Michael Smock in

Michael Smock

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Senior Program Director - Maryland Department of Human Services (DHS) Customer Service Center (CSC) at Automated Health Systems
📍 Windsor Mill, Maryland, United States

Michael Smock is a senior operations leader with over 26 years of experience, primarily in the healthcare and human services sectors. He specializes in transforming customer service operations by improving processes, managing contact centers, and empowering teams to enhance customer satisfaction and efficiency.

He once increased customer survey satisfaction scores by 21% by fostering a more customer-focused culture.

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Experience
17 Years
Current Role
Senior Program Director - Maryland Department of Human Services (DHS) Customer Service Center (CSC)
Job Level
Senior
Location
Windsor Mill, Maryland, United States
Personality Overview

How Michael shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Michael cares about

Customer Satisfaction
States his passion is to delight the customer with service beyond their expectations, having previously increased satisfaction scores by 21%.
Operational Efficiency
Focuses on analyzing and improving business processes, once reducing open inventory cases by 18% by reallocating agent time.
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Career

Work history

11-2025
Senior Program Director - Maryland Department of Human Services (DHS) Customer Service Center (CSC)
Automated Health Systems
12-2024 - 11-2025
Program Director - Maryland Department of Human Services (DHS) Customer Service Center (CSC)
Automated Health Systems
7-2022 - 12-2024
Director of Operations, Health Northeast/Maryland Health Insurance Exchange
Maximus
1-2021 - 7-2022
Manager, Enterprise Medicare Member Service
Versant Health
1-2020 - 1-2021
Call Center Manager
University of Maryland Faculty Physicians Incorporated
In the press

Media appearances

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Education

Michael has no verified education history

Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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