Mike McCann
Lehi
Summary
Accomplished leader with over 17 years of progressive experience at Comcast, specializing in team development, data analytics, and business process improvement. Proven ability to lead high-performing teams, mentor future leaders, and implement strategic initiatives that drive operational excellence. Skilled in SQL, Teradata, Power BI, and leveraging data insights to optimize performance and enhance customer experience. Results-driven Supervisor with experience steering and directing all aspects of operations. Practiced in orchestrating multiple projects with competing priorities involving process improvements, safety initiatives and quality control. Recognized and commended for collaborating with upper management to achieve organizational objectives.
Overview
18
18
years of professional experience
Work History
Payment Research and Refunds Supervisor
Comcast
09.2019 - Current
- Lead a team of 13 chat agents, managing performance, coaching, daily operations, payroll approval, and escalations.
- Mentor agents into leadership and analytical roles, fostering career growth.
- Facilitate huddles regarding policy changes and create department incentives to drive performance.
- Serve as Team Lead for the Process Improvement Committee, implementing strategic enhancements.
Data Analyst
Comcast
03.2016 - 09.2019
- Created performance dashboards and commission reports for over 500 employees using SQL and Excel.
- Provided strategic insights to improve call center operations and efficiency.
- Designed compensation models and conducted ad hoc analysis for leadership decisions.
- Delivered KPI reports and performance insights to senior leadership to support strategic planning.
PSCOE Collection Supervisor
Comcast
01.2010 - 03.2016
- Supervised 10–15 associates in customer service and collections, ensuring compliance and quality while implementing strategies and handling escalations.
- Managed payroll, performance reviews, and team training to enhance productivity.
Internet Support/Agent
Comcast
04.2008 - 01.2010
- Delivered frontline support and resolved customer issues with professionalism.
- Recognized for outstanding performance and promoted to supervisor within first year.
Education
Associate Degree - Computer Systems and Networking
Stevens-Henager College
01.2004
Skills
- Leadership & Team Development
- Data Analytics (SQL, Teradata, Power BI)
- Business Process Improvement
- Networking & IT Support
- Coaching & Mentorship
- Time Management
- Performance Reporting
- Software & Hardware Troubleshooting
- Training and Huddle Facilitation
Awards
- Promoted 3 times over 17 years based on performance and leadership.
- Developed and mentored over 20 team members into advanced roles.
- 2017 Game Change Award
- 2015 Leap Award winner
Timeline
Payment Research and Refunds Supervisor
Comcast
09.2019 - Current
Data Analyst
Comcast
03.2016 - 09.2019
PSCOE Collection Supervisor
Comcast
01.2010 - 03.2016
Internet Support/Agent
Comcast
04.2008 - 01.2010
Associate Degree - Computer Systems and Networking
Stevens-Henager College