Kyle Moncelle
- Role
- Senior Manager, Player Support Pokémon Go at Niantic, Inc
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Kyle Moncelle
Leveraging a history of customer service excellence, program and project management to…
Experience
Senior Manager, Player Support Pokémon Go
Aug 2020 — Present
Responsible for the strategy and execution of customer support for Pokémon GO. This includes- Career and performance management of a team of four high-performing individuals - Maintaining positive and productive relationships with vendor partners - Building and maintaining effective and successful cross functional relationships to advocate for product changes and resources where appropriate or necessary - Benchmarking success metrics and ensuring programmatic success against these benchmarks - Content management and optimization of self-help materials and automations - Management and scale of 1:1 and 1:many support programs with a focus on optimizing customer satisfaction and improving/reducing customer wait time - Implementing projects and initiatives geared towards improving player experience with customer support
Education
University of Illinois Urbana-Champaign
BS, Advertising
2004 — 2008
Skills
- Competitive Analysis
- Ppc
- Social Media Marketing
- Communications Management
- Crm
- Customer Service
- Google Analytics
- Management
- Digital Marketing
- Google Adwords
- Media Planning
- Web Analytics
- Online Marketing
- Sem
- Mobile Marketing
- Online Advertising
- Brand Management
- Advertising
- Social Media
- Microsoft Office
- User Experience
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