Mirador Del Mar, 82.
Panamá City, Panamá
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Dídimo Acosta
PROFESIONAL BACKGROUND
Experience in Staff Management, Operational Management, Customer Service, Contact Center
(Service Desk) Management, HR policies and Talent Management in multinational companies.
Successful in creating and executing Process Management, Performance and Development
Management, Talent Retention plans, Records Management, Policies and Procedures,
Recruitment and Selection structures to ensure high customer service standards and strategic
operational plans to meet short and long-term objectives.
Additionally, experience in Operations Restructuring, Product Placement, Customer Service and
Service Desk platforms to efficiently manage resources in order to ensure growth and improve
service quality. Accustomed to work remote in fast paced environments, delivering exceptional
results, providing alternatives to management and stakeholder’s for decision-making.
SKILLS
Strong interpersonal, communication, and
public speaking skills.
Highly effective in motivating teams to
produce and meet deadlines.
Possess creative problem solving skills
and an ability to multi-task.
Control of change process and strong
attention to detail.
Fluent in both Spanish and English, and
skilled at dealing with people from diverse
cultural backgrounds
Certifications:
o ITIL V3 Foundation Certified.
o CompTIA A+
o CompTIA Network+
Software:
o Microsoft Office
o Oracle HR Helpdesk
o Workday
o Tableau
o Taleo
PROFESSIONAL EXPERIENCE
Dell Panama
Senior Human Resources Generalist- Nov. 2014- Present
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Employee relations senior analyst for the North America and Panama
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Provide support to employees in various HR policies and service platforms that include: leaves, compensation, payroll,
organizational structure alignment projects and processes and resolve issues and problems
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Counsel leaders on compensation structure policies and projects, salary restructure and payroll related tools.
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Assist in development and implementation of human resource policies and its continuous process improvement
Provide consulting and partnering with leadership in achieving business objectives, and implementing HR Policies, programs
and projects to create an efficient and conflict-free workplace
Advice leaders on the application and management of Performance Improvement Plans.
Coordinate and execute workforce transitions, act as liaison with both business and impacted employees.
Liaison with benefit vendors, and their process guidelines
Active part in Panama Benefits team, being responsible to coordinate projects that impact employees such as Health Fairs,
Fitness programs, engaging onsite team building -motivational activities
Involved in designing and implementing social responsibility projects in Panamanian local communities
Dell Panama.
Human Resources Specialist .May 2013 to Nov. 2014.
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Regional coordinator for job classification and compensation projects
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Coordinate the optimal update of the Online Library for Learning and Development
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Dell Record Repository’s Lead: coordinate projects, analyze and approve the access level/ visibility to privilege information.
Regional analyst and POC for organizational structure updates and realignment projects
Coordinated and maintained up to date information on salary ranges and organization structure
Global admin for Learning and Development tools, coordinated the proper administration of courses, both instructor-led and in
person lessons, participant attendance, content availability and projects for process and service improvement
Built relations with educational vendors for leadership and technologic fields, for quality assurance
Validated the completion of technical certification programs and projects, follow up and throughout the processes for career
development
Designing, planning, test and implementation of HR applications
Hewlett - Packard Panama. March 2011 to May 2013.
Tech Support Team Lead
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Operations management staff
Coordinated the service delivery of solutions to our corporate customers.
Ensured that best practices and procedures were properly implemented.
Supervised 20+ temporary non-employees
Supervised new hires in IT/ Enterprise solutions
Knowledge Management adviser
Customer excellence adviser
Liaison between infield support team members and PMs in USA and Canada
International business travel for training, seminars and projects
EDUCATION:
December 2011
Florida Institute of Technology & UNIVERSIDAD TÉCNOLOGICA
DE PANAMA, Panamá Pacífico.
Bachelor of Aviation Management.
AWARDS AND HONORS
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Dell’s On the Spot Award 2015 and 2016.
Dell Peers’ recognitions-.
Dell HR Development Program lead.
Volunteer in Junior Achievement rounds from 2015 to 2019.
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Volunteer in the Panama’s Special Olympics swimming team, from 2015
to date
Personal Reference
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Rafael Buitrago, -.
Jeannette De Frías, -.
Carlos De León, -
Professional Reference
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Laura Dimov, HR Generalist Sr. Manager, Dell, -
Marycruz Child, HR Manager, PowerChina Construction, -
Desiree Davidson, HR Business Partner, Adidas, -
Domingo Santizo, HR Operations Sr. Manager, Dell, -