Jorge Giraldo Restrepo Email and Phone Number

Leading initiatives to foster creativity and the adoption of new technologies in entrepreneurial projects. Collaborating with multidisciplinary teams to develop innovative strategies that drive sustainable growth and improve business competitiveness.

- Achieved a 5-star rating on Google Reviews as an "Excellent Provider" through a focus on high-quality detailing, consistently exceeding customer expectations.- Lead marketing strategies and promotions through social media, strategic alliances, and referral programs.

- Designed and executed the "Exceller 5.0" innovation program, generating 52 innovative ideas and optimizing critical processes by 20%, contributing to greater agility and efficiency.- Implemented a service model that increased customer satisfaction by 10%, significantly improving loyalty reflected in a 40% increase in NPS.- Led the creation of the "Servicio para Enamorar" (Service to Delight) program, training over 800 employees and external vendors, enhancing service quality across the company.

- Taught Master's courses in Customer Experience Transformation and Service Marketing, developing training programs for entities under the Colombian Ministry of Defense.- Instructed over 2,000 students, achieving a professor rating of 4.85 out of 5.0 in evaluations.

- Developed and optimized the office service model, shifting 47% of in-person transactions to digital channels.- Reduced client wait times in branches by 30% by implementing a remote calling system, providing telephone support to customers visiting branches for pension advisory services.- Achieved a 40% improvement in resolving requests, complaints, and claims by automating key processes

- Implemented the customer satisfaction measurement model with the ACSI methodology, achieving a score of 76 in the first evaluation, surpassing the US health insurance sector average by 7 points in 2016.- Reduced overdue complaints by 72%, improving on-time responses from 25% to 97% within a year.- Led the customer experience program for the prepaid medicine division, implementing service improvements and complaint management initiatives that increased customer satisfaction.

- Implemented a comprehensive relational marketing strategy presented to the World Bank, securing resources to finance higher education credit lines.- Led the design and implementation of Colombia's first artificial intelligence chatbot, which increased inquiries by 465% and earned the 2015 ExcelGel Innovation in E-Government Award.- Designed and led ICETEX Virtual Forums, streamed on the institution's website, with high-profile speakers, attracting over 277,000 visits in 2015.

- Implemented a customer satisfaction and continuous improvement program, increasing the ACSI index by 6 points in 2012, surpassing the banking sector average by 5 points in Colombia.- Developed recognition campaigns that improved commercial and service quality management at Falabella, Home Center, and bank branches, increasing credit card acquisition from 65% to 75% and service quality from 64% to 81%.- Implemented omnichannel quality and satisfaction programs, aligning store operations and contact centers, enhancing the overall customer experience.

- Implemented the ACSI customer satisfaction measurement program, achieving a score of 78, 6 points above competitors, and securing the top spot in Colombia’s banking sector for three consecutive years.- Designed and implemented Excellence and Management Committees within the financial group, optimizing corporate communication and facilitating access to strategic information for 2,800 employees.- Developed service excellence training programs and created customer journey maps for in-branch experiences, achieving a customer satisfaction score of 82.

- Received the Bank's Innovation Award in 2007 for implementing an automated prospecting tool, resulting in a 51% increase in new client acquisition.- Conducted feasibility and sizing studies for opening tax collection branches in major port centers, generating monthly revenues of $22 million.- Implemented a market intelligence system (SIM) that increased marketing campaign effectiveness by 20% and optimized cross-selling processes across the financial group's companies

Responsible for the support of the commercial strategy through the management and administration of the integral marketing process for the Corporate and Consumer Banking segments as well as for the subsidiaries Leasing de Credito, Banco de Credito Venezuela and Helm Bank Miami. Developed of ATL and BTL activities and coordinated and managed institutional events. Supernumerary Commercial Manager for Corporate Banking.- Designed and developed the first campaign for university loans executing 135% in collections for COP $54 billion and COP $2 billion in financing for 2003. To December 2009, COP $134 billion were collected and COP $54 billion authorized for study loans.- Redesigned and implemented the credit card product "Central Account for Travelling", invoicing on average COP $12 billion.- Designed and implemented Banco de Credito's points program called "Creditmiles". Also the development of strategic alliances for encouraging the use of credit card products and Credicash.

- Reduced by 90% the management of physical and electronic documents by implementing Workflow automatic processes for purchases and trip legalization processes