Chicago, Illinois, United States
I do my best work at the intersection of customer experience, communication, and problem-solving—especially in situations that call for clarity, empathy, and a steady hand. A professional Swiss Army Knife, my experience spans customer service, marketing, pet care and behavioral health; I am particularly adept at writing for and working in highly regulated industries. My current roles include: -- Customer Service Manager at Sparkle Stories, where I support a high-volume customer base, resolving inquiries with a focus on responsiveness and care. I also identify patterns in customer needs and turn them into clear, practical resources—FAQs, knowledge base content, and process improvements that make things easier for both customers and teams. -- E-Commerce copywriter creating SEO-driven and educational content for brands including Nestlé Purina and The Hershey Company. Much of this work involves translating complex information—especially around pet nutrition and health—into content that is accurate, accessible, and genuinely useful. You can see my client history and portfolio here: https://76gordon.myportfolio.com/ -- In addition to supporting clients across a range of industries, I run my own boutique dog care business, leveraging a deep knowledge base accrued over four years with Nestlé Purina and my long-standing love of dogs. You can check out my services at website: https://indogwetrustchicago.org/ Across everything I do, I’m known for being calm under pressure, a strong listener, and someone who can take in a lot of information and turn it into the clear and actionable information people need to make decisions. I’m interested in opportunities where communication, care, and service intersect.
• Deliver timely, compassionate support to a high-volume customer base for audiobook business, resolving inquiries and concerns via email and social media platforms. • Triage and prioritize client issues, escalating technical or systemic concerns to appropriate teams. • Maintain case management system (Zoho Desk), ensuring accurate documentation and follow-through. • Translate recurring questions into clear FAQs and knowledge base articles to improve client self-service; partner with cross-functional teams and leadership to implement process improvements to enhance service.
• Develop and optimize high-volume, SEO-driven product copy for online retail partners, aligning with brand voice, retailer requirements, and omnichannel strategies to drive discoverability and conversion. • Manage content operations and workflows, including copy audits, CMS task execution, and deadline prioritization, ensuring accuracy, compliance, and timely deployment across digital channels. • Crafted clear, accurate product and educational content for equine products and feeding programs for Chewy subsidiary; collaborated with subject matter experts to ensure medically sound messaging. • Scripted SEO-rich eCommerce copy for digital retailers—Amazon, Petco, Walmart, Target, Sam’s Club, others—in the voice of every Purina dog and cat food brand (2000+ SKU pages). • Researched veterinary, nutritional, and product safety information; interviewed subject matter experts to ensure medically sound and regulation-compliant messaging. • Wrote articles and educational material for Purina’s online educational library.
• Operate independent pet care service supporting dogs of varying ages, breeds, and temperaments; earned eight five-star reviews within first three months of launch. • Built and maintain website and directly manage all customer service, leveraging expertise in canine nutrition, health, and behavior built over four years working with Nestlé Purina.
• Created B2B messaging (print/digital) for highly regulated medical supply manufacturer, translating complex medical product information into customer-friendly copy. • Revamped eCommerce content to improve product positioning, optimize search results & increase CTRs. • Developed online product content, authored copy for Swanson brochures, ghost wrote monthly introduction from founder Lee Swanson and wrote blogs in the voice of company leaders and experts.
• Translated complex technical information into simple, yet compelling copy for SaaS products and services. • Wrote B2B print & online ads, landing pages, social media copy, and email campaigns for K-12 book publisher. • Developed web, radio, and direct mail copy supporting highly visible brands including PG&E, Marlboro & Skoal.