Michael Baker

Michael Baker leads the Consumer Services Organization for United Healthcare’s Medicare & Retirement business.  In this capacity Mike sets the strategic direction and oversees the end-to-end management for the 46 M&R contact centers and more than 10,000 of the best service professionals in healthcare. 

Mike joined United Healthcare in September of 2013.  He has extensive experience running large-scale contact center and back office operations and brings expertise driving broad strategic change initiatives to transform the consumer experience.  Mike joined UHC from First Data, the world’s leading payments company, where he was Vice President and Chief of Staff for Global Operations. Previous senior leadership roles at First Data include leading North American contact center operations and global vendor management. Mike also previously led the contact centers for Hershey’s Chocolate Company. 

Mike has given multiple keynote presentations on topics including customer segmentation, social media, globalization and building consumer-centric cultures at major global customer contact forums throughout the past several years.   Mike is a member of the Chief Customer Officer Forum, the Global Operations Council, the International Association of Outsource Professionals and recently completed the first Certified Professional Innovators program at Georgia State University.  He is a Leadership Shadow Award winner.  He holds an MBA from the University of Phoenix and is based in Minneapolis.