Director, Contact Center Operations, Customer Experience, and Quality, Dorel Juvenile
Michelle Williams is the director of Consumer Care at Dorel Juvenile Group USA. She has extensive knowledge of department operations, systems, and functionality. She is a certified CPST and she was the driving force behind implementing live chat and video chat in Dorel’s Consumer Care department shortly after she joined the team. Michelle is very involved with day-to-day operations, in touch with consumer needs, and she stays active in the field at Dorel's events. Previously, Michelle was employed with the Customer Experience & Operations team at AT&T, where she led their call center to improve the customer experience. Michelle operated a virtual field from all centers in the group to inspire a culture of innovation, ownership, and support through collaboration and partnership.