Sara A. Mireles, M.S. Odl
About Sara A. Mireles, M.S. Odl
Sara A. Mireles, M.S. Odl, serves as the Vice President of the Customer Experience Office at Credit One Bank, where she has worked since 2023. With a strong background in quality management and organizational development, she has significantly improved error detection and customer experience through innovative methodologies.
Work at Credit One Bank
Sara A. Mireles serves as Vice President of the Customer Experience Office at Credit One Bank, a position she has held since 2023. In this role, she focuses on enhancing customer interactions and overall satisfaction. Prior to this, she was Vice President of Quality and Training at the same institution from 2018 to 2022. During her tenure, she introduced machine learning into quality sampling processes, achieving a 300% improvement in error detection. Her initiatives have contributed to significant advancements in customer experience and operational efficiency.
Education and Expertise
Sara A. Mireles holds a Bachelor of Science degree in Organizational Behavior from the University of San Francisco. She furthered her education by obtaining a Master of Science in Organization Development and Leadership from Saint Joseph's University. Her academic background provides a strong foundation for her expertise in customer experience, quality management, and organizational development.
Background
Before joining Credit One Bank, Sara A. Mireles accumulated extensive experience in the financial services sector. She worked at HSBC as Senior Manager of Operations from 2003 to 2008 and later served as Sales VP/Director of Credit Card Services from 2009 to 2011. She also held the position of Director of Quality Management Operations at Capital One from 2012 to 2017. Her diverse roles have equipped her with a comprehensive understanding of operational excellence and customer service.
Achievements
Throughout her career, Sara A. Mireles has successfully implemented Agile project methodology for reporting and analytics teams, which enhanced both quality and productivity. She has led teams through various business acquisitions, system conversions, and technology integrations across multiple regions, including North America, India, the UK, and the Philippines. Her focus on simplifying quality expectations has improved agent performance and customer experience scores.