Michael Smock

Enthusiast
DISC Type : i

Senior Program Director - Maryland Department of Human Services (DHS) Customer Service Center (CSC) at Automated Health Systems

Windsor Mill, Maryland, United States

Overview

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.

Personality Overview

Consensus Focused

Amiable & Agreeable

Story Driven

Unlike D or C types, they are convinced more by stories and testimonials.  They are generally friendly, so be careful when relying on their word. They are more about building relationships than just cutting deals.

Topics They Care 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.
Team Empowerment
Believes in building highly performing, customer-focused teams and developing associate skill sets to deliver exceptional results.

Media Appearances

Michael has no verified media appearances

Work History

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

Education

Michael has no verified education history

More Information

Social Presence :

Prographics :

Exp : 17 Location : Windsor Mill, Maryland, United States Job Level : Senior Designation : Senior Program Director - Maryland Department of Human Services (DHS) Customer Service Center (CSC) at Automated Health Systems
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Insights For Selling To Michael

During A Call Or A Meeting

DO's

  • Ask them how their day is going or exchange some other pleasantries
  • Speak from experience about success that the product has seen with other customers
  • Refer to interesting customer testimonials and stress on great customer experience

DONT's

  • Don’t be excessively objective, be like a storyteller with them
  • Don’t be too formal with them, they trust informality more
  • Don’t push them for a direct ‘no’, take lack of ‘yes’ as ‘no’ after some time

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Michael is

  • Relationships and rapport matter to them, but so does the value of the product.
  • Will you ever get a clear answer from Michael

  • They will hardly ever say a direct no.

Insights For Deal Planning

    How fast (or slow) will Michael move?

  • Even when they are constantly engaged, they do not reach decisions quickly.
  • Can Michael take some risk or not?

  • If it seems really necessary, they can take small risks.

You And Michael

Personality Compatibility


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