Mike Mckee Email & Phone Number

Houston, Tx, Us

United States

Houston, Texas, United States

Analyst for the Associate Director and Senior Manager, provided capacity building and project management, ensured cost-savings, subject matter expert for SOP enhancements.• Analyzed call and chat trends to support team initiatives, report building and presentation.• Expanded AI enhanced text chat service promoted to Best Buy clients via iOS and Apple Devices.• Enhanced Apple Business Chat team SOP to reduce misrouting of simple problems to call center teams.• Modernized Best Buy's internal Privacy Process Guide, providing clear directions for customer data privacy questions and policies.• Created a Universal Contact Flow for Best Buy Customer Care, unifying agent talk tracks and customer experience across multiple lines of business, simplified branding statements.

Remote

Oversaw call/chat center operations in the Best Buy Customer Care contact center, led multi-unit team of 100+ Care Specialists.• Collaborated to create team "Powerhouse," an organizational model for an inclusive and engaging space for 100+ Care Specialists to thrive in, developed multiple employees to promotion.• Coached, developed, and drove performance metrics and quality evaluations, consistently achieving 30-50 points above goal in Net Promoter Scores.• Led cross-functional teams as manager on duty, ensuring quality service during all hours of operation.

Remote

Pilot supervisor for ground up creation of remote call center, accountable for success of multiple projects to completion, and led multiple Care Specialist teams in a rapidly changing environment.• Piloted the Store Care team, aiding in transition of 800+ employees from a retail store to a remote environment amid the pandemic.• Created employee absence reporting system to accurately track staffing levels across Store Care, monitor and deliver attendance coaching and corrective actions, improve attendance.• Developed ten Care Specialists into Specialist Support Agents, who provided in the moment peer-to-peer support, client escalation resolution, and coaching to Care Specialists during call center business hours.

Remote

Provided world-class customer service for Best Buy customers in a highly-flexible call center. Flexible Workforce shifted to meet business needs during a time of frequent change (COVID-19) in a remote environment.Top performer first month in role: Schedule adherence, transfer rate, customer satisfaction (NPS).Provided call support for Best Buy's Primary Support and Store Care teams, as well as remote back-office duties.

Little Rock, Arkansas, United States

Front End Leader for customer service operations and store phone hub. • Improved team KPIs from bottom 20% to top 5% nationwide within 3 months of taking role. Consistent top scoring customer satisfaction and NPS scores for district/territory.• Supervised customer service associates and phone operators, managed schedules, performed daily deposits and cash management.Sony Brand Ambassador within Best Buy. Ensured success of Sony product family sales within Home Theater, Gaming, and Car Audio. • Consistently ranked number 1 in Sony brand sales for the state of Arkansas, and top 10 in the country.

Houston, Texas, United States

• Delivered whole-home design and sales consulting to Best Buy clients, with a focus on high-end home theater products.• Maintained relationships with clients, garnering a large repeat customer base across two store locations in Houston, Texas.

Houston, Texas, United States

Provided internal and external clients with technical support via troubleshooting, service, repair, and education. Ensured successful completion of IT related projects, system deployments, and routine maintenance in a leading Texas community college.• Performed deployment and maintenance of hardware and software assets, audio/visual equipment, and standard images in a 6000 workstation Microsoft Windows domain.• Transitioned domain from Windows 7 to Windows 10 in an enterprise environment.• Help desk levels 1, 2, and 3 experience. Simple to complex troubleshooting and root cause analysis for software and hardware configurations.• Translated technical problems into easy-to-understand language for clients of all levels of technical literacy.• Fostered relationships with staff and faculty teams to provide continual support of technology in education.

Houston, Texas Area

Assisted students with basic, computer related questions and issues, such as needing help withMicrosoft Office, logging in, or navigating online coursework.