About the Authors

Tom Feeney

Safelite President and CEO
Tom Feeney

In his 20 years with the company, Tom Feeney has been instrumental in establishing Safelite AutoGlass® as a national company and a well-known brand. Since joining Safelite in 1988, he has held several positions within the organization including senior vice president retail operations and group senior vice president. In July 2008, Tom was promoted to president and CEO. His commitment to the company, its people and its customers have led to a 40 percent growth in business since he became president.

Before joining Safelite, he was the vice president of franchise operations for Tenneco Automotive Retail. He also served in sales and operations positions with Hertz Corporation and American International Rent a Car.

Tom also is committed to giving back to the community. He is the chairman emeritus for the American Red Cross of Greater Columbus Chapter. He currently serves as president of the Board of Directors for Ronald McDonald House Charities of Central Ohio, is a board member for Champions of the Community Inc., a non-profit organization that manages the annual Nationwide Children's Hospital Invitational golf tournament. He also serves on the board of HyperQuest, a for-profit company, and is a board member for Riverwatch Towers Condominium Association. Additionally, he and his wife, Debra, have served on the Parent's Board for Kenyon College in Gambier, Ohio and Otterbein College in Westerville, Ohio.

Tom received his Bachelor of Science degree in Accounting from La Salle University, Philadelphia, Pa. in 1974. He and Debra reside in Dublin, Ohio. They have three daughters, a son-in-law, and two grandchildren.

Steve Miggo

Safelite Senior Vice President of Operations
Steve Miggo

Steve Miggo oversees Safelite’s operations areas, including service delivery, retail operations, contact centers and field sales. Previously, he served as the senior vice president of human resources.

Steve has significant experience in operations and management. His experience includes 14 years working in various operational and human resources capacities for Plaskolite Inc. and Sumitomo Electric Company. He also gained considerable entrepreneurial experience acquiring, operating, and ultimately selling his sole ownership in Advanced Moldings Inc., a consumer and industrial products manufacturing company located in Columbus, Ohio.

Most recently, Steve served as the associate vice president of human resources at Limited Brands for three years, and before that he served as vice president of human resources for Elmer's Products Inc. for seven years where he was responsible for all human resources and administrative functions for the company.

Steve first joined Safelite AutoGlass® in 2008 as the senior vice president of human resources and leadership development, a role created to transform the company’s HR function into a strategic business unit. Since, Miggo has made a significant impact within the company culture in a multitude of ways, including the implementation of an integrated talent management platform.

He has a bachelor’s degree in organizational psychology from Ohio University and a master’s in business and labor relations from the Fisher School of Business at The Ohio State University. He also serves on the board of Buckeye Ranch.

Renee Cacchillo

Safelite Senior Vice President, Customer, Brand & Technology
Renee Cacchillo

Since joining Safelite Group in August 2011, Renee Cacchillo has been an influential leader who helped achieve the company’s goals by working collaboratively across various business units.

She began vice president of service delivery – a role created to establish Safelite as a world-class service organization, by driving performance in the areas of customer service and labor management.

With demonstrated results, she continued to grow in her role and in 2013 earned expanded responsibility for enhancing the company’s brand journey, including data analytics, digital marketing, and advertising as vice president of customer & brand strategy.

In May 2015, Cacchillo also become responsible for the strategic direction of Safelite’s technology team and was promoted to senior vice president of customer, brand and technology. In this unique role, she is responsible for leading the company-wide effort to align the customer experience, marketing efforts, and technical enhancements more acutely.

Throughout her career at Safelite, Cacchillo has helped provide better customer and business insight by identifying new ways to listen to customers – for all Safelite business units – on a deeper level, ultimately identifying better ways to meet their needs and prioritize actions for the organization. Additionally, she has helped lead the brand journey across all business units to build preference and generate opportunities at both the national and local levels. With her strategic direction of the technology team, Safelite will accelerate efforts to deliver to customers on its brand promise.

With more than 15 years of experience, Cacchillo brings a wealth of experience, best-practice knowledge and a proven track record of success around improving the customer experience. Her background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores. She also has more than 5 years of experience at Accenture in leading large scale system implementations as well as in change management.

Cacchillo is a member of the Customer Experience Professionals Association and serves on the Service Council Advisory Board. She has been the keynote speaker at variety of service-related conferences, including Argyle’s Customer Care Series, Chief Service Officer Summit, Forum for Customer Experience Professionals, Field Services, and Smarter Services Symposium.

Under her leadership, Safelite has won a number of customer service-related awards, such as:
• 2013 Temkin Customer Experience Excellence Award
• 2013 Best in Biz: Customer Friendly Company, Gold Medalist
• 2014 Stevie Silver Award for Sales & Customer Service (Customer Service Innovation category)
• 2014 CXPA CX Innovation Award
• 2014 Loyalty360 CX Awards
• 2014 Professional Association for Customer Engagement Customer Experience Excellence Award for Innovation

Cacchillo earned her BS in Business Administration and an MBA with an emphasis in Marketing from the University of Kansas. She and her husband live in New Albany, Ohio with their 14-year-old twin daughters.

Melina Metzger

Public Relations Manager
Melina Metzger,  PR Manager

As the public relations manager for Safelite AutoGlass, Melina Metzger serves as the adminstrator of Safelite's Delight blog site.

Natalie Crede

Senior Vice President of People & Leadership Development
Natalie Crede

Natalie Crede was promoted to senior vice president of people and leadership development in December 2012. She first joined Safelite® as director of learning and development in 2009 and was promoted to vice president of talent management in 2011. She has been instrumental in shaping Safelite’s talent development and professional learning programs.

As the senior vice president of human resources, Crede’s role includes talent management responsibilities to include overseeing the compensation and benefits, shared services, and HR business partner teams.

Crede’s career prior to joining Safelite® spans more than 20 years primarily with specialty retailers such as Limited Brands, Victoria’s Secret, Chicos, Lane Bryant and Home Shopping Network. Her areas of focus included shaping and delivering HR strategies to support business performance, talent management, organizational design, change management, and culture shaping.

Under her leadership, the company has earned a number of recognitions, including:
• 2012 Best in Biz Awards HR Department of the Year, Gold
• 2012 Columbus CEO HR Excellence Award
• 2012 Workforce Management Optimas Award

Crede attended Florida’s St. Petersburg College where she studied HR and psychology. Her professional training and certifications include: HR Management Certification, Society for Human Resource Management membership, Certified Diversity Training, Master Facilitation Trainer, and DDI Certified Facilitator. She volunteers for the Red Cross, United Way and was a past partner to Choices for Victims of Domestic Violence.