Open to opportunities

Amilcar Araujo

@amilcararaujo

Message

Program Manager with 10+ years improving call center performance through data-driven leadership.

Honduras

Message

What I'm looking for

I’m looking for a Program/Operations leadership role where I can use data-driven reporting, performance optimization, and strong team coaching to improve KPIs and customer experience, while owning complex programs end-to-end.

I’m a Program Manager with 10+ years in the call center industry, where I’ve led strategic planning, performance optimization, and data-driven decision-making to deliver measurable results. I’m known for managing complex programs while keeping customer satisfaction and client relationships at the center of every move.

Throughout my roles, I’ve managed onboarding and customer communications as a primary point of contact, handled negotiations with creditors and law firms, and maintained ongoing account updates and progress tracking. I bring a structured approach to improving operations, reducing friction, and strengthening customer experience across multiple channels.

From managing scheduling and workflow allocation to building detailed production and performance reports, I focus on operational efficiency and clear visibility. I also streamline processes through cross-functional collaboration, so teams can execute faster and improve quality with consistency.

I’ve led and developed high-performing teams—supervising 20–25 agents and managing a program of 120 representatives—by setting KPIs, running performance reviews, and coaching to raise service metrics. I thrive where strong execution, continuous improvement, and people leadership matter.

Experience

Work history, roles, and key accomplishments

Personal Concierge Level II

FluxCredit, Inc.

Jun 2025 - Dec 2025 (6 months)

Managed onboarding for new clients and served as the primary point of contact via calls, SMS, and email to maintain ongoing support. Coordinated account updates, payment reminders, and progress tracking, and negotiated settlements with creditors and law firms aligned to client financial goals.

Client Onboarding Account Management Payment Reminders Progress Track Negotiation Settlements CRM Support

Lead Generator

Omnitix by Exterprise

Sep 2024 - May 2025 (8 months)

Performed outbound calling and multi-channel prospecting to qualify leads and build a pipeline of opportunities. Handled inquiries and routed prospects for sales follow-up through phone, email, chat, and digital channels.

Outbound Calling Lead Qualification Sales Prospecting Pipeline Building Chat Support

Operations Manager

MSI Latam

Apr 2023 - Mar 2024 (11 months)

Directed performance improvement initiatives to increase operational efficiency across multiple projects. Built detailed production and performance reports and managed scheduling and workflow allocation to support consistent execution.

Operations Leadership Performance Optimization performance reporting Workforce Scheduling Program Management Cross functional Coordination Excel

Program Manager

KM2 Solutions

Jan 2018 - Jan 2023 (5 years)

Managed a program of 120 representatives, ensuring KPIs and quality standards were met. Implemented efficiency initiatives through cross-functional collaboration and led performance reviews and team development to improve operational outcomes.

Program Management KPI Management Team Leadership Performance Reviews Quality Assurance Operational Efficiency Cross Functional Collaboration Workforce Management

Customer Service Supervisor

KM2 Solutions

Feb 2016 - Jan 2018 (1 year 11 months)

Supervised 20–25 agents by monitoring service performance and maintaining quality standards. Conducted coaching sessions to improve service metrics and supported escalations to preserve service excellence.

Customer Service Leadership Escalation Management Performance Management Team Supervision KPI Tracking

Customer Service Agent

KM2 Solutions

Oct 2012 - Feb 2016 (3 years 4 months)

Provided customer support across voice, chat, email, billing, and retention units. Maintained high customer satisfaction scores across multiple channels and supported service operations in diverse departments.

Customer Support Voice support Chat Support Email Support Billing Support Retention Customer Satisfaction Troubleshooting

Data Analyst Specialist

MCA-H / EDA & USAID ACCESO

Entered, validated, and maintained project data with high accuracy to support reporting needs. Analyzed datasets to identify trends and produced reports used for strategic planning.

Data Entry Data Validation Reporting Data Quality Strategic Planning Support Excel