MIKE KANN
Chicago,IL
Summary
Dedicated customer centric professional with a diverse background across multiple disciplines and workplace environments, demonstrating a strong commitment to delivering exceptional service. Proven track record of fostering teamwork and collaboration, leading to successful project outcomes and enhanced client satisfaction
Overview
13
13
years of professional experience
Work History
Senior COE Specialist II – Internal Escalations
Uber
Chicago, IL
12.2024 - Current
- Deliver best-in-class consumer support through multiple modalities while solving complex ticket-based issues that have been escalated due to missing procedure logic.
- Collaborate with internal teams on complex cases through JIRA escalations.
- Managed stakeholder communications effectively, ensuring alignment on project goals and timely delivery of outcomes.
- Excel at one-touch resolutions to improve SLA action-to-closure times.
- Consistently meet or exceed performance metrics each month while maintaining 100% quality assurance results.
- Led cross-functional teams to enhance operational efficiency and streamline processes across multiple projects.
COE Specialist I - Merchant Premium Support
Uber
Chicago, IL
02.2024 - 12.2024
- Deliver high-quality merchant support while solving complex inbound or email-based issues that may not have a well-documented procedure.
- Thoroughly document all interactions in Salesforce to ensure timely and efficient resolutions.
- Collaborate with internal teams on complex cases to improve merchant experience and SLA action-to-closure times.
- Achieved weekly 100% quality assurance results
Home Base Office Staff
Chicago Cubs
Chicago, IL
05.2022 - 09.2022
- Supported and facilitated daily execution of policies and procedures to ~800 seasonal staff.
- Completed daily office administration tasks including email correspondence, uniform pick-up, radio distribution & more.
Security Services Ambassador
Chicago Cubs
Chicago, IL
06.2021 - 10.2021
- Excelled at greeting all inbound fans and assisting with the continued safety & security of every guest at all Wrigley Field events.
Business Development Rep.
Be Found Online
Chicago, IL
01.2018 - 02.2019
- Maintained ongoing account management services to a large Fortune 500 company through CRM reporting and scheduled reachouts.
- Pursued new business partners by leveraging various prospecting tactics.
Associate Account Executive
Yelp
Chicago, IL
04.2017 - 12.2017
- Achieved new business sales goals by cultivating business-to-business relationships in targeted markets via open calls.
- Consistently reached daily metrics including 80 outbound dials.
Client Service Executive
Sporting Kansas City (MLS)
Kansas City, MO
07.2014 - 10.2016
- Responsible for the account management of ~525 unique clients valued at over $950,000.
- Obtained a 92% success rate of year-to-year account retention through exceptional customer service.
Inside Sales Rep.
Phoenix Coyotes (NHL)
Glendale, AZ
07.2013 - 05.2014
- Reached $100,000 in ticket sales revenue through individual, group, and season ticket sales efforts.
- Exceeded sales metrics with 80-100 outbound calls a day
Education
Bachelors of Science -
Northern Michigan University
Marquette, MI01.2007
Skills
- Customer Service & Sales
- Account Management
- Email Marketing
- Event Coordination
- Database Management
- Microsoft Office Suite
- Constant Contact
- Bliss
- Salesforce
- Hubspot
- Google Workspace
- JIRA
Timeline
Senior COE Specialist II – Internal Escalations
Uber
12.2024 - Current
COE Specialist I - Merchant Premium Support
Uber
02.2024 - 12.2024
Home Base Office Staff
Chicago Cubs
05.2022 - 09.2022
Security Services Ambassador
Chicago Cubs
06.2021 - 10.2021
Business Development Rep.
Be Found Online
01.2018 - 02.2019
Associate Account Executive
Yelp
04.2017 - 12.2017
Client Service Executive
Sporting Kansas City (MLS)
07.2014 - 10.2016
Inside Sales Rep.
Phoenix Coyotes (NHL)
07.2013 - 05.2014
Bachelors of Science -
Northern Michigan University