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

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

Game Design/Development