Michelle is responsible for telecommunications, workforce management, training methods and virtual tools.
Michelle Cowper is the Director of the Customer Engagement Center (CEC). Under her leadership, Michelle and her expert team continually raise the bar with trailblazing artificial intelligence, BOT automation, performance dashboards and driving technology innovations.
Prior to this role, Michelle was the Director of Workforce Development. She successfully guided staff development, recruitment strategy, employee retention, incentive plans, employee relations and performance management for more than 300 team members across the Customer Engagement Center.
Michelle joined the Human Resource Department at Delta Vacations in 1999. In the span of 21 years, she’s held roles of increasing responsibility in human resources, training and operations. Michelle introduced cutting-edge learning and development solutions that continue to drive engagement among diverse employee populations and enhance morale, buy-in, and brand advocacy.
As an experienced Delta Vacations people leader, Michelle has maintained an attrition rate for the CEC of less than 15% annually, well below call center averages, through her promotion of work-life balance tools, talent acquisition and retention strategies. She has also grown the reputation of the CEC as a customer service champion. Michelle led the development of awards program strategies and secured 15 global Stevie Awards in 2020, including Training Department of the Year and a Grand Stevie Award for customer service and workplace innovations.
Prior to joining Delta Vacations, Michelle worked for internet start-up companies in human resources and technical recruiting, and held previous non-profit roles, including working for a former United States Senator of North Dakota.
Michelle earned a B.A. in Broadcast Communications and Social Sciences from Minot State University in Minot, ND, and a Master of Science in Administration from Central Michigan University. Michelle, her husband and two children enjoy spending time at the lake and attending the kids’ sporting events.