M. Keith Kanneg

• Recruited, directed, and empowered the SWTOR leadership team to encourage them to increase productivity, quality, while delivering on their product roadmap commitments
• Led the team to create and execute on a multi-year Product Roadmap that ensures regular updates that meet or exceed established business goals
• Established a culture of openness, honest feedback with a focus on empowerment and delivery of high quality features
• Collaborated and developed excellent working relationships with various teams through Electronic Arts, Broadsword, and Disney/Lucasfilm including production, finance, marketing, IT, customer service, quality, demand planning, and more
• Managed the SWTOR budget and worked with team leaders to maintain a detailed account of all costs, licensed tools, hardware, outsourcing, and direct/indirect costs

• Recruited, directed, and empowered the SWTOR leadership team and encouraged increasing development team productivity, quality, while delivering on product roadmap commitments
• Cultivated a positive work environment, fostering open communication channels and encouraging team members to share ideas for continuous improvement
• Enhanced team productivity through regular progress tracking and performance evaluations
• Led the team to create and execute on a multi-year Product Roadmap that ensures regular updates that meet or exceed established business goals
• Oversaw budget development and financial tracking, ensuring cost-effective execution of complex projects
• Collaborated and developed excellent working relationships with various teams through Electronic Arts and Disney/Lucasfilm

• Oversaw all online games for BioWare products
• Delivered quarterly availability and reliability goals of 99.9%
• Provided direct liaison/relationship management between EA Customer Service and BioWare development teams
• Managed Live Production and LiveOps support teams and cultivated a culture of continuous improvement, open communications, while providing service in a 24/7/365 environment

• Directed a team of Product Managers responsible for all Customer Experience strategies and ensuring service needs were met for North American Games and EA Sports Titles
• Worked closely with Studio partners to identify areas of improvement, address key contact drivers, define product launch requirements and to help ensure WWCE provides exceptional customer service

• Responsible for a variety of support teams that maintained the highest level of quality, CSAT scores, while lowering response times and resolving issues on first contact
• Directed all escalation teams to ensure quick resolution of issues that impacted player's ability to access the game, loss of items, item deletions, scams, or other harmful account activities
• Championed a culture of continuous improvement within Blizzard NA customer service, by providing regular and constructive feedback for team members

Own and operated profitable American Taekwondo Association (ATA) martial art studios in Mission Viejo, California and also Bakersfield, California

Sold the Mission Viejo location in 2001 to open a new Bakersfield studio which I closed in 2015 as my Black Belt instructors relocated and I was unable to continue the operation (as I was living in Texas)

• Generated over $100M in annual revenues within a hardware company by changing the culture by showing software has substantial value
• Managed a group of Product Directors responsible for working with sales teams, identifying product value, and creating awareness/driving demand for a wide variety of barcode products