Sergio Putallaz is an experienced professional in workforce management and customer experience optimization. Currently serving as the Workforce, Insights & Analytics Manager at Nestlé Nespresso SA since August 2016, Sergio has contributed significantly to enhancing service delivery and cost efficiency within the Customer Relationship Center. Key achievements include the revamp of the WFM team based on COPC principles and the implementation of various strategic projects like IVR Payments and Advanced Speech Analytics. Prior experiences include roles at DIRECTV as Planning Manager, and a variety of positions at American Express, where Sergio successfully led initiatives to improve customer service and operational efficiency, culminating in the certification of the American Express Argentina Call Center as "Centurion". Sergio holds a Postgraduate Course in Management from Universidad Torcuato Di Tella, coupled with a Marketing Analyst degree from Universidad Escuela Argentina de Negocios.
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