Amilcar A.
Senior Call Center Program Manager
Open to offersNew to PlatformAbout
Amilcar A. is an experienced Program Manager with over 10 years in the call center industry, excelling in strategic planning and performance optimization. His career includes roles such as Operations Manager at MSI Latam, where he directed performance improvement initiatives and managed workflow allocation, and as a Program Manager at KM2 Solutions, overseeing a program of 120 representatives with a focus on efficiency and quality standards. Amilcar's skills in data analysis and web design have complemented his management roles, enhancing customer satisfaction and operational outcomes. As a Personal Concierge Level II at FluxCredit, Inc., he facilitated client onboarding and maintained client communications, showcasing his capabilities in customer experience management. His education in computer science and certifications like the EF SET English Certification further bolster his professional profile, marked by recognitions such as the MVP Award from KM2 Solutions.
Experience
Personal Concierge Level II
FluxCredit, Inc. · 2025 — 2025Managed the onboarding for new clients to facilitate a seamless start. Acted as the primary contact for customers, maintaining communication through calls, SMS, and email. Provided ongoing customer maintenance, including account updates and payment reminders. Engaged in negotiations with creditors and law firms to achieve favorable settlements aligned with client objectives.Lead Generator
Omnitix by Exterprise · 2024 — 2025Executed outbound calls to qualify leads and create new opportunities. Responded to inquiries, managing calls to identify prospects for sales follow-up. Engaged in prospecting through various channels, including phone, email, chat, and digital platforms to establish a pipeline of qualified leads.Operations Manager
MSI Latam · 2023 — 2024Directed initiatives aimed at enhancing performance and operational efficiency. Developed and maintained thorough production and performance reports. Managed scheduling and workflow allocation to support effective project execution. Oversaw multiple projects utilizing robust program management practices.Program Manager
KM2 Solutions · 2018 — 2023Oversaw a program of 120 representatives, ensuring compliance with KPIs and quality standards. Implemented initiatives designed to enhance operational efficiency. Collaborated across functions to streamline processes. Led performance reviews and supported team development efforts.Customer Service Supervisor
KM2 Solutions · 2016 — 2018Supervised a team of 20–25 agents while monitoring performance and quality metrics. Conducted coaching sessions aimed at enhancing service performance. Managed escalations to maintain high standards of service excellence.Customer Service Agent
KM2 Solutions · 2012 — 2016Delivered customer support through various channels, including voice, chat, email, billing, and retention. Achieved high satisfaction scores across multiple service avenues. Functioned within a range of service departments.Data Entry & Data Analyst Specialist
MCA-H / EDA & USAID ACCESOEntered, validated, and maintained project data with accuracy. Analyzed data sets to uncover trends and insights. Generated reports to assist in strategic planning.
Skills & Expertise
Education
- High School Diploma in Computer ScienceEl Progreso Departamental Institute · 2002 — 2007
- Primary School DiplomaOmonita’s School · 1996 — 2001
Interested in this professional?
Sign in as an employer to save this profile or invite Amilcar A. to a job.
Sign in as an employer