At Protección (Grupo SURA), I lead hybrid channels, complaints and legal actions, overseeing a service operation handling about 1.04 million interactions a month. I lead around 400 people across remote and digital channels, including team leads.
I launched the company's first AI service agents and am leading an AI ecosystem for complaints. My work cut case resolution time from 11 to 4 days, raised on-time cases from 85% to 95%, and reduced escalations by 24% through first-contact resolution.
Earlier at Protección, I reduced repeat contacts by 71% by introducing single end-to-end case ownership. At Davivienda, I retained 70% of customers intending to cancel and helped move retention toward a commercial model with new Customer 360 CRM capabilities. I studied Psychology and completed a specialization in Consumer Psychology.
