Gereon Montkowski
Fähigkeiten und Kenntnisse
Werdegang
Berufserfahrung von Gereon Montkowski
Leading the operations of 5 Customer service teams across 8 different languages. - Global metrics delivery (SLAs) - Communication with the client (weekly, monthly, quarterly reports & presentations) - Project management (Creation of troubleshooting content at a large scale, Training content revamp, legal workflow adherence alignement) - Cross site collaboration with Japan, India, Philippines, Portugal to solve cross functional challenges - Overseeing recruitment operations
Leading the operations of 5 Customer service teams across 8 different languages. - Global metrics delivery (SLAs) - Communication with the client (weekly, monthly, quarterly reports & presentations) - Project management (Creation of troubleshooting content at a large scale, Training content revamp, legal workflow adherence alignment) - Cross site collaboration with Japan, India, Philippines, Portugal to solve cross functional challenges - Overseeing recruitment operations
- 4 years and 7 months, Dec 2016 - Jun 2021Accenture
Troubleshooting Operations Team Lead, Digital Marketing
Management of up to 18 support and QA agents across multiple teams providing support for EMEA and Latam. • Reporting on the team’s KPI (Volume, Customer satisfaction, Timeliness, Quality). • Organizing and monitoring Chat channel adoption • Individual performance reviews and improvement plans • Reactive point of contact for escalations
- 1 year and 7 months, Oct 2010 - Apr 2012
Customer Service Representative
Blizzard Entertainment Ireland
- 2 years and 6 months, Jan 2008 - Jun 2010
Community Manager
Karo Internet GmbH
Ausbildung von Gereon Montkowski
- 2 years, Oct 2012 - Sep 2014
Medieninformatik
b.i.b. International College
Game Design/Development
- Bis heute
Lehramt Sek II - Englisch und Chemie
Universität zu Köln
Sprachen
German
C2 (Verhandlungssicher / Muttersprachlich)
English
C1 (Fließend)
Spanish
A1-A2 (Grundkenntnisse)
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