Plan de mejora para Previsora Seguros S. A. S. , sucursal Villavicencio

Abstract

This report presents the experience gained during four months of professional practice at Previsora Seguros S.A.S., Villavicencio branch, in the administrative and portfolio area. The main objective was to propose an improvement plan focused on operational efficiency and customer service, based on the diagnosis of weaknesses and opportunities identified in internal processes. The methodology adopted was qualitative and descriptive, based on participant observation, dialogues with employees, review of internal documents, and active listening to customers. These inputs revealed shortcomings related to the distribution of functions, delays in issuing certificates, disorganized document management, and errors in verifying information with users. As a result, an improvement plan was designed and partially implemented, which included the use of control records in Excel, the standardization of workflows, the digital organization of files, and the confirmation of data with customers. These actions had positive impacts, such as reduced response times, greater order in document management, and better communication with users. In conclusion, the internship strengthened professional skills in administrative management and customer service, while providing the company with practical tools to optimize its internal processes and user experience.