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".