Amilcar P. Matus
Senior Director of Operations @AutoPayPlus
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WORK HISTORY
Senior Director of Operations @AutoPayPlus
Orlando, FL, US
Leading operations business units that support organizational growth and revenue optimization through strategic oversight and performance excellence. Executive Responsibilities & Strategic Impact:• Operations Leadership: Direct all aspects of multi-site contact center operations ensuring alignment with corporate strategic objectives• Risk Management: Implement advanced critical thinking methodologies reducing operational risks by 25%+• Customer Strategy & Retention: Design and execute comprehensive customer communication strategies improving satisfaction metrics• Performance Management: Conduct executive-level staff performance reviews and operational strategy assessments• Standards Excellence: Establish production, productivity, quality, and customer-service standards exceeding industry benchmarks Quantifiable Achievements:• Maintained 99%+ regulatory compliance across all operational environments• Consistently achieved revenue and performance targets through strategic goal-setting• Enhanced operational efficiency through systematic monitoring and quality assurance programs• Successfully prepared teams for new product launches through comprehensive training initiatives Executive Competencies:Strategic Planning | Performance Optimization | Quality Assurance | Team Development | Risk Management | Customer Experience Strategy | Regulatory Compliance | Vendor Management
EDUCATION
University of Phoenix
Bachelor Degree
University of Phoenix
BSBM/M
ABOUT AMILCAR P. MATUS
Senior Operations Executive with 25+ years transforming contact center performance across financial services. Currently driving operational excellence at AutoPayPlus as Senior Director of Operations. Executive Leadership Impact: • Scale Achievement: Expanded multi-site operations from 10 to 200+ team members • Financial Oversight: Managed 14 portfolios totaling >$1B in volume/balances • Operational Excellence: Maintained 99%+ regulatory compliance while exceeding performance targets • Strategic Innovation: Architected operational environments for new organizations • Technology Leadership: Spearheaded software implementations enhancing customer contact strategies Core Executive Competencies: Strategic Operations Management | P&L Oversight | Digital Transformation | Regulatory Compliance | Risk Mitigation | Team Development | Vendor Management | Performance Optimization | Business Intelligence | Change Management Industry Expertise: Financial Services | Collections & Recovery | Contact Center Operations | Customer Service | Hospitality | Healthcare Administration
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