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Marcella Wentworth

@marcellawentworth

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Client Success Specialist at Pacific Debt Relief who managed 250+ accounts while sustaining 87% three-month retention.

United States

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At Pacific Debt Relief, I managed a portfolio of 250+ enrolled accounts through onboarding, adoption, escalations, and renewals. I sustained an 87% three-month retention rate, a 90% first payment completion rate, and NSF rates under 3%.

Previously, I negotiated settlements at Alleviate Financial Solutions and payment arrangements at The Moore Law Group, where I collected over $100,000 across November and December 2020. I also advised clients on loan products at Tripoint Lending and earned a 96% call-quality score in Level AI evaluations at Pacific Debt Relief.

Experience

Work history, roles, and key accomplishments

Client Success Specialist

Pacific Debt Relief

Feb 2024 - Jul 2026 (2 years 5 months)

Managed a portfolio of 250+ accounts, sustaining a 90% first payment completion rate and 87% 3-month retention rate. Led onboarding and proactive outreach to mitigate churn and resolve escalations.

CRM FORTH CRM Level AI Customer Success Customer Retention Onboarding Account Health Monitoring Churn risk mitigation Escalation Management Compliance Documentation

Quality Assurance Specialist / Conventional Negotiator

Alleviate Financial Solutions

Sep 2022 - Jan 2024 (1 year 4 months)

Negotiated settlement agreements between clients and creditors, and audited client interactions to improve team consistency and efficiency. Recognized with the company's Culture & Core Values Act of Empathy award.

Negotiation Quality Assurance Audit Client Interaction Data Analysis Feedback Compliance

Consumer Loan Advisor

Tripoint Lending

Jan 2021 - Sep 2022 (1 year 8 months)

Advised clients on loan products by assessing financial situations and matching them to appropriate options. Guided applicants through the full application process in coordination with underwriting, ensuring compliance with federal and state lending regulations.

Loan Products Financial Assessments Underwriting Compliance Federal Regulations State Regulations Customer Advisory

Payment Specialist / Non-Attorney Negotiator

The Moore Law Group

Jan 2019 - Jan 2021 (2 years)

Negotiated payment arrangements between creditors and unrepresented parties, processing payments and investigating account discrepancies. Collected over $100,000 across November and December 2020, earning the company's Century Award and the Collections Department Extra Mile Award.

Negotiation Payment Processing Account Dispute Investigation Collections Customer Service