Mia Rocello
Spring Valley,CA
Summary
Dynamic leader with a proven track record at Pacific Debt Relief, adept in financial analysis and client relationship building. Spearheaded a team to enhance client retention and develop key departments, improving overall client experience. Skilled in operations management and team development, striving to achieving business goals through innovative strategies and effective problem-solving.
Overview
11
11
years of professional experience
Work History
Client Program Manager
Pacific Debt Relief
06.2017 - Current
- Past Roles: Client Care Representative, Payments Support Team, Negotiator, Senior Account Manager
- Managing a team of 12 employees, monitoring KPIs to drive business, and fostering a safe and 'open-door policy' environment for both clients and team members
- Directly managing over 1200 client files executing debt settlement negotiations that require high proficiency math skills and delivering high quality customer service to ensure a smooth & reassuring process in assisting clients when becoming debt free.
- Provided continuous improvement within the organization by actively seeking feedback from clients and team members to identify areas of growth
- Key contributer in developing a new department creating comprehensive internal and external workflows that implement appropriate action plans to improve client experience
- Enhanced client retention rates with effective conflict resolution strategies that addressed concerns promptly
Merchandising Lead and Operational Supervisor
Urban Outfitters, Inc.
10.2013 - 06.2017
- Past Roles: Sales Associate, Women's Department Team Lead
- Key Holder and fill-in manager at other locations throughout San Diego supervising opening, mid-day, and closing duties
- Hire/train new and seasoned employees
- Creatively executing detailed visual displays to drive brand awareness and sales
- Held weekly business walk-throughs and implemented directives for each department to ensure business goals are met
- Manage back of house inventory
- Curating content for local social media account
- Plan company events for team bonding
Skills
- Client Relationship Building
- Financial Analysis
- High Level Customer Service
- Problem-Solving
- Flexible and Adaptable
- Critical Thinking
- Work Planning and Prioritization
- Operations Management
- Hiring & Training
- Team Development
Timeline
Client Program Manager
Pacific Debt Relief
06.2017 - Current
Merchandising Lead and Operational Supervisor
Urban Outfitters, Inc.
10.2013 - 06.2017