Alejandro Peña Espinal Email & Phone Number

Medellín, Antioquia, Co

Medellín

Responsible for overseeing the digital channel experience for over 2.2 million individual customers and businesses, including the website, app, chatbots, voicebots, Interactive Voice Response (IVR), and service kiosks. These channels collectively handle 95% of post-sales transactions and achieved a satisfaction rating of 91/100 in 2024.

Medell{In

Responsible for customer experience in 5 service offices, managing a team of 65 people to ensure waiting times and satisfaction are optimized.During the COVID-19 lockdown, successfully transformed the in-person service team into a remote phone support unit, overcoming cultural, technological, process, and digital security challenges and achieving seamless service continuity.

Medellín

Product Owner of digital, telephone, and in-person services. Key achievements include implementing the first chatbot, launching the MVP of the e-commerce channel, and designing/implementing the digital transformation plan for service channels, resulting in increasing customer service digitalization from 69% to 95%.

Antioquia, Colombia

Co-Founder and member of the Board of Directors, in charge of budget control and financial administration of the organization.

Executive Mba, Business Administration And Management, General, Excecutive Master In Business Administration

Activities and Societies: Business model design for a multilatin fintechTheoretical and practical training in leadership, finance.

International Business

Semester of academic mobility studying foreign trade, international marketing, marketing planning and control, international negotiations.

Ingeniero Administrador, Business Administration And Management, General, Ingeniero Administrador

Activities and Societies: Asociación de Estudiantes de Ingenierías Industrial, Administrativa y de Producción - ANEIAPTheoretical.