Mike has been a member of Tucson Electric Power Company (TEP) since 2010. In his current role as Customer Service Quality Assurance and Training Supervisor, he is responsible for leading a team of employees who help to track and report on corporate key performance indicators as it relates to customer satisfaction, quality control, employee performance, and employee development. Since Mike has been in this role, his efforts to develop quality assurance and training process improvements have helped increase TEP’s J.D. Power Customer Satisfaction survey scores from 4th quartile in 2016 to 2nd quartile in 2019. Mike is also a primary architect of the 2018 TEP Job Assignment Program designed to provide opportunities for Customer Service Representatives to work in non-traditional work assignments as a means to increase support operations, improve morale, and ensure continued development and growth.