Luke Simms Email & Phone Number

London, Ontario, Canada

• Working alongside the Product Marketing team supporting the hit F2P GaaS title, Warframe.

Calgary, Alberta, Canada

One of the directors of the Calgary Game Developers Association, a non-profit organization aimed at growing the game development sector of Alberta.www.calgary.games/

Fort Lauderdale, Florida, United States

• Began work for New World Interactive's parent company as a part of an internal reorganization.
• Remained as one of the primary stakeholders of Insurgency: Sandstorm, provided additional product support on World War Z, SnowRunner, and Evil Dead: The Game.

Calgary, Alberta, Canada

• Responsible for release planning, product definition, product telemetry, and product marketing.
• Product owner and vision holder for Insurgency: Sandstorm.

Calgary, Alberta, Canada

• Led the launch of a new support desk website for players to submit questions, feedback, and bug reports.
• Established and implemented effective training programs to maximize team performance.
• Developed end-of-month data reports for our executive leadership team.

Calgary, Alberta, Canada

• Took ownership over customer requests and provided an exceptional customer experience to our players.
• Worked closely with the Quality Assurance team to help reduce customer pain points.
• Accurately categorized and recorded customer interactions to determine patterns and eliminate underlying issues.

Calgary, Alberta, Canada

• Supervised and mentored a team of 30+ youth “cast members” with the objective of upskilling their sales and customer service competency.
• Increased profit margins by effectively controlling budget and optimizing the weekly staff schedule.
• Initiated new sales and marketing plans for new releases. (ticket sale forecasts, showtime distribution, social media strategy)

Calgary, Alberta, Canada

• Performed financial transactions with 100% accuracy and due diligence in accordance to TD policy and industry standards (KYC/KYT, and AML) to reduce the probability of fraud and/or bank losses.
• Coached frontline staff members on individual performance and taught efficient client conversation strategies to further improve our customer experience.
• Contributed towards the achievement of branch business objectives by meeting individual metrics and adhering to TD’s “legendary customer experience model".