Newsroom. Freelance. In-house. Head office.

Senior Customer Experience Associate

• Resolve complex customer escalations through investigation, clear communication and coordination with internal teams, store leadership and Legal when required.
• Turn complicated situations into practical next steps, keeping the customer, operating constraints and policy in view.
• As a certified internal trainer, trained 40+ colleagues across Associate, Senior Associate and Team Leader roles.
• Contribute to knowledge-base and AI-supported service resources with Quality Assurance.
• Provide subject-matter support in peak periods and bring recurring issues into training conversations.

Marketing Manager

• Built and led the marketing function: structure, creative standards and priorities, with an in-house team of five or fewer plus outside specialists.
• Connected brand, websites, catalogues, packaging, photography, advertising, sales presentations and displays around one product story.
• Designed and launched 80+ websites over my Unimat tenure, coding many myself.
• Supported retail (Walmart, The Home Depot, Lowe’s, City Club, Sodimac) with packaging, product information and materials; coordinated recurring assortment reviews with The Home Depot.
• Led visual concepts for showrooms and trade-show stands, coordinating suppliers, Sales and operations.

Graphic Designer & Sales Associate

• Early websites, product photography and sales materials for a growing technical-product business.
• Worked directly with Sales, learning how buyers assessed products and where more clarity was needed.

Independent client projects

Direct relationships with owners and decision-makers. The first came before Unimat; a few continued alongside it, never as a second full-time job.

Newsroom Intern

Research, editorial judgment and explaining things clearly on deadline. That’s where I learned to understand the subject before deciding how to tell it.