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HSBC Colombia, S.A.
Subgerente Canales
Responsabilidades y Logros:

Liderar el desarrollo estratégico y la implementación de los Canales, tales como Internet, Call Center (Repatriación de MX a CO), IVR, ATMs y CNBs, logrando la estabilización de los mismos, implementando nuevos servicios, procesos, campañas y canales que conllevaron al aumento del uso, la transaccionalidad y a la generación de rentabilidad para la Banca Personal de HSBC Colombia.

Se logro la movilización de todo el personal interno y Clientes para realizar actividades anuales en pro de Fundaciones Sociales, logrando objetivos organizaciones y de responsabilidad social. (Aumento del 20% de la transacionalidad 2012-2014 y más de 20MM donados).

De Agosto 2008 a Octubre 2010
HSBC Colombia S.A.
Project Leader
Responsabilidades:

Dentro del Proyecto Regional ONEHSBC, implementar OneHSBC Call Center (Migración de operación de CO a MX), IVR y Banca por Internet, realizar la justificación de los GAPs encontrados, liderar las pruebas correspondientes (conversiones de data y pruebas de usuario), realizando el cumplimiento del Project y validando los procesos afectados con los cambios, se realizó la capacitación a usuarios y todo el soporte para la estabilización de los sistemas.

De Agosto 2007 a Agosto 2008
HSBC Colombia S.A.
Asistente Proyecto Cambio de Marca
Responsabilidades:

Seguimiento y generación de informes para lograr el cambio de marca de Banistmo a HSBC Colombia S.A. Soporte durante el proceso de cambio.

De Diciembre 2006 a Agosto 2008
HSBC Colombia S.A.
Asistente Canales Alternos
Responsabilidades:

Diseño de campañas para el mejoramiento de los canales, asistencia y continuo seguimiento de los mismos, Investigación cualitativa y cuantitativa sobre productos y servicios, Análisis de Canales Alternos, Seguimiento y establecimiento de políticas para el mejoramiento continuo de los Canales, implementación del proyecto de Domiciliación, Pagos Programados. Facilitadora programas de Capacitación Nacional “Excelencia en el Servicio HSBC”.

De Mayo de 2005 a Diciembre 2006
Banistmo
Jefe Servicio al Cliente
Responsabilidades:

Administración (Control, Seguimiento y Análisis) del área de quejas y reclamos, revisión y aprobación de casos de la Defensoría del Cliente y Superintendencia Bancaria, Evaluación del personal a cargo, implementación de programas de mejoramiento continuo para la disminución de quejas y su control. Diseño, ejecución y seguimiento de capacitación del personal a nivel Nacional sobre conocimientos en productos y servicios del banco. Mayo 2005 – Diciembre 2006

De Enero de 2005 a Noviembre 2005
Universidad Los Libertadores
Asesora
Responsabilidades:

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