Quality Transformation

Breathing new life into quality. Changing the perception of quality ownership by engaging agents so they could see their ownership in the process. The mission is building customer loyalty by providing a quality service experience the first time, every time.

Join us as we talk with Toni Roberts, Diector at Delta Dental of Michigan, will be sharing her insight on Quality Transformation.

Antoinette Roberts, director of Regional Operations, has been with Delta Dental of Michigan since1983. Prior to assuming her current role in 2006, Roberts served in various positions including director and manager of customer service. While overseeing the department, she executed implementation of large and national accounts and served as the direct point-of-contact for clients. In 2002, Roberts led the customer service department to its first BenchmarkPortal award, which recognizes the outstanding efficiency and effectiveness of the company’s call center. She is responsible for providing on-going service and support for large accounts, maintaining strong working relationships, offering problem resolution and retaining existing clients. In addition, Roberts manages two large accounts including the State of Michigan and the Michigan Public School Employees Retirement System (MPSERS).