Michael is an executive customer experience and contact center leader with over two decades of experience building and scaling B2C service operations. His work spans people leadership, process design, and technology modernization, with a particular focus on applying AI and automation to improve service quality and operational efficiency.
Across multiple organizations, Michael has led initiatives to reduce inbound volume, improve conversion, and strengthen customer outcomes by aligning workflows, technology, and frontline teams. He has overseen global and 24×7 contact center operations, built scalable operating models, and partnered closely with product and engineering teams to turn customer insights into practical improvements.
As a guest writer for Chordia, Michael shares an operator’s perspective on what actually works inside modern contact centers—bridging strategy, execution, and real-world customer experience.
Chordia is led by experienced operators and advised by leaders across conversational AI, customer experience, and enterprise software.
Explore how Chordia turns real conversations into measurable quality, compliance, and customer insight.