MIKE MCCANN
Lehi,UT
Summary
Call Center Supervisor with 15 years of proven leadership. Strong record of boosting KPIs, guiding team development, and producing data-driven reports using SQL, Excel, and Teradata. Recognized for top performance and building successful career paths.
Overview
18
18
years of professional experience
Work History
Xperience Ambassador
SMITH ENTERTAINMENT GROUP
Salt Lake City, UT
09.2025 - Current
- Cultivated relationships with industry stakeholders to enhance brand visibility and engagement.
- Coordinated logistics for events, ensuring smooth operations and adherence to schedules.
- Mentored junior ambassadors, fostering a collaborative environment and enhancing team performance.
Call Center Supervisor
COMCAST
Sandy, UT
02.2012 - 03.2026
- Received 2x Game Changer award for reorganizing onboarding process to enhance new hire integration
- Mentored over 20 agents seeking leadership and analytical roles (Provided training and other resources to familiarize agents with Leadership, Excel, SQL, Teradata)...
- Developed daily KPI reports using SQL, Teradata, and Excel to track and analyze team performance
- Mentored over 20 agents for leadership and analytical roles, providing targeted training on leadership principles and technical skills
Data Analyst
COMCAST
Sandy, UT
01.2010 - 02.2012
- Provided Monthly, Weekly, Daily KPI performance reports to call center employees (over 500) (Self-built in SQL, Teradata and Excel)
- Generated monthly commission payroll reports detailing results, forecasting, and drivers to ensure accurate compensation processing.
- Supplied critical feedback to senior management regarding customer service and call center operations to inform strategic decisions.
- Compiled ad hoc reports based on specific requests from management to address immediate business needs.
- Ad hoc reports as requested
Support Agent/Team Leader
COMCAST
Sandy, UT
04.2008 - 01.2010
- Ranked in top 5 for upgraded sales performance
- Trained 90% of Department on Troubleshooting Internet/Phone/Cable TV
- Reviewed and approved payroll for accuracy and timeliness.
- Trained 90% of department on troubleshooting internet, phone, and cable TV issues
- Resolved customer escalations to enhance satisfaction and retention
Education
Securities Industry Essentials - Securities And Investments
FNRA
Murray, UT07-2026
Skills
- Customer engagement
- Team management
- Customer education
- Demonstrations
- Social media management
- Event coordination
- Event promotion
- Audience analysis
Personal Information
Title: Seeking Manager/Supervisor Position
Timeline
Xperience Ambassador
SMITH ENTERTAINMENT GROUP
09.2025 - Current
Call Center Supervisor
COMCAST
02.2012 - 03.2026
Data Analyst
COMCAST
01.2010 - 02.2012
Support Agent/Team Leader
COMCAST
04.2008 - 01.2010
Securities Industry Essentials - Securities And Investments
FNRA