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Michael Banda currently serves as the Director of Customer Experience at Ripple Fiber, beginning in October 2023. Prior to this role, Michael held various positions at Farmers Insurance from 2018 to October 2023, including Senior CX Strategy and Process Consultant, where expertise in customer experience optimization was applied to enhance decision-making and save significant operational hours. Additionally, Michael managed a contact center team and directed efforts during major transitions to ensure service excellence. Before joining Farmers Insurance, Michael worked at MetLife from 2007 to 2018, demonstrating leadership in claims management and fostering innovation within teams. Michael's career began at Progressive Insurance from 2005 to 2007, focusing on early injury resolution. Michael holds a Bachelor of Arts in Economics from Wheaton College Massachusetts, earned in 2005.