Donald King Email & Phone Number

Culver City, California, US

Vancouver, British Columbia, CA

Oversaw the global support of Kabam's AAA mobile titles, including Marvel Contest of Champions and Disney Mirrorverse. Refined the organization's support philosophy and communicated our focus on providing Timely, Accurate, and Consistent support to keep our players in the game. Worked with our senior leadership team to define and track our core.

Vancouver, British Columbia, CA

Redwood City, CA, US

Provided support to players through a variety of social media platforms including Twitter, Facebook and EA's in-house player community, Answers HQ.https://www.facebook.com/EAHelpHub/https://twitter.com/EAHelpManaged Social Support and Player Engagement teams in Austin, Texas and Galway, IrelandOversaw the launch and evolution of the Social Support.

Redwood City, CA, US

Led the global team responsible for addressing support escalations and inquiries from parties including EA executives, consumer protection agencies such as the BBB, and legal entities. Through the resolution of these issues, the team also conducted root-cause analysis to identify and mitigate the source of problems in order to drive better quality and.

Redwood City, CA, US

Managed the daily productivity and quality of frontline phone and live chat support teams in the Austin contact center. Directed the "EA Legends" work-from-home program, supporting 50 advisors in remote locations, while building the long term strategy for program sustainment and growth. Customer satisfaction and utilization for these advisors exceeded.

Irvine, CA, US

Directed the daily operations of the 250 seat Irvine contact center and partnered with other global sites to achieve consistency in the player support experience.Telephone support improved from hour-plus hold times to an average speed of answer in less than two minutes.Email service levels for player response improved from over a week turnaround to less.

Cupertino, California, US

Managed the daily operation of the iTunes customer support teams in the Austin site.Grew the organization from 60 agents to over 250 within 6 months. Email turnaround time improved from over 90 hours to less than 12 hours. Customer satisfaction improved from a low of 33% to over 85%.Implemented Apple's first pilot team of home-based support agents. The.

Cupertino, California, US

Management of Macintosh support teams of up to 40 direct reports. Completed a 3 month full-time rotation in February, 2005 focused on globalizing AppleCare management’s queue monitoring processes, laying the foundation for what has become a global real-time coordinator program across all AppleCare sites. Awarded a site excellence citation and an iBook G4.

Cupertino, California, US

Principal contact between the contact centers and Apple’s monitor repair vendors. Responded to daily customer service and quality issues, and assigned specific cases to various Apple organizations for resolution.Communicated display service strategies to call groups in Austin and Sacramento in the form of round table discussions. (250+ agents were directly.

Cupertino, California, US

Specialized in end-user support for Apple computers and peripheral products including monitors, scanners, digital cameras, ink jet and laser printers.Developed and delivered comprehensive and specialized training on peripheral products for newly hired phone representatives as well as seasoned phone personnel.Conducted peer call monitoring for quality.