David Eggers

Experience

• 

  Contiki Holidays

  Feb 2007 - May 2008

  Web Project Assistant / Web Producer

  - Edited and published site content for the eight Contiki.com regional market websites across the world, and provided regular analysis of site traffic to cross-functional team leadership.- Updated project calendar for a hybrid team of in-office and remote colleagues.- Converted raw design files into HTML emails for 8 regional marketing teams with 500k+ subscribers; managed subscriber opt-in lists and opt-outs to drive regional marketing engagement and compliance.- Facilitated site design, performed quality assurance, and deployed new code live from production and sandbox environments. Show less

• 

  Telltale Games

  Jun 2008 - Jun 2010

  - Wrote and edited company blog, newsletters, and online features. Administered forums and social media channels.- Launched digital products—new game episodes—on the official company store, ensuring creative assets, placement, visibility, and other key configuration details were correct prior to release. - Built new web pages and other site content from design source files. Cut development time of custom feature pages by 25% through use of automation for feature photo editing.- Updated company web store, creating pages for new products and promotions.- Facilitated web team through creation of graphic assets, blog writing, programming, and design.- Added localization to game assets for the international retail release of Sam & Max: Season Two.

  • Content and Community Coordinator - Web

    Jun 2009 - Jun 2010

  • Web Production Artist

    Jun 2008 - Jun 2009
• 

  2K

  Jul 2010 - Jun 2021

  - Administered worldwide customer support for all new and existing 2K products. Led 2K’s in-house customer service department and maintained partnerships with outsource staffing and SaaS teams, with annual budgets totaling $10+ million.- Drove knowledge strategies for internal teams and customers. Curbed growth of requests to 15%/year during a period where site traffic increased 50% annually. Ticket deflections saved $1 million (est.) from the annual budget.- Evangelist for “Tier 0” deflection efforts: implemented AI machine learning for suggested articles and agent answers, deployed chat bot, and introduced peer-to-peer support with experts from the player community.- Led business process improvement through regular all-hands discussions and by promoting a culture of openness and sharing of best practices across all six teams in the global 2K CS operation.- Continuous improvement of signal data and understanding from end-user interactions. Analysis of these data led to improvements in workforce management forecasting models predicting peak launch volume and headcount needs within 5% of actual figures. - Expanded help channel offerings to include Live Chat. Leveraged this platform to reduce total resolution time of the 3 highest-friction processes by 99% compared to email, and increased customer satisfaction scores (CSAT) for these issues by 40%. Show less - Founded 2K’s consumer services team in-house and supervised external vendor teams. Transitioned an individual contributor role into a manager of six direct reports as the internal team grew by 400%.- Spearheaded operational readiness for 30+ individual products by producing staffing forecasts, training material, knowledge base articles, escalation plans, and helpdesk configuration.- Analyzed data to identify emerging trends and satisfaction gaps. Business intelligence efforts drove innumerable policy changes, two website redesigns, and a 25% increase in positive CSAT. - Established training program and troubleshooting playbook for the internal service team, and directed onboarding of 3 outsource vendors totaling 1000+ agents at peak. Show less

  • Senior Manager, Customer Service

    Apr 2018 - Jun 2021

  • Customer Service Manager

    Jul 2012 - Apr 2018

  • Community Manager

    Jul 2010 - Jul 2012
• 

  TEKsystems

  Jun 2022 - Jun 2024

  Operations Specialist II

  - Workflow operations management for nine Facebook, Instagram, and Meta Business Manager processes focused on issues of asset ownership and other sensitive updates to client advertisers’ properties on Meta. - Partner with Program Managers from Sales, Partnerships, Vendor Operations, Quality, Training, Engineering, and Knowledge Base Management teams to close procedural gaps and resolve urgent escalations. Endorsed by 36 Meta colleagues for incident intervention and resolution.- Supervise vendor teams’ adherence to Standard Operating Procedures and spearhead improvements to the nine workflows by regularly analyzing feedback from agents and internal XFN clients.- Facilitate dialogues with Product Policy and Legal teams to introduce policy updates, enabling workflows to adapt despite a 150% surge in distinct client cohorts over the past two years, and addressing each group’s needs.- During two periods of staff reductions, improved efficiency and preserved overall levels of quality of workflow operations. Show less