Eduardo Enrique Licona Ribeiro
Panama
Summary
Results-driven professional with 5+ years of experience in sales support, quoting operations, and business process optimization within global organizations. Proven ability to lead cross-functional teams, manage complex quoting and order management workflows, and develop actionable insights through data visualization. Skilled in aligning local operations with global programs, implementing tools and training to drive user self-service, and delivering consistent improvements in customer and sales team experiences. Recognized for clear communication, strong ownership, and a proactive approach to solving challenges across teams (Sales, IT, L1/L2 Support).
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Analyst
Readiness & Adoption/Sales Tools Support (L2)
06.2023 - Current
- Create dashboards to measure the number of cases worked on in their respective timeline and update the reports with the latest information available and ensure that the information in the DB matches the Power BI.
- Drive Simplified Configure, Price and Quote Ecosystem, by ensuring alignment with global programs and mitigating potential impacts that those will cause on existing Tools & Processes (GOP & MCC programs ).
- Acknowledge SSCs cases transferred by L1 timely (10min) and ensure close loop feedback for all SSC Cases converted into INCs, promoting clear communication (among L1, L2, IT SMEs and users) and INC traction (to not aging more than a month).
- Leverage our Sales Training Decks and Sales Forums to ensure Sales Awareness and Readiness by promoting the features/changes delivered on each Release.
- Simplify Sales Support: Leverage Sales/Champions feedback and releases changes to drive change and to plan KBs, Walk Me´s and Chat BOT inputs to allow users to continue Self-Serve throughout our platforms.
- Involved on implementation/adoption
Senior Analyst Sales Operations
Team Lead Quote Support Center
01.2023 - 05.2023
- Develop, and make improvements on SharePoint/Designer/InfoPath
- Drives team goals through the coordination of work
- Works on complex quoting projects, rollouts, on-line and services Involved in support type functions, stats, documentation of policy and procedures, reporting and research, and occasional order entry.
- Onboard Sales and workflow distribution
- Provide metrics of the team to the leadership, to see opportunity areas.
Analyst, Sales Operations
Quote Support Center
01.2020 - 01.2022
- Oversees the Quoting Process to ensure highest quality and productivity in processing and splitting of Quotes on Dell Quoting Tools (Dellstar, DOMS)
Senior Specialist
Order Management
01.2019 - 01.2020
- Manage of high complex and dedicated accounts.
- Experience on areas of opportunity identification and continue process improvement.
- Great results on customer experience. (Both internal, and external customers)
Specialist
Order Management
01.2018 - 01.2019
- Oversees the Order Management workflow to ensure highest quality and productivity, while helping drive Customer Experience improvements.
- Involved in support-type functions, stats, documentation of policy and procedures, reporting and research, and occasional order entry.
Education
Associate of Science - Cyber Security
Universidad Del Istmo De Panamá
Panama City, Panama06-2028
High School Diploma -
Instituto Justo Arosemena
Panama City, Panama01.2016
Skills
- Skilled in data analysis and presentation using Microsoft Office tools
- Problem-solving skills
- Rapid adaptability
- Strategic issue analysis
- Incident Management
- Content Creator
- Knowledgeable in Dell tool applications
Languages
Portuguese
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Italian
Elementary (A2)
Certification
G.H.O.S.T Grey Hat Offensive Security Technician.
Timeline
Senior Analyst
Readiness & Adoption/Sales Tools Support (L2)
06.2023 - Current
Senior Analyst Sales Operations
Team Lead Quote Support Center
01.2023 - 05.2023
Analyst, Sales Operations
Quote Support Center
01.2020 - 01.2022
Senior Specialist
Order Management
01.2019 - 01.2020
Specialist
Order Management
01.2018 - 01.2019
Associate of Science - Cyber Security
Universidad Del Istmo De Panamá
High School Diploma -
Instituto Justo Arosemena
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