Kyle Moncelle
Senior Manager, Player Support Pokémon Go @Niantic, Inc
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WORK HISTORY
Senior Manager, Player Support Pokémon Go @Niantic, Inc
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
SKILLS
ABOUT KYLE MONCELLE
Leveraging a history of customer service excellence, program and project management to…
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