Michelle Baker

Senior Consultant

Prior to joining the CREO team, Michelle led the Membership Operations Department at Blue Cross and Blue Shield of North Carolina, managing significant process and requirement changes mandated by the Affordable Care Act, all while maintaining productivity and quality. In addition, Michelle held various positions at the American Kennel Club, including Director of Analytics and Market Research, Director of Internal Consulting, and Director of Customer Service. In each role, Michelle consulted with key stakeholders to diagnose process bottlenecks to improve performance and customer satisfaction, and developed tools for tracking, forecasting, pricing, and ROI/P&L analysis.

All of Michelle’s positions share a common theme – developing analytical processes and tools to drive strategic decisions, identifying market opportunities, improving efficiencies, and improving customer retention and satisfaction. Michelle brings CREO clients her skills to analyze, design, communicate, plan, and execute.

Michelle holds an MBA from Meredith College and a B.S. in Industrial Engineering from North Carolina State University.

Areas of Focus

Project Management and Execution
System Implementation