Micah Clack

Customer Experience Contact Center Manager at Consumers Energy | Grand Rapids, Michigan, United States

About Micah Clack

Micah Clack serves as the Customer Experience Contact Center Manager at Consumers Energy, where he plays a pivotal role in enhancing customer interactions and operational efficiency within the utility sector. With a strong foundation in communication, bolstered by a Master’s degree from Grand Valley State University, Micah has successfully led initiatives that have propelled the organization to achieve first quartile rankings in employee engagement, call resolution, and customer satisfaction metrics. His leadership philosophy centers around fostering a positive employee culture, recognizing that engaged employees are key to delivering exceptional customer experiences.

In his current role, Micah oversees a world-class contact center that spans two locations, managing ten teams and a workforce of 120 customer service representatives. His commitment to continuous improvement is evident through the application of Lean Methodology, known internally as "Ce Way," which he utilizes to identify and eliminate waste in processes. This strategic approach not only enhances operational efficiency but also drives service excellence, ensuring that customers receive timely and effective support.

Micah's expertise extends to project planning and change management, where he leverages tools like SAP and Microsoft Excel to analyze performance data and implement actionable strategies. His proficiency in team leadership and training equips him to build cohesive teams that are motivated and equipped to meet the evolving needs of customers. Through his dedication to cultivating a culture of excellence and his focus on metrics-driven results, Micah Clack continues to make significant contributions to the customer experience landscape at Consumers Energy, positioning the organization as a leader in the utility industry.

Micah Clack Work