Jennifer Castillo Serna

Jennifer Castillo Serna is currently the Gerente de División de Experiencia al Cliente at Interbank as of April 2024. Prior to this role, Jennifer served as the Global Head of Customer Support at Rappi from August 2021 to April 2024, managing a direct team of 65 and overseeing operations with over 2500 external agents. Jennifer's previous experience includes positions such as Global Customer Service Manager and Customer Service Manager Ibero - Latam at Glovo, where significant achievements included reducing order cancellations by 50%. Additionally, Jennifer held the position of Jefe de operaciones at arvato CRM Solutions, responsible for managing business operations for Vodafone España and BBVA. Starting career efforts at Atento, Jennifer progressed from Responsable de Unidad de Servicio to a leadership role in customer service in multiple geographical locations. Jennifer's educational background includes a Master in Dirección y Administración de Empresas from Universidad de La Rioja, an International Program in Customer Experience Management from Universidad del Pacífico, and a degree in Business Administration.