Terry Lang

Terry Lang has a diverse work experience spanning over 25 years. Terry is currently the Director of Customer Experience at Edcor, where they oversee the advancement of customer experience and leads the transformation of the company's contact center and transaction processing staff. Prior to this, Terry was the Owner and Chief Consultant at Think Service First, LLC, where they focused on customer experience innovation and contact center modernization. Terry also served as the Vice President of Retail Customer Contact Center at Comerica Bank, leading a customer service transformation project involving advanced technologies. Terry has also held roles such as Quality and Process Analyst at Edcor, National Repossession Manager at Credit Acceptance, Sr. Operations Analyst at MAXIMUS, and Sr. Manager at Edcor Data Services. Additionally, they have experience as the Director of Parking Operations at Palace Sports & Entertainment, where they implemented operational changes and managed all administrative functions. Throughout their career, Terry has displayed expertise in customer experience, operational efficiency, and process improvements.

Terry Lang completed a Master of Science in Management degree from Walsh College from 1996 to 2000. Prior to that, they attained a Bachelor of General Studies degree from Oakland University between 1984 and 1990, where they studied Management, Communication Arts, and Sociology. Alongside their formal education, Terry Lang obtained additional certifications, including the Master Diamond Certification from the Michigan Association of School Boards in December 2021, the Certified Board Member certification from the same institution in October 2015, and the Certified Call Center Operations Manager certification from ICMI in May 2002.