Howard Air Force Base, Republic of Panama
07.2007 - 06.2009
- Review status of accounts and initiate collection action by contacting each account.
L1 Technical Support Specialists /Supervisor
Dell Panama
Howard Air Force Base, Republic of Panama
06.2006 - 06.2007
- Resolved technical issue over the phone.
Resolution Specialist Supervisor-Customer Care
Dell Panama
Howard Air Force Base, Republic of Panama
06.2004 - 06.2006
- Lead a team of 12 agents in resolving customer issues relating to billing, credit approvals, etc.
Customer Care Agent
Dell Panama
Howard Air Force Base, Republic of Panama
06.2003 - 06.2004
- Answer an average of 300 calls per week supporting customer needs.
General Supervisor (ACP-Contractor)
Magilu Cleans, S.A.
Republic of Panama
10.2001 - 12.2002
- Lead a team of 5 supervisors and 60 people how report direct to me.
Bilingual Secretary
Wesley Methodist Church
Republic of Panama
04.2000 - 09.2001
- Maintain reports, records, and files.
Consultant
World Bank
05.2017
- Ensure that the qualitative research planned incorporates key concerns of the Afro-Panamanian community and organization.
Education
Human Rights Specialist -
American University Washington College Law
10.2014
Bachelor's in Law and Political Science -
Universidad del Istmo
09.2005
Bachelor's degree in Electronics -
Primer Ciclo Melchor Lasso de la Vega
12.1998
Bachelor's Degree in Metals -
12.1995
Skills
- Customer-service focused
- Self-motivated
- Excellent problem-solving skills
- Ability to handle multiple responsibilities efficiently
- Proficient in Microsoft Word, Outlook, Excel, PowerPoint
- Dell intranet tools: RAMS, DOMS, IDD, Livewire, RTA, Avaya, Mercury, Harmony, Dot Send, Order Broker, Kronos, Talent Direct
- Tech support tools: GT Remote, DSN, RSL
- Service Delivery Support tools: Siebel, OLM
Relatedcourses
- Ecumenical Course (CESEP, Brazil) - 2001
- Leadership (Nicaragua) - 2001-2002
- English Tourism - YMCA Panama - 2002
- Sitel, Panama - Training for Customer Service and Sales - 2003
- Dell Panama - Training for Customer Care (In Howard Base) - 2003
- Globalization in Latin America (In Nicaragua) - 2004
- Overcoming Racism Seminar (In Geneva) - 2004
- Human Rights Seminar (In Poland) - 2005
- Strategic Human Resource Management (Panama) - 2005
- ACS L1 Tech Support Specialist Training (In Howard Base) - 2006
- Enhancing the Skills of Methodist Youth and the Young to Respond To HIV / AIDS (Guyana) - 2006
- Window Vista Training (Panama) - 2007
- DCSE (DELL Certified System Expert) - 2007
- Strategic Planning in Dell (Panama) - 2007
- Diplomado de Identidad y Cultura (Sponsor OEI) - 2010
- II Course in Public Policy: Social Inclusion of Afro-descendants (Sponsor UN) - 2010
- Course on inter-American systems international for the protection of human rights at the American University Washington College of Law (AU-WCL) - 2011
- Fellowship Programmed for People of African Descent (UN- Human Rights office of the High Commissioner in Geneva, Switzerland) - 2012
- Encuentro Iberoamericano: Juventud y Gobernabilidad Democrática OIJ, AECID & CFE (Cartagena, Colombia) - 2012
- PDRR- Programa Dialogo Regional Rural de la Agricultura Familiar - 2017
- IVLP- Minority Participation in the Democratic Process - Regional Project for the Western Hemisphere US EMBASSY in Panamá - 2017
- CURSO EN CAMPAÑAS POLÍTICAS INNOVAR PARA GANAR - 2021
Languages
- English
- Spanish
- Portuguese
Projects
Youth Fellowship President - Wesley Methodist Church in Panama 1997, 1998, 1999 Young Adults group President- Wesley Methodist Church in Panama 2002-2005 Member of the Presidium Board of Directors - World Methodist Council (Based in Ashville) 2007-2011 Member of the Board of Directors- Methodist Council of Churches in Latin America and the Caribbean (2003-2008) Member of the Board of Director-Latin American Council of Churches (base in Ecuador) 2003-2007 Member of the National Black Ethnic Committee, (Panama) Member of the Racism and Discrimination Committee in (Panama)
Timeline
Director of the Ethnicities Groups (Indigenous, African Descent, Migration /Minority)
Alcaldia de Panamá
03.2019 - 06.2024
Quality Assurances Coach -COX Campaign
Sitel Panamá
09.2017 - 09.2018
Consultant
World Bank
05.2017
Flex-Billing Advisor, Business Operation BRM/ GFS
Dell Panama
05.2015 - 03.2017
Business Senior Analysis- Analyst - Flex Billing/ BRM - SME
Dell Panama
07.2014 - 05.2015
Business Senior Analysis- Analyst
Dell Panama
01.2013 - 06.2014
Business Senior Analysis- Analyst
Dell Panama
02.2011 - 01.2013
Business Analyst-Analyst -Modular Services Reporting
Dell Panama
12.2009 - 02.2011
Business Analyst -Billing Office Team (MSSB/SaaS)
Dell Panama
06.2009 - 12.2009
Accounts Receivable Analyst (Collection)
Dell Panama
07.2007 - 06.2009
L1 Technical Support Specialists /Supervisor
Dell Panama
06.2006 - 06.2007
Resolution Specialist Supervisor-Customer Care
Dell Panama
06.2004 - 06.2006
Customer Care Agent
Dell Panama
06.2003 - 06.2004
General Supervisor (ACP-Contractor)
Magilu Cleans, S.A.
10.2001 - 12.2002
Bilingual Secretary
Wesley Methodist Church
04.2000 - 09.2001
Human Rights Specialist -
American University Washington College Law
Bachelor's in Law and Political Science -
Universidad del Istmo
Bachelor's degree in Electronics -
Primer Ciclo Melchor Lasso de la Vega
Bachelor's Degree in Metals -
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