Since its arrival in the country, Dell’s growth has been continuous, and today it stands out as the second largest operation of the brand in Latin America. The recognition of the company in Panama has been remarkable. It has received multiple reputation and culture awards and is considered a “Great Place to Work” (GPTW). In addition, it is currently the company that generates the largest number of jobs in the Panama Pacific area.
The good conditions that Panamanian soil represents has undoubtedly been an important reason for the advantages that the country offers: a strategic geographical location, a dollarized economy and -mainly of all- a level of professionals who have managed to grow professionally within the company offering from Panama services to other branches of Dell Technologies distributed around the world; becoming a global service center.
Continuous growth since its installation in the countryyes
Dell Technologies opened its doors in 2003, as a customer service center on the grounds of the former Howard air base, now the Panama Pacifico Special Economic Area, which represented the company’s first operation in Central America. The beginning of its operations was with a model of contact center and a projection of 500 jobs. Its success over twenty years has evolved so that the campus today supports more than 50 Dell Technologies business units in other parts of the world, providing services in the areas of sales, finance, human resources, marketing , operations, customer service, technical support, among others.
The company’s success in the country was progressive. This is how since 2016 on the Dell campus operates a Global Services Command Center, the sixth globally and unique in Latin America. The personnel in charge of the Command Center proactively monitors the installed bases of our clients and the guarantee service levels in situations such as international flight delays, traffic jams, weather conditions or special events, and proactively mobilizes the necessary resources to avoid or mitigate delays in the delivery of services to customers. All staff working in this department speak 3 languages and as a team they work in a variety of roles 24 hours a day, seven days a week, supporting the 42 countries in Latin America and supervising approximately 12,000 dispatches each week.
This recognition is confirmed by the permanence of employees in the company. At present, a significant number of collaborators who opened the offices in 2003 are still working. In addition, the multinational has received different recognitions. Dell Technologies was positioned as #1 in the technology sector, as the company with the best reputation, in the MERCO 2022 Ranking. And Niurka Montero, its General Manager, was in the top 50 leader ranking most valued. They also received the Certification Awards of Happiness® Work From Anywhere 2022and the internal prize – The Well at Dell Excellence Awards which recognizes the good practices of Dell campuses in the countries in favor of the well-being of employees.
“This is not an isolated result, our collaborators are the key – and we strive to provide them with the best conditions to work, connect and develop professionally. Happy and motivated employees translate into better performance as an organization and therefore better results for our clients.” commented Niurka Montero, General Manager of Dell Technologies in Panama.
The availability of highly-skilled professionals and their evolution within the company has been key to the success of Dell Technologies. Additionally, in order to continue looking towards the future, the company collaborates in programs aimed at contributing to education in the areas of Science, Technology, Engineering and Mathematics in Spanish (STEM for its acronym in English), with the aim of promoting the teaching these careers to students contributing to the employability of the future.
On the other hand, making a difference in the communities in which it operates is one of the main commitments of Dell Technologies. “During our time in Panama, Dell has been involved in important initiatives that have had a significant impact in our communities. We currently have alliances with NGOs in the country to collaborate on various projects through technological resources, strategic donations, and volunteering.” Montero assured. Currently, more than 60% of Dell employees in Panama are members of one of the 10 interest groups (ERG), that is, internal groups that support social welfare causes. The commitment of the collaborators is evident in the time they dedicate to these volunteer projects. Only in the year 2022, a total of almost 7,000 volunteer hours were registered.
“We are very proud of the development of Dell Technologies in our country. We are committed to the development of more young Panamanian talent with educational and social initiatives and we try to leave our mark through sustainability measures that undoubtedly have a positive impact in Panama, as well as sharing our best practices with other companies. We will continue working to offer the best services and the highest technology from Panama to the rest of the world”, concluded Montero.
