I've supported customers for Backcountry, REI, and Outdoorly, resolving high volumes of product and order inquiries through live chat and email with clarity, empathy, and ownership.
At Backcountry, I owned an L1 support queue and resolved 40+ daily inquiries, troubleshooting user errors and platform bugs while providing practical workarounds. At REI, I supported onboarding and training and guided outdoor day trips involving biking, hiking, and stand-up paddleboarding.
At Outdoorly, I wrote internal documentation, runbooks, and training guides, mentored new teammates, and shared product feedback with brand and industry partners. I also tested and reviewed products for vendor partners and have written freelance work for Radavist, Bikepacking, and Lonely Planet.
Alongside customer support, I create freelance video work through Pak Productions and trained across sound, camera, grip, lighting, audio, and DIT on broadcast, reality, and corporate sets. I use Adobe Suite and DaVinci Resolve for post-production, editing, and storage management.
