Michael Ucci

Michael Ucci is a customer service and success coach with over 10 years of experience in the field. Michael currently serves as the CSA Program Manager at Simplicity Consulting, a leading customer service training and development company. In this role, they are responsible for providing concierge-level support to students through daily interactions and proactive service and outreach, managing a portfolio of over 300 learners. Michael has also developed and executed various trainings for new success coaches and provided one-on-one coaching/mentoring. Prior to their current role, Michael served as a Success Coach at the University of Maryland Global Campus from October 2020 to January 2022. In this role, they were responsible for providing concierge-level support to students through daily interactions and proactive service and outreach, managing a portfolio of over 300 learners. Michael also developed and executed various trainings for new success coaches and provided one-on-one coaching/mentoring. During their time at the University of Maryland Global Campus, Michael consistently achieved productivity and quality assurance ratings that met or exceeded expectations, meeting speed-to-response goals while demonstrating high quality customer service throughout all student interactions. Michael also served as a liaison for students by assisting with all administrative processes and serving as an intermediary between students and other University departments. In addition, they communicated directly with students to resolve any concerns using a high level of customer service and problem-solving skills to ensure successful and timely earning of their degree. Michael also provided support to colleagues by serving as an on-call resource via support hotline. Lastly, they served as organization-wide point-of-contact for several special programs and initiatives. Michael's extensive experience in customer service and success coaching has allowed him to develop strong skills in communication, problem solving, and time management. Michael is a highly motivated individual who is dedicated to helping others succeed.

Michael Ucci has a Bachelor of Arts in Corporate Communication from Penn State University and a Master of Education (MEd) in Professional Counseling from the University of West Georgia. Michael is currently a licensed professional counselor in the state of Georgia.

Their manager is Carrie Morris, VP. Some of their coworkers include Cindi Newell-Timmons - Director of Talent Delivery and Engagement, Madeline Obernesser - Sr. Business Operations Manager, and Sheryne Cadicamo - Director of Client Service and Success. Some direct reports include Christina Howard - CSA MSFT, Ebony Johnson - CSA MSFT, and Dara Jean-Pierre - CSA SA.