Miguel Velasco is Senior Director of Counseling and Counseling Support at Money Management International (MMI), where he leads enterprise contact center operations that deliver financial counseling, consumer education, and support services to individuals and families nationwide. He provides strategic oversight for counseling delivery and counseling support functions, helping ensure a consistent, high-quality client experience while advancing MMI's mission of improving lives through financial education and counseling.
With more than 25 years of progressive leadership experience, Miguel has built a career leading large-scale customer experience, counseling, collections, servicing, and contact center operations across nonprofit financial services, healthcare, mortgage lending, fintech, and global business process outsourcing organizations. His expertise includes workforce strategy, leadership development, operational excellence, change management, customer experience transformation, and regulatory compliance in highly regulated environments.
At MMI, Miguel works closely with cross-functional teams to drive service quality, employee engagement, operational efficiency, and continuous improvement initiatives while maintaining adherence to the organization's counseling standards and consumer-centric approach. He is passionate about developing leaders, fostering cultures of accountability and empathy, and helping teams navigate change while delivering meaningful outcomes for consumers and stakeholders.
Prior to joining MMI, Miguel held senior leadership roles with multiple organizations. Throughout his career, he has led multi-site operations across the United States, Costa Rica, and the Philippines, supporting both Fortune 500 companies and mission-driven organizations. He is recognized for building high-performing teams, improving operational performance, strengthening compliance cultures, and creating scalable service models that enhance both customer and employee experiences.
A bilingual leader fluent in English and Spanish, Miguel is an experienced public speaker, trainer, and media contributor. He has presented at professional conferences, facilitated seminars on collections operations and FDCPA compliance, and provided training on federal and state regulatory requirements. He has also appeared in media interviews focused on personal finance, debt management, credit counseling, and consumer financial wellness. As an NFCC-certified professional and former NMLS license holder, Miguel brings a unique perspective that combines operational leadership, consumer advocacy, and financial education.
Miguel's areas of expertise include contact center leadership, financial counseling operations, consumer debt and financial wellness, Hispanic consumer engagement, and organizational performance. He is available for speaking engagements, panel discussions, conferences, webinars, and media appearances throughout the United States by contacting Thomas Nitzsche at 404-490-2227.
