Michelle joined VMS BioMarketing with 25 years of experience in the contact center field. She has a passion for bringing a human connection, empathy, and understanding to the patient.
Most recently, Michelle served as Head of Consumer Care for Dorel Juvenile, the largest car seat manufacturer in the world, providing support for parents in unique and creative ways. Her contact centers have been recognized by several organizations as best-in-class, best consumer experiences, and best use of technology.
Prior to Dorel, Michelle held various customer experience center leadership roles for AT&T, resulting in increased customer satisfaction, operational efficiencies, and expanded product offerings.
In 2018, Michelle was named by the International Contact Management Institute as a Mover and Shaker in the contact center and customer experience industry recognizing trailblazers and innovators. She has been a featured speaker with ICMI, Customer Experience Professional Association, and corporate functions on the topic of consumer experience and technology. Michelle received her Master of Business Administration and her Bachelor of Science in human resources from Oakland City University.