Ezequiel is a partner in McKinsey’s Buenos Aires office and leads our Transformation Practice and much of our work with customer care in Latin America. He has relevant experience on service operations and advanced analytics engagements for financial institutions and telco groups.
Some of his recent client work includes the following:
- improving call center operations and collections strategy for a group of banks and telecommunication companies in Colombia, Spain, and Argentina
- improving call center operations and collections strategy for leading banks throughout Latin America
- improving call center operations and collections strategy for a retailer in Chile, which included advanced analytics models
- analyzing call center operations and collections strategy for a leading bank and the collections strategy of a mortgage originator in Mexico
- analyzing call center and field operations for an electric distributor company in Argentina
- improving collections and performance management procedures for a major shipping company
- improving call center operations—both customer service and outbound sales—for a bank in Argentina
- analyzing call center opportunities—customer service and outbound sales—for banks in Guatemala, Panama, and Ecuador
- analyzing operational improvement opportunities for a bank´s branch network in Argentina
- designing and implementing a churn reduction strategy for a telco in Argentina and a bank in Colombia
- reducing the commercial and technical leakage for a group of banks in Colombia
Ezequiel is fluent in Spanish and English and has conversational speaking ability in Portuguese.