Propuesta de digitalización en el proceso de atención al cliente de Compartamos Financiera S.A.
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Date
2023
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Universidad Nacional de Trujillo
Abstract
El presente trabajo de suficiencia profesional resume mi experiencia laboral en Compartamos Financiera S.A. como representante de servicio al cliente en el período de abril de 2019 a diciembre de 2022. Inicio presentando a la empresa y el modelo de negocio, identificando los principales desafíos en el proceso de atención al cliente para centrar mi propuesta en la digitalización de este proceso y así mejorar la experiencia del cliente. Se realizó un análisis descriptivo y de retroalimentación como colaboradora para resolver los problemas descritos en el flujo de atención que utiliza la entidad financiera. Asimismo, ofrezco una revisión detallada de la formación académica que he adquirido y planteo recomendaciones para mejorar el plan de estudios de la Escuela Profesional de Economía. Finalmente, al concluir el trabajo, se presentarán las conclusiones y sugerencias pertinentes.
ABSTRACT The present professional sufficiency work summarizes my work experience at Compartamos Financiera S.A. as a customer service representative from April 2019 to December 2022. I begin by introducing the company and its business model, identifying the main challenges in the customer service process to focus my proposal on the digitalization of this process to enhance the customer experience. A descriptive analysis and feedback were conducted as a collaborator to address the issues described in the service flow used by the financial institution. Additionally, I provide a detailed review of the academic training I have received and suggest improvements for the curriculum of the Professional School of Economics. Finally, upon concluding the work, I will present the relevant conclusions and recommendations.
ABSTRACT The present professional sufficiency work summarizes my work experience at Compartamos Financiera S.A. as a customer service representative from April 2019 to December 2022. I begin by introducing the company and its business model, identifying the main challenges in the customer service process to focus my proposal on the digitalization of this process to enhance the customer experience. A descriptive analysis and feedback were conducted as a collaborator to address the issues described in the service flow used by the financial institution. Additionally, I provide a detailed review of the academic training I have received and suggest improvements for the curriculum of the Professional School of Economics. Finally, upon concluding the work, I will present the relevant conclusions and recommendations.
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Keywords
Clientes, Atención al cliente, Digitalización, Compartamos Financiera