Cody Michael Email & Phone Number

Chicago, Illinois, Us

Led the conceptualization, design, and implementation of Zendesk's automated communication systems for artists and customers, enhancing the efficiency of Artist Services, Customer Experience, and Songfinch Corporate teams.Pioneered the development of customized Chatbot and AI solutions to optimize operational workflows, particularly during peak seasons.Constructed informative dashboards and reporting mechanisms for stakeholders, enabling data-driven decision-making.Built and improved existing internal procedures to optimize operations efficiency, including process automation, internal tool integration, and maximizing Zendesk capabilities across teams and departments. Developed software to automate Customer Experience and Artist Experience functionalities and managed cross-team and department inboxes to leverage opportunities for scale and automation to deal with intense seasonal influx of business. Optimized chatbots and other tools to increase conversions. Built a scalable, custom Zendesk build-out that minimized maintenance and improved and automated performance.Contributed to enterprise-wide product initiatives aimed at enhancing operational efficiency and continuous improvement.

Chicago, Illinois, Us

Directed three core departments—Customer Success, Product Fulfillment, and Song Revision teams—playing a pivotal role in scaling operations for a company that achieved remarkable growth of 23,991% in just three years, earning recognition as the #1 fastest-growing company in Chicago according to the Inc 5000.Spearheaded automation efforts, leading to a notable 30-40% reduction in customer service interactions.Successfully developed comprehensive customer behavior reporting and data systems from the ground up.

Chicago, Illinois, Us

Chicago, Il, Us

Collaborated with the CEO to oversee daily operations, including customer service, CRM management, HR, marketing campaigns, commissions, payroll, and account management.Supervised a tech development team to ensure the successful completion of project goals and the effective management of tech platforms and integrations, including complex partnerships like healthcare.govManaged a team of 20 sales agents, ensuring regulatory compliance and contracting requirements.Led the creation of marketing websites, logos, and content for all brands and sub-brands.

Chicago, Il, Us

Built, designed, and orchastrated Zendesk buildout of sales, client, and broker communication platforms and automations via email, phone, and SMS to deal with surges in sign-up times. Created cross platform content for social media and search engine optimization. Managed all client communications accross all business platforms. Performed duties as licensed health insurance broker and insurance benefits consultant as needed. Orchestrated the management of small business benefit accounts and conducted employer/employee benefit meetings.Oversaw product development and integrations with healthcare.gov, among other platforms

Chicago, Illinois, Us

Successfully launched PDNRecruits.com, a diversity recruiting platform sourced from google ads and texting-based geo-targeting toolManaged over 300 consecutive online advertising campaigns, including Google AdWords, Facebook advertising, and cost-per-click (CPC) campaignsDelivered comprehensive advertising metrics and reporting while optimizing CPC for all clients.Acted as a dedicated client manager for over 50 clients, ensuring their satisfaction, including major brands like Best Buy and AT&T.Supervised a call center team of agents.

Chicago, Il, Us

Groupon's Resolution Team members act as customer advocates to resolve widespread customer facing issues, acting as post-deal account managers and risk management specialists to satisfy both our customers and our merchant clients. As an RT, I worked closely with our merchants, sales reps, risk management, and customer service team negotiating contract disputes, investigating problem businesses, and reaching out to merchants to resolve customer complaints.

Chicago, Il, Us

Handled customer services inquiries for the travel department, including working with our hotel partnersto resolve customer issues and working with account managers to resolve escalated customer issues.

Chicago, Il, Us

Seattle, Wa, Us

Coffee slinging, task delegation, cash handling & sales.

Journalism

High School Diploma