Responsible for a big data, geolocation and software development project with direct impact to Panama Government sustainability and social impact goals. Coordinated internal resources and third parties/vendors for the flawless execution of the project. Ensured that the project was delivered on-time, within scope, and within budget. Developed a detailed project plan to track progress, including timelines, and resource allocation. Managed changes in project scope, schedule, and costs. Measured project performance using appropriate systems, tools, and techniques. Reported and escalated to management as needed. Performed risk management to minimize project risks. Created and maintained comprehensive project documentation. Liaised with cross-functional teams to ensure all aspects of the project were compatible. Fostered a collaborative environment and ensured effective communication within the team.

Responsible for a big data, geolocation and software development project with direct impact to Panama Government sustainability and social impact goals. Main responsibilities: • Coordinate internal resources and third parties/vendors for the flawless execution of the project. • Ensure that the project is delivered on-time, within scope, and within budget. • Develop a detailed project plan to track progress, including timelines, and resource allocation. • Use Jira, Trello, MS Planner and MS Project to manage tasks, sprints, and report project status. • Manage changes in project scope, schedule, and costs. • Measure project performance using appropriate systems, tools, and techniques. • Report and escalate to management as needed. • Perform risk management to minimize project risks. • Create and maintain comprehensive project documentation. • Liaise with cross-functional teams to ensure all aspects of the project are compatible. • Foster a collaborative environment and ensure effective communication within the team.

Recruited to do the mapping and execution of fundamental changes in how the business runs to support Channel Partners globally. This includes personnel, processes, and technology, looking for broad and strategic implementations. Responsible of developing and implementing systems and processes to enhance operational workflow. Key Accomplishments • Lead and organize meetings, contributing to strategic planning and decision-making. • Reduction of 30% of waste on Partner Readiness Improvements around digital transformation of our tools and processes. Ensuring new IT releases happened on time and stakeholders are engaged throughout the process. • Prepared a gap analysis, process mapping and recommendations for a new product launch at the company, identifying that 60% of the gaps were related to communication and expectations of team members and business units. • Enabled 6 training sessions throughout a quarter, for sales teams, improving their knowledge and tools usage to better serve our Distributors, Retailers and Resellers globally. • Assessed existing operational procedures, identify opportunities for enhancement, and introduce strategic modifications aimed at improving overall efficiency and productivity. •

Enhancing expertise in AI through the Artificial Intelligence: Business Strategies and Applications program at UC Berkeley. Pioneered and delivered specialized courses in project risk analysis using Generative AI (Gen AI) in Colombia and Panama. Designed and delivered an intensive PMP certification preparation course for the Panama Canal Authority. Provided project management consulting for a multi-faceted government project. Delivered project management foundation training to a team of electrical engineers in Honduras. Successfully delivered numerous PMP and Agile certification preparation courses as a PMI Training Provider.

Responsible for managing a group of 15 Program Managers who support Channel Partners Operations enabling Dell Capabilities. Directing efforts to achieve the strategic and operational objectives of the organization and interacting with business owners to ensure their needs are being met. Manage HR-related functions including recruitment, team engagement, and performance evaluations. Key Accomplishments • Managed an operations team of 15 individuals. • Managed team budget • Oversee business operations across LATAM, recruiting and hiring 15% of the team members who were geographically distributed among Mexico, Central America, Brazil & South America supporting Distributors, Retailers and Resellers. • Lead the virtual team across Latin America allocating resources to ensure cost effectiveness and resources utilization. • Strongly collaborated with LATAM logistics team with Distributors, Retailers and Resellers escalations throughout the region. • Maintained governance of our business initiatives, categorizing them in Change the Business vs Run the Business, and have a better focus of how to execute transformation initiatives and projects, categorizing and prioritizing more than 30 initiatives every 2 quarters. • Created a certification plan and roadmap, based on PMI certifications and methodologies for 15 project managers. • Facilitated Stakeholders Engagement, using agile tools and techniques, with the objective of having a read out of key focus areas and priorities. Stakeholders were Senior Managers and Directors of different business units. • Held retrospective meetings for Mexico cross functional teams, to identify potential improvements in the way the team works and bridge communications gaps. • Collaborated with sales and support leadership teams in developing and delivering engagement plans that fulfill the customer's objectives. • Served as customer advocate internally and influence products, websites, documentation, processes, and people to improve customer satisfaction and retention. • Continuously looked opportunities to enhance the channel partners process, iterating on strategies, refine best practices, and introduce new approaches to better serve customers.

Responsible for managing a group of 12 Program Managers who support global accounts enabling Dell Global Capabilities. Directing efforts to achieve the strategic and operational objectives of the organization and interacting with business owners to ensure their needs are being met. Manage HR-related functions including recruitment, team engagement, and performance evaluations. Key Accomplishments • Led and managed a team of 12 individuals, providing guidance, support, and mentorship. • Contributed to the development and implementation of customer success strategies and initiatives. • Managed team budget • Addressed and resolve escalated customer issues and concerns, ensuring a timely and effective resolution that aligns with the company's values and policies. • Collaborated with sales and support leadership teams in developing and delivering engagement plans that fulfill the customer's objectives. • Continuously looked opportunities to enhance the customer success process, iterating on strategies, refine best practices, and introduce new approaches to better serve customers. • Served as the voice of the customer within the organization, advocating for customer needs, requirements, and feedback.

Oversees the support of customers encountering problems using Dell products. Supervises 20 representatives that were answering inquiries and providing tech support, primarily over the telephone, email, or chat. Establishes and maintain systems that provide solutions to customer questions and problems. Ensure representatives are properly trained on our products, policies, and procedures. Analyze and respond to operational productivity and customer satisfaction. Manage HR-related functions including recruitment, team engagement, and performance evaluations. Key Accomplishments • Lead a team of 20 individuals, tech support agents. • Besides my Tech Support Manager responsibilities, I was assigned to led PMI certifications training for Tech Support Panama Managers. o CAPM/PMP Examination Preparatory Workshops o 10 managers certified out of 17. • Managed team budget • Drove the regional transformation initiative: Centralized Technical Lead implementation to align 3 global roles and its responsibilities. • Responsible of Quality Scrub Process Mapping for internal ISO Quality Audit. • Lead Cross functional People Strategy Projects for Panama and Brazil. Hired, fired and promoted agents to their next career path. • Successfully drove business personnel calibration, achieving an English assessment of our floor, which is one of our career developments challenges.

Coordinate global account strategies around the world. Responsible of defining and understanding requirements on a regional basis, interfacing with customers and coordinating Global issues and opportunities, escalation path for regional issues. Supports and drives global projects and opportunities. Achieve operational goals through others. Key Accomplishments • Onboard new customers and introduce them to our products and support processes. • Collaborate with sales and support in developing and delivering engagement plans that fulfill the customer's objectives. • Assist sales in identifying growth opportunities or renewal risks. • Serve as customer advocate internally and influence products, websites, documentation, processes and people to improve customer satisfaction and retention. • Consistently working with Virtual Teams to develop, organize and document project plans for global purchase orders and deployments, leading meetings with Americas, EMEA and APJ internal and external global teams and monitoring execution until delivery. • Acted as coach for Six Sigma-Lean projects. • As a mentor I collaborated in closing four (4) Six Sigma-Lean projects on 2013 and two (2) in 2014. • Participated in internal recruiting process to evaluate and select new team members for my team. • Led Panama New Hires Onboarding Plan and Mentoring Plan during ramp up period. • YB certified: Created and developed Panama Global Customer Programs Academy in 2013. 10k soft savings per quarter. • First PMP certified member within Global Customer Programs Panama team.

Responsible of managing Dell Services Sales and Projects, (inside and outside sales), as a consultant for corporate customers. Ensure that our sales force position and sell Dell Services Portfolio, preparing action plans to increase services sales. Assume leadership in keeping sales teams and Partners up to date on Dell Services. Key Accomplishments • As a coach I coordinated and delivered training of the new Services Portfolio. Training was targeted to the internal sales force and to authorized partners across Latin America and The Caribbean. I trained more than 50 sellers and 15 partners per quarter. • 106% sales attainment

Responsible of design, implementation, administration and operation of training programs, practices, and procedures to all levels of personnel. Developed programs and practices to identify developmental needs. Provided on-going consultation on training and development research, new materials, methods, and techniques. Participated in job fairs, supporting Talent Acquisition team and the Business Units in the recruiting process. Managed group of up to 30 trainees, training them when New Hires and making follow up on their performance and needs for 6 weeks ramp up period. Analyzed New Hire metrics data and prepare reports in conformance with business needs. Key Accomplishments • Delivered training for New Hire classes within Latin America Sales Businesses. o Product Training o Sales Techniques o Negotiation Skills o Tools, Policies and Procedures • Revamped New Hires Agendas for Latin America Sales Organizations, improving content on functional skills that agents needed to develop to achieve their goals. • Leader of Latin America Training Integration Project (Panama, El Salvador, and Brazil) aligning the regions to have the same training strategy, information, and roadmap, managing a new share point training portal. • Identified key gaps for Central America and The Caribbean Corporate Sales Organization by elaborating a Gap Analysis and Project Development, establishing metrics that can measure agents’ performance, a process for performance follows up, and providing analysis and recommendations to Management Team. • Supported Talent Acquisition team in pre-screening interviews for computer skills, English fluency and selling skills.

Acted as an individual contributor responsible for selling Dell’s products and services (via telephone, web, or e-mail) to Resellers, Small Business and Home Users customers on Latin America and the Caribbean. Focused on maintaining and expanding business relationships/market share with existing Dell’s customers (Retention/Development). Delivered a positive and rewarding customer experience according to Dell standards. Key Accomplishments • 112% sales attainment, with average sales of 2M dollars.