Summary
Overview
Work History
Education
Skills
Leadership And Volunteer Work
Timeline
Generic

Shannon Hoffmann

UT

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

23
23
years of professional experience

Work History

Senior Corporate Communications Analyst

JetBlue Airways
08.2022 - Current
  • Lead and manage internal communications strategy and functions.
  • Develop and execute a forward-thinking internal communication strategy that supports business objectives.
  • Create consistent, impactful, and creative communications that align with company values, goals, and culture.
  • Collaborate cross-functionally with internal stakeholders and SMEs to design and execute programs that drive employee engagement, satisfaction, and a sense of belonging.
  • Lead corporate internal communications and content for various channels – including All Hands, monthly and ad hoc virtual Q&As, leadership forums, and leadership communications strategy management - consistent with company brand and voice
  • Culture enhancement and Crewmember engagement through events.
  • Resourceful and creative problem solving
  • Manage, edit, and communicate through multi-channel communication via intranet, internal app, email, and weekly newsletters
  • Collaborate with HR, Compensation team, and workgroup leadership to design, execute, and communicate results for Crewmember compensation reviews.
  • Create and execute programs that drive employee engagement, satisfaction, and a sense of belonging within the organization.
  • Creation and management of internal resource pages on company intranet
  • Manage projects and initiatives communication
  • Project management; hiring events planning, events, execution for leadership conferences, frontline Crewmember conferences, Supervisor conferences
  • Presentation development
  • Video production
  • Collaboration with internal stakeholders and SMEs
  • Crisis communications deputy section leader
  • Develop and triage communications intake form
  • Organize and execute special seasonal projects.

Corporate Communications Analyst

JetBlue Airways
08.2019 - 08.2022
  • Internal communications and special project and event support for Customer Support workgroup
  • Management of Customer Support Communications strategy and execution
  • Utilize multiple platforms for internal workgroup communications and updates; HelloJetBlue.com intranet; On The Fly Crewmember engagement app; Customer Support dashboard; PoliteMail
  • Workgroup distro management
  • Cross functional collaboration with various teams and multiple stakeholders
  • Supporting culture engagement and the direct relationship between remote workforce frontline Crewmembers and Leadership through communications working remotely for the past two years
  • Pandemic crisis communications
  • Author workgroup Vice President communications to promote positive culture
  • Author internal communications for policy, initiatives, various types of email communication with Crewmembers to inform and promote engagement
  • Triage communications intake form
  • Maintain the crewmember handbook supplement
  • Conduct weekly communication alignment meetings with workgroup leadership
  • Create and lead communications strategy for special projects and initiatives
  • Customer Support workgroup weekly newsletter
  • Customer Support Values Committee weekly newsletter
  • Organize and produce Virtual Pocket Sessions via Microsoft Teams for Customer Support Leadership bi-weekly
  • Organize focus groups
  • Project management; hiring events planning, crewmember culture engagement event planning; execution for leadership conferences, frontline crewmember conferences, Supervisor conferences
  • Organize and execute special seasonal projects to support workgroup crewmembers and crewleaders
  • Crisis communication Section Leader for Customer Support / Family Support Emergency Response team
  • Photography for JetBlue Scholars team
  • Zoom presentation for virtual Women In Flight Crewmember Resource Group Fly Like A Girl event
  • Event planning for Women In Flight CRG (ERG).

Coordinator Communications, CEX Operations Center (SSC)

JetBlue Airways
06.2017 - 08.2019
  • Train new communications coordinators
  • Draft year-end report of Customer Support workgroup, showcasing projects and initiatives for Customer Support, to submit to Corporate Communications and to be used to assist in creating Joanna Geraghty's end-of-year report
  • Compile, edit and update the CEX Operations Center Playbook, outlining procedures for each department
  • Create travel alert archive for CEX Operations Communications
  • Draft, coordinate, edit, and distribute regular and ad hoc operational communications on behalf of JetBlue
  • Collaborate with other departments and teams within the CEX Operations Center to identify, create, develop and deliver timely and accurate communication in accordance with JetBlue Brand guidelines
  • Maintain and update Customer-facing and internal communication templates and tools
  • Outlook communications
  • Record and submit notes for CEX OC daily briefings
  • Approve and send customer apology and informational communications
  • Assisting to create and edit the CEX OC Communications Manual and associated how-to documents
  • Other duties as assigned.

Acting Coordinator Communications, CEX Operations Center (SSC)

JetBlue Airways
04.2017 - 06.2017
  • Compile, coordinate, edit, and distribute regular and ad hoc internal and external operational communications on behalf of JetBlue
  • Collaborate with other departments and teams within the CEX Operations Center to identify, create, develop and deliver timely and accurate communication in accordance with JetBlue Brand guidelines
  • Maintain and update Customer-facing and internal communication templates and tools
  • Record and submit notes for CEX OC daily briefings
  • Approve and send customer apology and informational communications
  • Assisting to create and edit the CEX OC Communications Manual and associated how-to documents
  • Other duties as assigned.

Acting User Acceptance Testing Team (SSC)

JetBlue Airways
02.2017 - 04.2017
  • Tested usability and functionality of myIDTravel prior to pending update release
  • Tested usability and functionality of ANI system prior to pending update release
  • Edited testing scenarios for myIDTravel for next cycle of testing to be completed
  • Assisted maintaining Excel spreadsheet for recording testing data for myIDTravel and ANI system.

Freelance Custom Publishing Editor / Writer / Photographer

Freelance
01.2009 - Current
  • Writing and Editing
  • Managing Testing Process and Course Testing Staff for Software Courseware Curriculum
  • Editing and Testing Microsoft Courseware for Third-party Certification
  • Web site updates using Wordpress
  • Desktop Publishing using Publisher, Adobe Photoshop and Illustrator
  • Content Editing
  • Line Editing
  • Copy Writing
  • Marketing Collateral
  • Corporate Newsletters / Internal Communications
  • Email Campaigns
  • Chosen exhibitor in New York See.Me Art galleries Thirty-story digital projection exhibit October 2013
  • Travel photography experience through Europe, Africa and Thailand.
  • Wrote and created content for various topics and mediums.

Reservations Agent (Salt Lake Support Center)

JetBlue Airways
06.2015 - 02.2017
  • Inbound Call Customer Service
  • Sales of Flight Reservations and Ancillaries
  • Documentation in Flight Reservations.
  • Special teams experience

Editor, Writer, Public Relations

Harris Publishing
01.2003 - 12.2008
  • Editor, Writer, Public Relations Playground magazine
  • Assistant editor, Pontoon and Deck Boat, RiverJet and Outboard, Mountainwest Golf, and Houseboat magazines
  • Recipient of Apex International Award for Publication Excellence in 2008 for Playground magazine
  • Created Playground magazine from start to finish including placing ads and editorial
  • Wrote a regular editor's column for each issue of Playground magazine
  • Managed the Playground Web site, creating and updating fresh content
  • Created a step-by-step document to help contractors add their business to the directory on the site
  • Managed freelance writer procurement and article submission
  • Technical support for the online forums
  • Magazine PR / Attended and exhibited at trade shows and conventions throughout the United States
  • Authored health and style column for Houseboat magazine
  • Regular contributor for the Shopping the Spectrum column for PDB magazine
  • Organized seven special Buyer's Guide issues for Playground, Houseboat, and RiverJet and Outboard.

Web Business Development Manager and Editor

Press-a-Print International
04.2001 - 10.2003
  • Created a new e-marketing system for the new Web site department
  • Delivered Power Point presentations to educate business owners about the basic functions and e-marketing potential of their Web site
  • Created supplemental collateral to aid business owners in setup of their own Web sites
  • Created a 'Pajama Marketing' program, marketing at home with a Web site
  • Conducted 'Pajama Party' via email to help new business owners market their business online
  • Proofread and edited Presspective magazine and other internal and external communications.

Education

B.S in Business Administration -

Thomas Edison State University through JetBlue Scholars

B.A. in Liberal Studies - focus on Communications -

Thomas Edison State University through JetBlue Scholars

A.A. in Arts -

Thomas Edison State University through JetBlue Scholars

B.A. in English, Professional Writing emphasis -

Idaho State University
Pocatello, ID

Skills

  • Familiar with the JetBlue communication and content management tools, and regular updates on intranet platform
  • Ensure key intranet tools, resources and content are fully-functional
  • Experienced in moderating Web site forums and comments
  • Proficient with HelloJetBlue and other content management tools
  • Proficient with Microsoft Office Suite
  • Strong verbal and written communication skills
  • Strong presentation and training skills
  • Strong customer service skills
  • Ability to work independently and in a team environment
  • Extremely motivated self-starter with the ability to multi-task
  • Excellent organizational and strategic time management skills, including prioritizing and taking action on situations as they arise
  • Previous experience working in HTML and also with present position in communications
  • Ability to manage multiple projects while meeting deadlines in a high pressure team environment
  • Able to write on a broad range of topics
  • Line and copy editing skills
  • Photography experience
  • Basic accounting
  • Social media
  • Web site management
  • Familiar with the JetBlue brand voice and style for internal communications
  • Proficient in editing and writing relevant and accurate content for JetBlue publications and communications
  • Able to closely track key developments across the company and ensure Crewmembers are informed before the general public
  • Able to vividly connect news with the JetBlue greater mission, vision and values
  • Adept at collaborating with internal stakeholders to gather information on programs, partnerships, events and initiatives and communicate accurately and concisely to the company-wide news audience
  • Adept at interviewing leaders and Crewmembers for clear and compelling narratives using strong attention to detail and accuracy

Leadership And Volunteer Work

  • American Business Women's Association Express Network, President, 08/01/09, 07/01/10
  • American Business Women's Association Express Network, President Elect, 08/01/08, 07/01/09
  • American Business Women's Association Express Network, Vice President of Public Relations and Marketing, 08/01/06, 07/01/08
  • Idaho Falls Equal Access Playground Committee, Public Relations Coordinator / Community outreach, 08/01/04, 12/01/08

Timeline

Senior Corporate Communications Analyst

JetBlue Airways
08.2022 - Current

Corporate Communications Analyst

JetBlue Airways
08.2019 - 08.2022

Coordinator Communications, CEX Operations Center (SSC)

JetBlue Airways
06.2017 - 08.2019

Acting Coordinator Communications, CEX Operations Center (SSC)

JetBlue Airways
04.2017 - 06.2017

Acting User Acceptance Testing Team (SSC)

JetBlue Airways
02.2017 - 04.2017

Reservations Agent (Salt Lake Support Center)

JetBlue Airways
06.2015 - 02.2017

Freelance Custom Publishing Editor / Writer / Photographer

Freelance
01.2009 - Current

Editor, Writer, Public Relations

Harris Publishing
01.2003 - 12.2008

Web Business Development Manager and Editor

Press-a-Print International
04.2001 - 10.2003

B.S in Business Administration -

Thomas Edison State University through JetBlue Scholars

B.A. in Liberal Studies - focus on Communications -

Thomas Edison State University through JetBlue Scholars

A.A. in Arts -

Thomas Edison State University through JetBlue Scholars

B.A. in English, Professional Writing emphasis -

Idaho State University

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Shannon Hoffmann