University of Illinois Urbana-Champaign

Customer Experience and Communications Expert

Oakland, California, United States

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

Niantic, Inc.

Senior Manager, Player Support: Pokémon GO

Own the strategy development and day-to-day operation of player support across multiple social media channels (including Twitter, Facebook, and Reddit) for multiple properties (including Ingress and Pokémon GO).

Collaborate to shift social support operations into a centralized tool to secure access and streamline workflow and increase scale of support. This includes defining KPIs and setting SLAs, establishing regular reporting cadence, updating workflows and delivering trainings to impacted agents.

Determine the strategy, select platform provider, launch and scale a series of product-specific player forums to empower product teams and developers to connect with players and players to build community with one another.

Collaborate with vendor manager to ensure delivery of support against mutually agreed upon SLA targets, increase social customer support satisfaction and overall social sentiment, increase reply volumes while also decreasing social customer wait times and expand workforce to provide 24 x 7 support (including special and in-person events).

Player Social Support Lead

Collaborated in managing the engagement strategy and logistics for the social and community support operation for Google's consumer hardware products (the Made By Google suite of products) focusing on optimizing tooling and reporting infrastructure to improve agent output and maximize operational efficiency. In addition to setting the strategy, I served as the main POC for transitioning the entire operation between social engagement tools.

I also served as the social and community operational readiness POC for the Google Pixelbook and Pixelbook Pen launch as part of the wider Made By Google product expansion on 4 October, 2017. In addition to collaborating with cross-functional product and operational teams to ensure total launch readiness, personally established strong relationships with product marketing to establish consistent messaging, voice and tone for the product engagement on social.

Additional responsibilities included determining staffing and language strategy and hiring profiles, setting KPI targets and implementing measurement tactics, establishing regular in-house and cross-functional reporting cadence and representing the team in conversations with senior leadership.

Google

Community and Social Operations Technical Lead, Consumer Hardware

Lead initiatives aimed at improving the ability and efficiency of Twitter's front line support agents across multiple KPIs. Leverage strategic relationships with multiple cross-functional partners and in-depth knowledge of the impacted operations to drive success at all levels.

Specifically responsible for launching CSAT and NPS metric collection for multiple user-facing and internally-facing teams, contributing to the launch of social support for Twitter's users via the Twitter platform, and implementing various other initiatives to mitigate multiple areas of risk to Twitter by improving agent quality.

Twitter

Senior Project Manager: Vendor Operations

Manage the performance and career progression of a team of high performing, strategy-focused customer service specialists in supporting verified users on the Twitter platform.

Oversee the strategy and development of several key initiatives at Twitter impacting both the company's bottom line and the organization's ability to scalably provide real-time support to verified users. This includes contributions to the launch of the verification application process, user support via Twitter and other critical, strategic projects.

Address high priority escalations and issues related to all areas of product safety and support, including but not limited to verification and access issues, compromised accounts, abuse and harassment and intellectual property violations.

Sync with various cross-functional managers to ensure consistent prioritization of programs within the organization and advocate for team resources.

Manager: Partner Operations

Deliver and demonstrate detailed choreography to a diverse group of fitness students of all ages, body types and experience levels in person and via digital broadcast.

Ensure proper muscular and skeletal alignment and engagement to maximize physical exertion, optimize effort and prevent injury.

Offer physical adjustments to correct alignment and ensure understanding of both the method's philosophy as well as the specific physical movements.

The Dailey Method

Group Fitness Instructor

Empower a team of high performing support specialists in enforcing the Twitter User Safety policies and Terms of Service.

Streamline the enforcement operation within the areas of intellectual property and identity, adhering to SLA goals and productivity.

Address high priority escalations and issues related to impersonation, copyright and all other areas of product abuse.

Advise on policy enforcement for complex, sensitive or highly visible issues.

Sync with various cross-functional partners to address workflow pain points and advise on process improvements and tool development including development of a copyright complaints processing tool and a scalable policy enforcement tool.

Assist with the training of incoming agents and cross-functional partners in areas of policy enforcement.

Project Manager: Product Safety Operations

Assist with the development, launch and iteration of new initiatives to provide a seamless social media experience for Google’s customers. Develop overall Social Media strategy and program: program goals and initiatives, reactive and proactive engagement models, performance analysis and organization activation/training across four platforms in 8 languages.

Coordinate social strategies and engagement to align with community manager efforts in the customer forums to provide a consistent and well-rounded cross-platform support experience. Manage three community managers and collaborate internationally to ensure global success and leverage and share best practices between geographic regions.

Work cross-functionally marketing, sales, operations, engineering and others to successfully launch and manage innovative programs that strengthen our customer relationships using social media. Proactively provide resources for advertiser success, preempt issues they may have and resolve customer issues very fast.

Social and Community Engagement Program Manager, Google AdWords

Coach a high-performing team of 8-21 AdWords consultants serving Google's business customers, while leading strategic initiatives to scale our ability to connect with and support advertisers at every stage in their life cycle.

Personally responsible for:
Chat Program Manager: Launched and grew chat support program to support ~1.5K advertisers/week including platform development, quality assurance, and 24 hour English support model.
Quality Assurance: Managed quality assurance process for 150+ CSR team to ensure answer accuracy, legal compliance and customer satisfaction including implementation of in-depth coaching model.
Interview Team: Interviewed and vetted potential team candidates prior to start, including refinement of hiring profile with recruiting specialists and coordination of post-hire onboarding process.

Team Lead, Advertiser Services

Coordinated the domestic launch and international expansion of vendor phone and chat support team to handle ~4K customer support interactions weekly. Supported the cross-office, cross-country launch of a 24-hour email support model for high spending AdWords clients.

Account Strategist, Advertiser Services

Provided reactive and proactive phone, chat, and email strategy and support to AdWords advertisers.
Received in-depth training on all aspects of the AdWords program, including the online interface, AdWords Editor, Google Analytics, and other ad formats available to AdWords advertisers.
Familiar with keyword, structural and ad text optimization techniques to help supplement the effectiveness of the advertising campaign.

AdWords Account Associate

Monitored the performance of Uline’s sponsored search keywords, including managing keyword bids, adding negative keywords, reorganizing the campaign to maximize efficiency, completing competitive analyses and evaluating new keywords.
Received additional training in customer service, sales, and warehouse management.

Uline

Internet Advertising Intern

Acted as a live-in liaison between residents of the hall and University professional staff.
Followed procedure and ensured wellbeing of residents in crisis situations, working in a team environment.
Served as a peer mentor, advisor and role model for approximately 60 residents. Facilitated community by developing relationships with residents.
Promoted social, cultural and educational development through various programs, activities and interactions.

Kyle Moncelle