
Florencia Urenda
Gerente General, Sercomed
Como Gerente General, lideró estratégicamente el diseño e implementación de la plataforma de Atención Telefónica Inclusiva para Adultos Mayores. Definió la visión, propósito y alineación del proyecto con los valores de la organización. Impulsó decisiones clave para asegurar la sostenibilidad y escalabilidad del modelo. A través de la dirección de los equipos de formación, promovió una cultura de respeto y confianza para el desarrollo de talento senior, demostrando la viabilidad de la inclusión etaria como ventaja competitiva.
Iniciativa
"Plataforma de Atención Telefónica Inclusiva para Adultos Mayores": un modelo de servicio al cliente (call center) que atiende más de 20.000 llamadas al mes de Redsalud, en el que los propios adultos mayores atienden a sus pares.
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El proceso de capacitación está diseñado con una metodología adaptada y progresiva (módulos pequeños, tiempos diferenciados, acompañamiento personalizado).
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El enfoque valora la experiencia de los participantes y reconoce sus ritmos de aprendizaje.
Impacto
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Crecimiento del equipo de 5 a 30 colaboradores adultos mayores en solo dos años.
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Alta efectividad operativa demostrada: baja rotación y ausentismo, y alto compromiso del equipo.
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Mejora en la experiencia del usuario: Los usuarios destacan la empatía y comprensión en la atención, lo que resulta en elevados niveles de satisfacción.
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Reconocimiento externo: El modelo recibió el premio "Iniciativa Mayor" en 2024 (otorgado por Redsalud), validando su enfoque diferenciado.
Innovación
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Modelo de inclusión laboral etaria: transforma un servicio masivo (atención telefónica) en un espacio de desarrollo de talento senior, desafiando el prejuicio sobre la capacidad de aprendizaje y aporte de los adultos mayores.
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Capacitación adaptada y respetuosa: el diseño del currículum y la metodología garantizan la inclusión efectiva de este grupo, aprovechando su experiencia para generar una atención de alta empatía (pares atienden a pares).
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Replicabilidad: el modelo es escalable y posiciona a Sercomed como un referente en innovación inclusiva para la integración de talentos tradicionalmente excluidos.
Alvin Rogers
Alvin Rogers is a highly accomplished and sought-after speaker, renowned for their expertise and captivating stage presence. With a diverse background in [relevant field or industry], they bring a wealth of knowledge and experience to every speaking engagement. Their dynamic and engaging style seamlessly combines powerful storytelling with actionable insights, leaving audiences inspired and equipped with practical strategies for success. Alvin has delivered impactful keynote addresses at prestigious conferences and corporate events worldwide, consistently receiving rave reviews for their ability to connect with and energize audiences. Whether addressing topics such as [specific areas of expertise], leadership, or innovation, Alvin is dedicated to empowering individuals and organizations to reach their full potential.
Lisa Smith
Lisa Smith is a highly accomplished and sought-after speaker, renowned for their expertise and captivating stage presence. With a diverse background in [relevant field or industry], they bring a wealth of knowledge and experience to every speaking engagement. Their dynamic and engaging style seamlessly combines powerful storytelling with actionable insights, leaving audiences inspired and equipped with practical strategies for success. Lisa has delivered impactful keynote addresses at prestigious conferences and corporate events worldwide, consistently receiving rave reviews for their ability to connect with and energize audiences. Whether addressing topics such as [specific areas of expertise], leadership, or innovation, Lisa is dedicated to empowering individuals and organizations to reach their full potential.
Adrían
James McGiven is a highly accomplished and sought-after speaker, renowned for their expertise and captivating stage presence. With a diverse background in [relevant field or industry], they bring a wealth of knowledge and experience to every speaking engagement. Their dynamic and engaging style seamlessly combines powerful storytelling with actionable insights, leaving audiences inspired and equipped with practical strategies for success. James has delivered impactful keynote addresses at prestigious conferences and corporate events worldwide, consistently receiving rave reviews for their ability to connect with and energize audiences. Whether addressing topics such as [specific areas of expertise], leadership, or innovation, James is dedicated to empowering individuals and organizations to reach their full potential.
Alvin Rogers
Alvin Rogers is a highly accomplished and sought-after speaker, renowned for their expertise and captivating stage presence. With a diverse background in [relevant field or industry], they bring a wealth of knowledge and experience to every speaking engagement. Their dynamic and engaging style seamlessly combines powerful storytelling with actionable insights, leaving audiences inspired and equipped with practical strategies for success. Alvin has delivered impactful keynote addresses at prestigious conferences and corporate events worldwide, consistently receiving rave reviews for their ability to connect with and energize audiences. Whether addressing topics such as [specific areas of expertise], leadership, or innovation, Alvin is dedicated to empowering individuals and organizations to reach their full potential.
Alvin Rogers
Alvin Rogers is a highly accomplished and sought-after speaker, renowned for their expertise and captivating stage presence. With a diverse background in [relevant field or industry], they bring a wealth of knowledge and experience to every speaking engagement. Their dynamic and engaging style seamlessly combines powerful storytelling with actionable insights, leaving audiences inspired and equipped with practical strategies for success. Alvin has delivered impactful keynote addresses at prestigious conferences and corporate events worldwide, consistently receiving rave reviews for their ability to connect with and energize audiences. Whether addressing topics such as [specific areas of expertise], leadership, or innovation, Alvin is dedicated to empowering individuals and organizations to reach their full potential.
Alvin Rogers
Alvin Rogers is a highly accomplished and sought-after speaker, renowned for their expertise and captivating stage presence. With a diverse background in [relevant field or industry], they bring a wealth of knowledge and experience to every speaking engagement. Their dynamic and engaging style seamlessly combines powerful storytelling with actionable insights, leaving audiences inspired and equipped with practical strategies for success. Alvin has delivered impactful keynote addresses at prestigious conferences and corporate events worldwide, consistently receiving rave reviews for their ability to connect with and energize audiences. Whether addressing topics such as [specific areas of expertise], leadership, or innovation, Alvin is dedicated to empowering individuals and organizations to reach their full potential.
Alvin Rogers
Alvin Rogers is a highly accomplished and sought-after speaker, renowned for their expertise and captivating stage presence. With a diverse background in [relevant field or industry], they bring a wealth of knowledge and experience to every speaking engagement. Their dynamic and engaging style seamlessly combines powerful storytelling with actionable insights, leaving audiences inspired and equipped with practical strategies for success. Alvin has delivered impactful keynote addresses at prestigious conferences and corporate events worldwide, consistently receiving rave reviews for their ability to connect with and energize audiences. Whether addressing topics such as [specific areas of expertise], leadership, or innovation, Alvin is dedicated to empowering individuals and organizations to reach their full potential.
Alvin Rogers
Alvin Rogers is a highly accomplished and sought-after speaker, renowned for their expertise and captivating stage presence. With a diverse background in [relevant field or industry], they bring a wealth of knowledge and experience to every speaking engagement. Their dynamic and engaging style seamlessly combines powerful storytelling with actionable insights, leaving audiences inspired and equipped with practical strategies for success. Alvin has delivered impactful keynote addresses at prestigious conferences and corporate events worldwide, consistently receiving rave reviews for their ability to connect with and energize audiences. Whether addressing topics such as [specific areas of expertise], leadership, or innovation, Alvin is dedicated to empowering individuals and organizations to reach their full potential.
Alvin Rogers
Alvin Rogers is a highly accomplished and sought-after speaker, renowned for their expertise and captivating stage presence. With a diverse background in [relevant field or industry], they bring a wealth of knowledge and experience to every speaking engagement. Their dynamic and engaging style seamlessly combines powerful storytelling with actionable insights, leaving audiences inspired and equipped with practical strategies for success. Alvin has delivered impactful keynote addresses at prestigious conferences and corporate events worldwide, consistently receiving rave reviews for their ability to connect with and energize audiences. Whether addressing topics such as [specific areas of expertise], leadership, or innovation, Alvin is dedicated to empowering individuals and organizations to reach their full potential.