Viviana Andrea Caballero Galvan

Observer
DISC Type : ic

Directora del Centro de Experiencia Omnicanal at HDI Seguros Colombia

Bogota, D.C., Capital District, Colombia

Overview

Viviana Andrea Caballero Galvan is the Director of the Omnichannel Experience Center at HDI Seguros, specializing in strategic marketing and customer satisfaction. She has a proven history of unifying contact centers and leveraging CX metrics like NPS and CSAT. She studied leadership development at the Universidad de los Andes.

Her professional philosophy centers on creating "wow" moments to positively change the emotions of clients.

Personality Overview

Example Seeker

Curious

Assertive

They can sound friendly and charming but can quickly change gears to become inquisitive and probing.  They often ask many questions and rely heavily on information and documentation. They are generally strong communicators and are not easy to convince.

Topics They Care About

Omnichannel Experience
As the Director of the Omnichannel Experience Center, she leads the strategy for all customer contact channels like WhatsApp and phone lines.
Customer Journey Mapping
She has extensive experience building customer journey maps and service models to enhance client satisfaction and measure it via NPS, CES, and CSAT.
Contact Center Efficiency
A key focus in her career has been unifying disparate contact centers and managing vendors to create a single, efficient model of service.

Media Appearances

Viviana has no verified media appearances

Work History

9-2024
Directora del Centro de Experiencia Omnicanal at HDI Seguros Colombia
4-2023 - 9-2024
Líder de experiencia al cliente at HDI Seguros Colombia
4-2018 - 4-2023
Coordinadora de contact center at HDI Seguros Colombia
4-2014 - 4-2018
Gestor de contact center at Seguros Mundial
8-2008 - 3-2014
Coordinador de operaciones at Outsourcing S.A Oficial

Education

6-2025 - 8-2025
Fortalecimiento a Líderes de Alto desempeño from Universidad de los Andes (Colombia)
10-2024 - 11-2024
Competencias Personales from Universidad de los Andes (Colombia)

More Information

Social Presence :

Prographics :

Exp : 19 Location : Bogota, D.C., Capital District, Colombia Job Level : N/A Designation : Directora del Centro de Experiencia Omnicanal at HDI Seguros Colombia
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Insights For Selling To Viviana Andrea

During A Call Or A Meeting

DO's

  • Use phrases like ‘clear proof that’, ‘data shows’ etc.
  • Help them realize that there is no personal risk in making this decision
  • Focus on immediate action-items rather than the larger goals

DONT's

  • Don’t rely excessively on your relationship with them to win the deal
  • Don’t be too objective but make sure to pad your storytelling with data points
  • Don’t try to rush them into a decision, provide all necessary information first

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Viviana Andrea is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Viviana Andrea

  • They are practical yet friendly, don’t expect a clear no very often.

Insights For Deal Planning

    How fast (or slow) will Viviana Andrea move?

  • They like to analyze well and can take their time to reach any decisions.
  • Can Viviana Andrea take some risk or not?

  • They systematically evaluate all decisions and are unlikely to take many risks.

You And Viviana Andrea

Personality Compatibility


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