Ailen Magaldi

Experience

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  Banco Galicia

  Jan 2014 - Mar 2014

  Pasante - Atención al público
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  KPMG

  May 2014 - Mar 2019

  Semir Senior - Management Consulting

  Participate in several projects with an operational focus and cultural transformation. These were the most relevant:* Santander - Digital Transformation* Government of the city - Analysis of endowments and proposal of efficiencies* Boldt - PMO SAP implementation* VISA and Banelco - Fusion between companies cultural change.* Cencosud

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  Santander Argentina

  Mar 2019 - Jun 2023

  I led a team and worked with an organizational OKR, whose main objective was to potentiate the use of digital channels and reduce our customer's contacts in assisted channels with human assistance (customer service center, offices, social networks etc)I was responsible for creating the first KPI which measures and registers the contacts with an omnichannel view, and I had the challenge of understanding why our customers needed and preferred using those assisted channels instead of our digital solutions. In order to understand this, I had to create a strategy based on data to create new digital solutions if it was needed and potentiate the existed ones.It turned out, we could reduce the 34% of our contacts, taking care of the NPS as an indicator of the satisfaction of our clientsGoing into the next year I have worked to design the strategy taking into consideration the ambition and results we tend to acquire with this OKR. Show less

  • Product Owner - Customer Experience

    Mar 2021 - Jun 2023

  • Senior Analyst - Digital Transformation

    Mar 2019 - Mar 2021
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  Mercado Libre

  Jun 2023 - now

  Product Customer Experience Specialist