Customer Success Officer
Resume:
Salem Pierre
*******************@*****.***
Panama, Panama city
I am a results-driven administrative professional with over 16 years of progressive experience in corporate operations, humanitarian logistics, and process optimization across multinational organizations including the United Nations, Philips Healthcare, and Tetra Pak. I have a proven track record of managing complex administrative operations, supervising teams of 300+ staff members, and delivering measurable improvements such as 25% operational efficiency gains and 30% reduction in processing times. As a multilingual communicator fluent in English, Spanish, French, and Haitian Creole, I bring advanced proficiency in enterprise systems including SAP, Salesforce, ERP platforms, and UN-specific systems (WINGS, GEMS). I am currently pursuing Business Administration with Finance focus while bringing expertise in executive support, international compliance, budget management, and cross-cultural team leadership across multiple time zones and high-pressure environments from emergency humanitarian responses to Fortune 500 corporate operations.
Core Competencies
● Project Management & Team Leadership
● Cross-cultural Communication
● Administrative Operations
● Process Improvement
● Humanitarian Logistics
● Customer Service Excellence
● Financial Management
● Supply Chain Management
● Social content manager (Hosana church and Ciudad de fe as volunteer) Professional Experience
Administrative Officer
● Organization: United Nations World Food Programme, Panama
● Index number :8868837
● Period: October 2023 - September 2024
As an Administrative Officer at UN WFP, I managed comprehensive administrative operations supporting humanitarian mission delivery across multiple functional areas. I coordinated and supervised daily administrative processes including document management, correspondence handling, and filing systems to ensure organizational efficiency and compliance with UN standards. I facilitated inter-departmental communication and liaison activities between field offices, headquarters, and partner organizations to streamline operational workflows. I administered personnel records, travel arrangements, and logistical support for staff deployments in emergency response situations. I maintained accurate databases and prepared detailed reports on administrative metrics, budget tracking, and resource allocation for senior management review. I ensured adherence to UN policies, procedures, and regulatory frameworks while supporting procurement processes and vendor management activities. I provided administrative support for meetings, conferences, and training sessions including agenda preparation, minute-taking, and follow-up coordination. I managed office supplies, equipment inventory, and facility maintenance coordination to maintain optimal working conditions for humanitarian operations.
Managed administrative operations for humanitarian response, supervising 300+ staff
Coordinated procurement and logistics processes using ERP, WINGS, and GEMS systems
Streamlined travel management procedures
Implemented new administrative protocols
Led recruitment and performance management initiatives Account Receivable and Collections Specialist - Philips Healthcare September 2020 - October 2023
● Organization: Philips Healthcare
● Period: September 2020 - October 2023
● Responsibilities:
Manage accounts receivable portfolio by reviewing delinquent accounts, prioritizing collection efforts based on aging reports and outstanding amounts, and developing strategic approaches to recover overdue payments efficiently Contact and negotiate with debtors through phone calls, emails, and written correspondence to discuss payment arrangements, negotiate settlement terms, and establish realistic payment plans while maintaining professional relationships Document all collection activities by maintaining detailed records of customer interactions, payment agreements, dispute resolutions, and collection efforts in compliance with legal requirements and company policies Investigate and resolve payment disputes by researching account histories, verifying charges, addressing customer concerns, and working with other departments to clarify billing discrepancies and facilitate payment resolution Monitor compliance with collection regulations including Fair Debt Collection Practices Act (FDCPA) guidelines, ensuring all collection activities follow legal requirements, company policies, and ethical standards while preparing necessary reports for management review
Key Accomplishments:
● Coordinated executive travel and logistics for 40+ senior leaders across US, Canada, and Latin America regions
● Managed annual corporate events and quarterly business meetings for healthcare division leadership
● Streamlined expense reporting processes using SAP and Concur systems, reducing processing time by 30%
● Maintained executive calendars and scheduling for C-level executives across multiple time zones
● Developed vendor relationships and managed supplier contracts for office operations and corporate events
● Created and maintained corporate filing systems and document management protocols
● Supported budget tracking and financial reporting for administrative operations totaling $2M+ annually
● Facilitated cross-departmental communication and project coordination between sales, marketing, and operations teams
Executive Corporate Officer
● Organization: Tetra Pak, USA
● Period: October 2012 - August 2020
● Responsibilities:
As an executive assistant to the CEO and high-level executives at Tetra Pak, I was responsible for providing comprehensive administrative and strategic support to senior leadership. I managed complex executive calendars, coordinated high-stakes meetings with global stakeholders, and facilitated communication between the C-suite and various business units across international markets. My role involved preparing executive briefings, managing confidential correspondence, and coordinating travel arrangements for senior executives attending critical business meetings worldwide. I served as a key liaison between the executive team and external partners, including major food and beverage manufacturers, while ensuring seamless execution of board meetings, strategic planning sessions, and corporate governance activities. Additionally, I supported decision-making processes by conducting research, preparing presentations, and maintaining strict confidentiality while handling sensitive corporate information related to Tetra Pak's global packaging solutions business.
• Coordinated and managed executive schedules across multiple time zones, ensuring optimal allocation of leadership time for strategic initiatives and stakeholder meetings
• Prepared comprehensive briefing materials and presentations for board meetings, investor relations, and high-level negotiations with key clients in the food and beverage industry
• Maintained strict confidentiality protocols while handling sensitive corporate documents, financial reports, and strategic planning materials for global packaging operations Customer Success Officer
● Organization: Copa airlines
● Period: November 2009 - April 2012
● Responsibilities:
As a Customer Success Officer at Copa Airlines, I ensured passenger satisfaction throughout their travel journey while maintaining the airline's reputation for excellent service. I focused on proactive customer engagement, issue resolution, and built long-term relationships with both individual travelers and corporate clients to drive loyalty and retention in the competitive aviation market.
My Key Duties and Responsibilities:
• Customer Relationship Management - I built and maintained strong relationships with high-value customers, frequent flyers, and corporate accounts through regular communication and personalized service delivery.
• Proactive Issue Resolution - I monitored customer feedback across multiple channels, identified potential problems before they escalated, and coordinated with various departments to implement swift solutions.
• Service Recovery and Compensation - I handled complex customer complaints, flight disruptions, and service failures by providing appropriate compensation, rebooking assistance, and follow-up communication to restore customer confidence.
• Performance Analytics and Reporting - I tracked customer satisfaction metrics, analyzed feedback trends, and prepared regular reports on service performance to identify improvement opportunities and measure success initiatives.
• Cross-functional Collaboration - I worked closely with operations, ground services, cabin crew, and reservations teams to ensure seamless customer experiences and communicated customer insights to improve service delivery.
• Loyalty Program Support - I assisted customers with ConnectMiles program benefits, upgrades, and special requests while identifying opportunities to enhance customer engagement with Copa's loyalty offerings.
• Crisis Communication - I managed customer communications during irregular operations, weather delays, or other disruptions by providing timely updates and alternative solutions to minimize inconvenience.
Education
● Business Administration (Finance) - Universidad UK (in progress, 2023-2027)
● Logistics and multimodal business administration - Aden University (Incomplete 2022-2023)
● Engineering Industrial - Universidad Tecnológica de Panamá (Incomplete 2010-2013)
● Cisco CCNA - Comp-Haiti (2007)
Technical Skills
● SAP, Salesforce, Service Max
● WINGS, GEMS, CONCUR, ERP Systems
● MS Office Suite
● WeTravel
● Slack
● Asana
● Quickbook online (learning)
● SCRUM Methodology
● Zoho
● Translator (English, Spanish, French, Haitian Creole) Languages
● English (Fluent)
● French (Native)
● Spanish (Fluent)
● Haitian Creole (Native
Certifications
● Scrum Essential (LinkedIn learning)
● Procurement professional (LinkedIn learning)
● Administrative professional (LinkedIn learning)
References
● Karla Zaldo
Email: *****.*****@***.***
Phone: +507-********
● Larissa Arrue - Tetrapak Team Lead
Email: *******.*****@********.***
Phone: 6248-9005
● Yuri Suarez . Team Leader at Copa Air
Email: *******@*******.***
Phone: 66713163
● Ramon Morales - Supervisor at Philips
Email: ***@**********.***
Phone: 6266-2190
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