Gereon Montkowski
Bis 2023, Call Center Manager, Teleperformance Portugal
Leverkusen, Deutschland
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 Jahre und 7 Monate, Dez. 2016 - Juni 2021
Troubleshooting Operations Team Lead, Digital Marketing
AccentureManagement 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 Jahr und 7 Monate, Okt. 2010 - Apr. 2012
Customer Service Representative
Blizzard Entertainment Ireland
2 Jahre und 6 Monate, Jan. 2008 - Juni 2010
Community Manager
Karo Internet GmbH
Ausbildung von Gereon Montkowski
2 Jahre, Okt. 2012 - Sep. 2014
Medieninformatik
b.i.b. International College
Game Design/Development
- Bis heute
Lehramt Sek II - Englisch und Chemie
Universität zu Köln
Sprachen
Deutsch
Muttersprache
Englisch
Fließend
Spanisch
Grundlagen