Experience

• 

  Uken Games

  • Canada
  • Computer Games
  • 1 - 100 Employee

  • Senior Game Community Manager

    • Oct 2020 - Present

  • Game Community Manager II

    • Mar 2020 - Oct 2020

• 

  Gameloft

  • France
  • Computer Games
  • 700 & Above Employee

  • Senior Game Community Manager

    • Oct 2019 - Mar 2020

  • Game Community Manager

    • May 2017 - Oct 2019

    • Gameloft One Marketing Awards: Recognized at a company-wide global marketing summit for generating record-breaking levels of engagement while working on Disney Magic Kingdoms.• Community Strategy: Implement community-focused strategies to ensure objectives and KPIs are met. • Ambassador Program: Developed and actively maintain a community ambassador program designed to support organic influencers and content creators while helping us increase visibility within micro-communities and improve local marketing activations.• Content Planning: Create monthly content plans to support our marketing and live operations campaigns. This includes sweepstakes, teaser campaigns, and Facebook Live events.• Consumer Insights Database: Coordinate recruitment campaigns for our Consumer Market Insights department which has helped increase our market research database by 67% in one week.• Crisis Communication: Manage crisis communications for Disney Magic Kingdoms in coordination with global departments, including legal and public relations, to maintain consistent and cohesive messaging.• Reporting: Create regular reports on community reactions, activities, and content highlights, including bug reports and community feedback and suggestions.

• 

  FIRE - your marketers

  • Toronto, ON.

  • Digital Strategist

    • Sep 2014 - Apr 2017
    • Toronto, ON.

    • Digital Marketing Strategy: Developed digital marketing strategies for small-to-medium sized businesses helping business owners achieve their marketing goals and drive qualified leads to their sales team.• Search Engine Optimization: Provided SEO recommendations that helped clients improve search rankings, and in many cases, move up to the first search engine results page, outranking many of their competitors and increasing website visits.• Marketing Objectives: Worked with clients to define marketing objectives and KPIs helping them better understand the impact of their marketing spend.

• 

  Shoppers Drug Mart

  • Toronto, ON.

  • Customer Service Specialist - Social Media

    • May 2012 - Sep 2014
    • Toronto, ON.

    • Social Media Moderation: Managed a team of customer care moderators at Shoppers Drug Mart to ensure that high quality standards are maintained. Improved processes to reduce the average response time from 2 days to 2 hours on most Customer Care inquiries.• Email Response Template Management: Created, reviewed, and revised customer response templates as needed to ensure consistent messaging within the customer care department.• Reporting: Created and distributed reports to internal stakeholders within Shoppers Drug Mart flagging trends to relevant departments – e.g. Marketing, Loss Prevention, Consumer Affairs, etc.

• 

  National Computer Professionals

  • Toronto, ON.

  • Bilingual Customer Service Representative - Contracted to Shoppers Drug Mart

    • Dec 2011 - May 2012
    • Toronto, ON.

    • Managed customer inquiries and concerns by email and telephone. This required problem-solving skills and ability to work under high-pressure situation, especially when dealing with matters of personal injury and property damage. By exceeding performance targets, I was promoted to the role of customer service specialist within six months.

• 

  American Eagle Institute

  • Taipei, Taiwan

  • Teacher - English as a Second Language

    • Jul 2010 - Jul 2011
    • Taipei, Taiwan

    • Lesson Planning / Teaching: Organized lessons and activities following educational standards outlined in curriculum meeting strict deadlines in terms of content delivery, testing, and reporting. Developed extra-curricular activities and lesson plans to help struggling students achieve up to 25% increase in test scores compared to previous semesters.

• 

  Shoppers Drug Mart

  • North York

  • Bilingual Customer Service Representative

    • Apr 2007 - Jul 2008
    • North York

• 

  Electronic Language Communications

  • Audio-Visual Technician

    • Sep 2005 - Jul 2006

    • Managed audio and video equipment, and troubleshot technical issues promptly and effectively, for clients of Electronic Language Communications.