Shannon L. Leclerc
Communications Professional
Providence, ,Rhode Island
Summary
Experienced and enthusiastic multi-faceted professional with over 21 years of professional experience in communications, relationship building, social media, and business development.
Proficient in Microsoft Office Suite, Google Analytics, Buffer, Hootsuite, TweetDeck, Spredfast, Sprinklr, and other management platforms.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
8
8
Certifications
Work History
Athletics Event Worker
Brown University Athletics
Providence, , RI
07.2023 - Current
- Provided exceptional customer service to all guests and escalated concerns where needed.
- Monitored and evaluated event operations to confirm continual compliance with regulations.
- Oversaw event operations to keep running smoothly.
Brand Ambassador
The Kraft Group, Revolution
New England, Foxborough, MA
02.2022 - Current
- Represent the New England Revolution brand with enthusiasm and professionalism for numerous events throughout New England to grow the NE Revs brand
- Drive the Revolution promotional vehicle to and from Gillette Stadium for events in a safe, responsible manner
- Responsible for set-up and breakdown of brand activations as well as interacting with fans and generating leads during these events
- Responsible for set-up and breakdown of Fan Zone at Revolution home matches as well as engaging with fans and generating interest in the brand
- Capture customer data using company iPads and enter said data into the company database
- Strong team work attitude and always supporting team with consideration, professionalism and care
- Assist with organization and maintenance of promotional vehicle and item inventory for brand activation events
- Provide detailed post event recaps
- Special projects and assignments as business dictated by supervisor
- Voted on and chosen by The Kraft Group as MVP in May 2022 for “Going Above and Beyond” and providing exceptional brand engagement, enthusiasm, vigor, and exceeding all marketing and brand initiatives
- Costume Character, Slyde
- Maintain high engagement with fans and audience including children, adults and animals alike
- Report to all events in timely manner
- Responsible for set up and break down of event stations
- Use high level of emotional intelligence for all situations
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Communicated product information with confidence and educated consumers about company.
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Designed, filled, and arranged eye-catching product floorsets to increase sales.
- Established and maintained positive relationships with customers.
- Provided exceptional customer service to drive satisfaction.
- Worked with team to achieve sales goals for products.
- Set up and broke down promotional booths and tents and talked to potential customers for successful promotional events.
- Maintained knowledge of current promotions and product features.
- Maintained clean, organized and professional work environment.
- Educated customers on product features and answered questions regarding product use.
Brand Ambassador / Promotional Model
Beacon Brand Solution/dMEO/Brand Besties
, MA / RI
02.2020 - Current
- Maintain brand awareness for all items
- Reach marketing goals
- Post event wrap up report
- Maintain high level of relationship building and interpersonal skills
- Engage with customers with high level of enthusiasm and brand knowledge
- Set up and breakdown of stations
Career Nanny
Private Residence
Easton, MA
12.2020 - 06.2023
- Was responsible for and implemented safety, and social, emotional and physical well-being and development of 2.5 year old and 5 year old sister
- Was responsible for safe and respectable transportation in personal car of children from school to all extracurricular activities
- Provided positive, engaging, supportive environment for children
- Organized and implemented daily routine and engaging activities during school vacations and summer months
- Ran necessary errands including grocery store, dry cleaning, party supply store, bank, and post office
- Prepared daily lunch, snacks and dinner for children
- Maintain friendly, outgoing, kind and professional attitude towards others at all times
- Showcased high level of emotional intelligence and proper judgment
- Coordinated play dates with other caregivers and parents
- Created safe and supportive environment for children to exercise logic, strategy, empathy, and emotions
- Organized and cleaned home after activities by picking up toys and straightening up play room
- Supported children in play activities, meals, and snacks, hygiene and socialization
- Played games, worked on puzzles, and read books to young children
- Built positive and nurturing environments to support child social and emotional growth
- Assisted with light housekeeping duties as well as running errands
- Engaged with children on age-appropriate level
- Developed and implemented behavior management strategies to minimize indiscipline and guide children in attaining positive behavior
- Administered basic first-aid and medication in emergency situations
- Balanced playtime and limited screen time to support development of fine motor, gross motor, and cognitive skills
- Assisted children with homework assignments and special projects across different subjects
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback
- Worked with parents to develop and implement discipline programs to promote positive behavior
- Engaged with children on individual basis to build positive relationships
- Supervised children on playground to help develop physical and social skills
- Taught children basic life skills, manners and personal hygiene
- Coordinated playdates and outings to meet children's physical and social needs.
- Monitored children's play activities to verify safety
- Transported children to and from school, medical appointments and extra-curricular activities
- Bathed, dressed, and helped with teeth brushing as part of bedtime preparation
- Encouraged children to be understanding and patient with others
- Supervised children engaged in physical activity, learning and social skills with peers
- Promoted language development skills through reading, song and storytelling
Store Support Specialist
Whole Foods Market
Bellingham, MA
04.2020 - 01.2023
- Provided exceptional support as a member of the Front-End team to include assisting customers during the check-out process, performing all cash register functions, bagging groceries, and working at the customer service desk
- Worked to maintain attractive customer service displays and support the regional Customer Service vision
- Provided superior customer service at all times which includes formulating educational solutions and answers when problems arise
- Developed and maintained positive working relationships with team and customers
- Consistently maintained excellent customer service through high engagement and emotional intelligence
- Maintained Amazon Prime returns area
- Set up and break down of boxes and Amazon Prime table
- Excelled in high pace, loud noise, fast environment
- Answered telephone in clear and professional manger, understanding customer’s needs, wants and effectively relay messages and give solutions
- Maintained high level of problem solving skills
- Excellent organizational skills
- Counted money in drawers at beginning and end of each shift
- Redeemed coupons to discount purchases.
- Resolved customer complaints and maintained clean and tidy checkout area
- Answered product questions using knowledge of sales and store promotions
- Utilized POS system to handle customer cash and credit card transactions
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store
- Maintained customer satisfaction with quick and professional handling of product returns
- Maintained awareness of surroundings and secured cash to minimize loss potential
- Processed customer orders and accurately handled payment transactions
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Met customer service goals and exceeded customer expectations
- Referred to price sheets and special sale bulletins to enter price changes
- Developed and managed relationships with customers to increase customer loyalty
- Maintained accurate records of customer transactions for reporting purposes
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash
- Utilized various software applications to process customer orders
- Learned duties for various positions and provided backup at key times
- Monitored self-checkout systems and provided help in resolving complex problems
- Maintained current knowledge of store promotions and highlighted sales to customers
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Handled cash with high accuracy and took care to check bills for fraud.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Worked with floor team and managers to meet wide range of customer needs.
- Used POS system to enter orders, process payments and issue receipts.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
Career Nanny
Private Residence
East Greenwich, RI
11.2018 - 04.2020
- Maintain safety, wellbeing and emotional support for infant and toddler
- Dress, change diapers, bathe, potty train, prepare breakfast lunch and dinner for children
- Light housekeeping from laundry, toy clean up, dishes, trash and recycling, tying up home
- Plan and execute daily routine and activities that encourage physical, mental and emotional growth and support
- Plan and organize play groups
- Create and fill out daily recap of the day for parents
- Maintain positive attitude, show up with best judgment, engage with children
- Played games, worked on puzzles, and read books to young children.
- Balanced playtime and limited screen time to support development of fine motor, gross motor, and cognitive skills.
- Organized extracurricular schedules for sports and classes and provided safe transportation to different events.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Administered basic first-aid and medication in emergency situations.
- Prepared meals and snacks for children based on dietary guidelines.
- Taught children basic life skills, manners and personal hygiene.
- Supervised children on playground to help develop physical and social skills.
- Identified warning signs of emotional and developmental problems in children.
- Developed games and activities using arts and crafts to support learning and verbal skills.
- Supervised children engaged in physical activity, learning and social skills with peers.
- Promoted language development skills through reading and storytelling.
- Worked with parents to develop and implement discipline programs to promote positive behavior.
- Provided developmentally appropriate activities for children.
- Established and maintained safe play environment for children.
- Engaged with children on individual basis to build positive relationships.
- Supported children in play activities, meals, and snacks, hygiene and socialization.
Senior Business Developer
HCH Enterprises, LLC
Providence, RI
06.2017 - 06.2018
- Facilitated company social media pages such as Facebook, Twitter, and LinkedIn, including creating industry-related content
- Generated company promotional and marketing tools and coordinated all orders of deliverables
- Wrote contracts on the federal, state, and local level
- Organized and led bi-weekly team meetings
- Human resource assistant for period of time and primary point of contact for all new hires
- Support the state of Rhode Island’s effort in transforming Rhode Island’s health and human services systems and improve access to quality healthcare
- Engage with partners, developers and business stakeholders, serving as a subject matter expert in requirements definition, testing, training and system implementation in support of healthcare/Medicaid systems development and enhancements initiatives
- Prioritized customer relationships, which resulted in developing 15 new business partners and the management of 100+ company prospects
- Increased social media engagement by 425% in one year by developing brand voice, positioning the company as an industry thought leader, scheduling a regular posting cadence, and sharing photos, interactive content, and company news
- Spearheaded the creation of the company’s first internal communications site using Yammer.com
- Attended eight monthly workshops and career fairs to assist in company recruiting, which led to 12 new hires.
- Engaged with customers to build business relationships.
- Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.
- Communicated with local organizations to build networks and develop leads.
- Enhanced customer experience using all omnichannel offerings.
- Expanded business through effective network development, identifying new, and prospective clients.
Marketing and Merchandising Associate
Pawtucket Red Sox
Pawtucket, RI
08.2016 - 08.2017
- Ran and maintained the team store, including e-commerce endeavors
- Provided exceptional customer service grounded in the fan experience and enthusiasm
- Orchestrated inventory and the receiving process for $1,500 in online sales each month
- Mastered knowledge of team store, stadium history, and special events to further enhance team store experiences
- Increased team store sales by 3% month over month
- Worked closely with individual customers to identify unique needs and supply appropriate products.
- Implemented sales strategies to generate leads and maximize profit margins.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Collaborated with store managers to devise store layouts and establish aesthetic appeal.
- Developed and deployed store-level product training materials to mentor staff on new products and sales techniques.
- Provided positive shopping experience, employing conflict resolution skills when problems arose.
- Trained and managed merchandising associates to uphold company standards in customer service and product information.
- Monitored inventory changes and ordered replenishments for stock to support customer demand.
Digital Media Community Manager
Citizens Bank
Cranston, RI
12.2014 - 07.2016
- Managed and served as the subject matter expert and vendor liaison for digital products
- Worked as lead for digital product enhancements initiatives using Agile methodologies
- Managed 1,200 monthly inbound customer service messages via Facebook, Twitter, Instagram, and LinkedIn
- Streamlined complaint-management processes to improve customer service strategies and increase productivity including conducting root-cause analyses
- Co-wrote 2015-2016 company policy and procedure handbook with digital team
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Analyzed and reported social media and online marketing campaign results.
- Designed and implemented social media strategies to align with business goals.
- Increased customer engagement through social media.
- Conducted research to determine current benchmark trends and audience preferences.
- Suggested and implemented new features to develop brand awareness.
- Collaborated with other departments to develop integrated branding and public relations strategies.
- Identified metrics to measure and evaluate effectiveness of public relations campaigns and initiatives.
- Reviewed marketing materials and documents for brand accuracy and trending design.
Senior Program Coordinator
Books are Wings
Pawtucket, RI
09.2008 - 12.2014
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Organized and managed program development from conception through successful execution.
- Provided ongoing direction and leadership for program operations.
- Designed program implementation and maintenance plan.
- Developed program marketing and outreach strategies to increase awareness and attract new participants.
Digital Marketing Manager
Axle Brand
Hopedale, MA
01.2014 - 11.2014
- Analyzed competitor pages to locate backlink and keyword opportunities.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
- Increased customer engagement through social media.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Developed and implemented successful digital marketing campaigns to drive customer engagement and increase brand awareness.
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
Public Relations Assistant Intern
A Wish Come True, Inc
Warwick, RI
06.2007 - 05.2008
- Helped plan and execute private, company, and client events.
- Developed original content for blog posts and website articles.
- Prepared social media posts and videos with eye for viral content strategies.
- Coordinated media events, photo opportunities and press interviews to drive client engagement.
- Tracked and reported on success of campaigns and public relations efforts.
- Created media kits and utilized promotional materials to meet specific strategic initiatives.
- Assisted in developing media strategies and campaigns for client needs.
- Responded to media inquiries, monitored media coverage and created press reports to influence public narrative.
- Built strong relationships with media outlets and communications professionals to expand personal network.
- Wrote and distributed press releases and social media content for clients and company.
- Supported public relations managers with writing, researching and preparation of materials
- Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.
Athletics Event Worker
Brown University
Providence , RI
08.2023 - Current
- Assisting with facility setup and breakdown for various sports throughout the academic year
- Having knowledge of specific game protocol as it pertains to Ivy League and NCAA rules
- Interact and work alongside with Athletic Communications staff, Event Management staff, and Marketing and Promotions staff
- Responsible for ball person for outdoor sports, floor mop during basketball games, penalty box operator during hockey, and assisting with the distribution of judge scores during gymnastics events
- Maintain professional and personable demeanor, attitude and appearance
Education
Diploma - General Studies
Woonsocket High School
Woonsocket, RI 08.2000 - 06.2004
Bachelor of Arts - Communications, Public Relations
Rhode Island College
Providence 12.2005 - 05.2009
Skills
Relationship builder
Certification
CPR/First Aid Certified, American Red Cross -2023
Accomplishments
Chosen as 2022 MVP representing the New England Revolution for “Going Above & Beyond”
Timeline
Athletics Event Worker
Brown University
08.2023 - Current
Athletics Event Worker
Brown University Athletics
07.2023 - Current
Brand Ambassador
The Kraft Group, Revolution
02.2022 - Current
Career Nanny
Private Residence
12.2020 - 06.2023
Store Support Specialist
Whole Foods Market
04.2020 - 01.2023
Brand Ambassador / Promotional Model
Beacon Brand Solution/dMEO/Brand Besties
02.2020 - Current
Career Nanny
Private Residence
11.2018 - 04.2020
Senior Business Developer
HCH Enterprises, LLC
06.2017 - 06.2018
Marketing and Merchandising Associate
Pawtucket Red Sox
08.2016 - 08.2017
Digital Media Community Manager
Citizens Bank
12.2014 - 07.2016
Digital Marketing Manager
Axle Brand
01.2014 - 11.2014
Senior Program Coordinator
Books are Wings
09.2008 - 12.2014
Public Relations Assistant Intern
A Wish Come True, Inc
06.2007 - 05.2008
Bachelor of Arts - Communications, Public Relations
Rhode Island College
12.2005 - 05.2009
Diploma - General Studies
Woonsocket High School
08.2000 - 06.2004
CPR/First Aid Certified, American Red Cross -2023
Water Safety for Caregiver and Parents, American Red Cross -2022
Advanced Child Care Training, American Red Cross -2022
New Contractor Orientation Education Seminar –2018
Pathway to Success Educational Seminar –2018
Personal Identifiable Information (PII) Certification –2017
Cyber Awareness Challenge, Intelligence Community –2017
Continued…
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