Michael Dickson

Background

About Michael Dickson

I’m a customer experience and quality leader with 17 years of hands-on experience in frontline support operations. My focus has always been clear: to make customer service better, for those seeking help and for the teams delivering it. In my current role, I lead Global and ANZ Quality Assurance for Belkin’s Customer Advocacy team. This means reviewing real interactions, coaching agents, and shaping policy, but also stepping in on complex issues that don’t fit neatly into a box. From cross-functional problem-solving with Product, Sales, Legal, and Logistics, to building new escalation and compliance processes from the ground up, I’m trusted to handle what’s hard to define. Over the years, I’ve developed deep capability in escalation handling, quality frameworks, agent enablement, and cross-team collaboration. I’ve led projects that improved CSAT, strengthened compliance, and helped teams deliver more consistent, human support. In every situation, from safety-critical incidents to everyday challenges, I combine empathy, critical thinking, structure, and accountability to deliver results. I hold a Diploma of Leadership & Management and have contributed to business-wide change initiatives including global restructuring, automation, and workforce development. I care deeply about systems thinking, clear communication, and raising the bar for what good support can look like. Because great service doesn’t happen by accident.