Michael Gisel, MAOL, is a seasoned customer experience executive with over 20 years of expertise in leading large-scale contact center operations and driving digital transformation through AI and automation. Currently, they serve as the Director of Customer Service at Optum, where they manage a global team of over 3,000 agents while maintaining high customer satisfaction metrics. In previous roles, Gisel significantly improved net promoter scores and reduced customer attrition at divvyDOSE and KONE. They hold a Master of Arts in Organizational Leadership from Colorado State University and a Bachelor of Arts in Organizational Management from Ashford University.
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