Alejandro Peña Espinal

Alejandro Peña Espinal Email and Phone Number

Líder de experiencia de clientes en canales digitales @ PROTECCIÓN S.A.
Medellín, Antioquia, CO
Alejandro Peña Espinal's Location
Medellín Metropolitan Area, Colombia
About Alejandro Peña Espinal

Executive MBA with over 9 years of experience in designing and implementing digital products and services within the financial industry. Expert in aligning customer experience (CX UX) with strategic business vision, technology, and available time and budget resources. Proficient in data-driven decision-making, agile methodologies, and leading multidisciplinary teams through trust-based cooperation and agile mindset.

Alejandro Peña Espinal's Current Company Details
PROTECCIÓN S.A.

Protección S.A.

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Líder de experiencia de clientes en canales digitales
Medellín, Antioquia, CO
Website:
proteccion.com
Employees:
2343
Alejandro Peña Espinal Work Experience Details
  • Protección S.A.
    Líder De Experiencia De Clientes En Canales Digitales
    Protección S.A.
    Medellín, Antioquia, Co
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  • Protección S.A.
    Leader Of Customer Experience In Digital Channels
    Protección S.A. Sep 2020 - Present
    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.
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  • Proteción S.A.
    Leader Of Customer Experience In Physical Channels
    Proteción S.A. Nov 2019 - Sep 2020
    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.
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  • Protección S.A.
    Service Channels Analyst
    Protección S.A. May 2015 - Oct 2019
    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%.
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  • U Open
    Co-Founder | Cfo
    U Open Sep 2013 - Dec 2014
    Antioquia, Colombia
    Co-Founder and member of the Board of Directors, in charge of budget control and financial administration of the organization.

Alejandro Peña Espinal Education Details

Frequently Asked Questions about Alejandro Peña Espinal

What company does Alejandro Peña Espinal work for?

Alejandro Peña Espinal works for Protección S.a.

What is Alejandro Peña Espinal's role at the current company?

Alejandro Peña Espinal's current role is Líder de experiencia de clientes en canales digitales.

What schools did Alejandro Peña Espinal attend?

Alejandro Peña Espinal attended Westfield Business School, Universidad De La Empresa, Universidad Nacional De Colombia.

Who are Alejandro Peña Espinal's colleagues?

Alejandro Peña Espinal's colleagues are Nidia Santos, Valentina Cárdenas Ramirez, Gonzalo Salazar Ortiz, Diana Carolina Ramos López, Camilo Arcila Garcia, Brayan Montoya Osorio, Flaide Ibañez Castañeda.

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