Mike serves as the Director of Customer Care at CMC Energy Services, where he oversees customer acquisition and customer care activities across more than a dozen programs. With overarching responsibility for quality assurance, training, and technology innovation, Mike plays a pivotal role in ensuring exceptional customer experiences and driving operational excellence.
Since joining CMC in 2010 as a Customer Care Team Lead for the PECO programs, Mike has demonstrated a consistent ability to lead and excel in roles of increasing responsibility. Most recently, as Senior Manager of Customer Care, he successfully led activities for over 10 unique inbound and outbound programs, handling over 400,000 calls annually. He is instrumental in driving customer satisfaction by implementing strategic workflows, setting performance benchmarks, and fostering a culture of continuous improvement.
Mike’s expertise extends to staff development, with a strong focus on coaching, mentoring, and career growth initiatives. His innovative approach to process optimization ensures compliance with service-level agreements while enhancing efficiency and data accuracy.
He holds a bachelor’s degree in mass communications from West Chester University and has undergone specialized training in customer service and telecommunication systems. Mike’s passion for delivering exceptional service aligns with CMC Energy Services’ commitment to energy efficiency and sustainability. In his spare time, Mike enjoys volunteering, traveling, and spending time with his family.