Marvin Concepcion
Panama,8
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Foundever Panama
04.2023 - Current
- Servicing US based customers by fulfilling their day-to-day requests on banking needs.
- Providing tier 2 escalation support to internal teams and front-line agents.
- Maintained high level of professionalism when interacting with customers, ensuring positive experiences.
Sourcing Specialist
Grainger Panama Services
04.2021 - 03.2023
- Processing about 80 - 120 orders daily via SAP, to ensure past due invoices be paid on time and avoid high dollar amount orders to be delayed.
- Constant communication with suppliers and all stakeholders within order processing workflow to optimize order status.
- Also working with Account Managers to ensure every account to meet customers’ expectations in terms of shipping timeframes.
- Reduced procurement lead times by 10% weekly through effective negotiation with suppliers and streamlining internal processes.
Lead Research Analyst
Refinitiv An LSEG Business
03.2008 - 01.2021
- Perform enhanced due diligence research, background checks and compliance control by gathering and analyzing data to be incorporated within a top executive level enhanced due diligence report used by customers for M&A’s, Takeovers, Corresponding Banking, and other business transactions on a global scale.
- Maintaining extensive worldwide litigation database for over 100 countries and collecting derogatory information that is relevant to customer’s needs in order to make business decisions.
- Maintaining constant communication with stakeholders at different levels to compile necessary information to be presented in reports.
Sales Specialist Level 2/interim Trainer
Dell (Panama) Inc.
03.2004 - 03.2008
- Creating more than 5 training modules per week for new hires
- Record keeping of trainings provided.
- Delivering trainings for new hires/standard employees
- Assisting customers via telephone to provide computer solutions.
- Creating quotes for potential customers
- Keep database of customers up to date
- Managing and controlling sale processes and warranty support documents.
Education
Bachelor in Business Administration in Ports and Maritme Affairs -
Interamerican University
Panama City, 805.2024
Graduate Degree on English with Emphasis in Translation -
Oteima University
David, Chiriqui11.2003
Skills
- Good at working with people
- Proactive
- Accountable
- Creative
- Knowledgeable
- Deadline oriented
- Good prioritizing
- Good defining people’s behavior
- Strong and well-established business and personal network based in countries like Canada, United States, Mexico, Latin America
- Ability to coordinate teams in virtual environment and managing projects
- Developed skillset at delivering speeches and training people, as well as conflict resolution
- Good at onboarding new vendors and seeking better ways to get information
Certification
- Portuguese Language Proficiency Test - CELPEBRAS, INEP, National Institute of Research and Studies in Brazil, Advanced Intermediate Level, 2015
- Project Management Accreditation Exam Preparation, David Diaz & Asociados, Estrategias y Proyectos, 2013
- Project Management Fundamentals Parts 1 - 3, TR Learning Portal, 2012
- 1st International Conference Call of Project Management Summit, Interamerican University of Panama, 2009
- Train the Trainer Certificate, 2007
Languages
Spanish
Native language
Portuguese
Proficient
C2
German
Intermediate
B1
Professional References
- Victor Cadavid, 6584-3877
- Lirey Visuetti, 6678-2646
Timeline
Customer Service Agent
Foundever Panama
04.2023 - Current
Sourcing Specialist
Grainger Panama Services
04.2021 - 03.2023
Lead Research Analyst
Refinitiv An LSEG Business
03.2008 - 01.2021
Sales Specialist Level 2/interim Trainer
Dell (Panama) Inc.
03.2004 - 03.2008
Bachelor in Business Administration in Ports and Maritme Affairs -
Interamerican University
Graduate Degree on English with Emphasis in Translation -
Oteima University
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