Michelle D. Cartagena
Director, Customer Service
Ms. Cartagena is responsible for facilitating Customer Service Initiatives for the Transportation Security Administration (TSA) and strives toward creating an environment that delivers service excellence. Ms. Cartagena joined TSA in 2003 as a Program Manager in General Training. In 2010, Ms. Cartagena was appointed manager of the TSA Contact Center which later became the Customer Service Branch. Under Ms. Cartagena’s leadership, the Customer Service Branch oversees the main portal for inquiries from the traveling public, addressing more than 1 million passenger contacts per year and is passionate about creating an environment that fosters improvement of the customer experience.