Shauna Pepitone
Community Engagement
New Braunfels,TX
Summary
Community engagement professional prepared to leverage substantial experience in nurturing relationships and driving outreach programs. Recognized for strong focus on collaboration and achieving impactful results, adaptable to evolving needs. Known for effective communication and relationship-building skills valued by employers.
Overview
10
10
years of professional experience
12
12
Certifications
Work History
CareDriver Community Engagement Specialist
HopSkipDrive
09.2024 - 10.2025
- Foster deeper connections within the HopSkipDrive CareDriver community
- Lead the CareDriver Surprise and Delight recognition program
- Review incoming CareDriver feedback data from various sources (ride ratings, e-mails, support calls, etc.) to identify issues, quantify issue volume, elevate feedback, and communicate with cross-functional teams to drive solutions
- Communicate with CareDrivers through outbound contacts and respond to the feedback CareDrivers have submitted
- Identify CareDrivers to proactively ask how their experience is going and solicit CareDriver stories and testimonials
- Oversee CareDriver to CareDriver communication channels, such as Facebook groups, track membership, and create meaningful content that fosters a greater sense of community
- Attend and support CareDriver community meetings and events
- Support initiatives to help make improvements to the CareDriver experience
- Provide opportunities for increased CareDriver best practice sharing and education through communication channels, meetings, videos, and the resource center materials
- Leveraged data-driven decision-making processes to optimize resource allocation throughout various programs.
Safe Ride Support Specialist
HopSkipDrive
03.2023 - 09.2024
- Closely monitor in-progress rides and provide any needed support for parents, riders, and CareDrivers
- Be able to recognize & resolve any problems/issues that may come up during a ride or before they arise
- Handle a high volume of calls to the Safe Ride Support phone queue and send and quickly respond to SMS messages about rides in progress
- Troubleshoot questions about our apps (iPhone and Android) and website, and recognize and report to leadership trends in issues and complaints
- Use our CRM (Kustomer) to log phone calls and SMS conversations
- Multitask with several apps and software programs to handle daily tasks and be able to switch between tasks and duties with speed and ease
- Maintain adherence to all personal and department goals surrounding performance
- Participated in a summer internship with the Supply Team under Jean Nguyenloc, where I:
- Made CareDrivers feel included & important via events and Surprise & Delight
- Learned how to use Tableau, Canva, Google Slides, & Google Sheets
- Planned 3 CareDriver pop-up events in Las Vegas, St. Louis, & Milwaukee/Madison which 37 CareDrivers & their guests attended, developed a comprehensive checklist for each event, learned all of the elements that are important for the CareDrivers & made it a great experience, coordinated with venue owners on the details, setup, & decor, coordinated with MarComm to send out invitations & post-event surveys, made phone calls to CareDrivers to remind them of upcoming events, and supported at the Seattle event to ensure everything went smoothly
- Led staff meetings
- Created 9 new state-specific Facebook CareDriver Lounges, contacted all CareDrivers in the Nationwide lounge to let them know about their new group, drafted Knowledge Base article with links to all lounges so CareDrivers can easily join, posted events in all of the Facebook lounges, recognized 124 CareDrivers in the lounges for milestones reached, and 15 celebrated anniversaries with HopSkipDrive, posted welcomes to new members, talk points to encourage site engagement
- Audited the Surprise & Delight process, resent 42 expired gift cards, sent out 27 new gift cards as requests came in, and continued to follow up to ensure they were redeemed
- Audited the Rate the Ride report for any wayfinding issues & submitted 42 tickets for resolution, and submitted positive feedback to Heidi’s team to present at Town Hall
- Initiated the signage program to get signs out to our clients in Colorado Springs, Denver, and Seattle to make pick up and drop off easier on CareDrivers and clients
- Formed many new relationships within the HopSkipDrive staff for cross-functionality
Real Estate Transaction Coordinator
OptionOneTC
06.2021 - 11.2023
- Draft disclosures, escrow timelines, and other real estate-associated documents
- Corresponded with involved parties via email & telephone regarding required transaction documents
- Used Glide, DocuSign, MLS, CAR/Zipforms, Homelight/Disclosures.IO, Skyslope, Adobe, Excel, and Word to organize transactions
- Liaised with title companies to ensure clear property titles, preventing future legal disputes.
- Organized and maintained up-to-date calendar of important transaction milestones, keeping all stakeholders informed.
Owner/Operator
Spirit Transaction Coordination
12.2021 - 05.2023
- Draft disclosures, escrow timelines, and other real estate-associated documents
- Correspond with involved parties via email and telephone regarding: required transaction documents
- Used Glide, DocuSign, MLS, CAR/Zipforms, Homelight/Disclosures.IO, Skyslope, Adobe, Excel, and Word to organize transactions
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
CareDriver
HopSkipDrive
02.2022 - 03.2023
- Transporting children and adults with and without special needs and disabilities to and from their arranged destinations
- Being a listening ear
- Remaining calm in difficult situations
- Stayed up-to-date on traffic patterns and construction projects to avoid delays whenever possible.
- Enhanced company reputation with punctual pickups, drop-offs, and professional conduct during all interactions with clients.
Real Estate Assistant/Transaction Coordinator
Tse Group/Intero
10.2020 - 01.2021
- Calendar management and support of a team of eighteen agents
- Drafted contracts, escrow summaries & timelines, & other real estate-associated documents
- Conducted property showings and visits to properties for tidying up & changing riders, lock boxes, etc.
- Kept inventory/market updates current with weekly updates using MLS
- Drafted offers, disclosures, and listing packets via CAR Zipforms
- Corresponded with involved parties via email & telephone regarding required transaction documents
- Managed transactions via KW Command and Skyslope
- Supported agents in managing multiple transactions simultaneously, ensuring deadlines were met consistently.
- Assisted clients in home staging and overall preparation for real estate sales.process
Legal Secretary/Paralegal & Office Manager
Crosby & Crosby, APLC
07.2018 - 09.2020
- Supported three attorneys and managed five part-time employees with civil litigation, estate planning, and probate matters
- E-Filed in State and Federal Courts
- Compiled trial binders
- Prepared, proofread, and processed legal documents, such as summonses, subpoenas, complaints, appeals, motions, and/or pre-trial agreements
- Filed and organized all client documentation
- Assisted attorneys in collecting relevant case info, such as employment, medical, & other records
- Managed all correspondence with clients, witnesses, and court officials.
- Processed mail, answered & directed phone calls, ordered supplies, notarized documents, drafted memos, & managed calendars
- Scheduled all appointments, appearances and briefings.
- Assisted in drafting legal documents such as pleadings, motions, and briefs, contributing to successful case resolutions.
Media Document Specialist
Hunt & Henriques
11.2015 - 07.2018
- Provided key support to the Media Department Head
- Maintained client account audits, reviewed reports, payment distribution, and general office administrative support
- Managed high volumes of documents efficiently, prioritizing tasks according to deadlines and project requirements.
Education
Paralegal Declaration - Apprenticeship
Crosby & Crosby, APLC
N/A01.2022
License - Real Estate
Real Estate Express
Online 05.2001 -
Bachelor of Arts - Communication Studies
San Jose State University
San Jose, CA01.2008
Skills
Relationship building skills
Certification
Creating Engaging Content for Facebook
Accomplishments
- Achieved creating a sense of community through effectively helping with appreciation events, social media outreach, and facilitating advisory and focus groups.
Timeline
CareDriver Community Engagement Specialist
HopSkipDrive
09.2024 - 10.2025
Safe Ride Support Specialist
HopSkipDrive
03.2023 - 09.2024
CareDriver
HopSkipDrive
02.2022 - 03.2023
Owner/Operator
Spirit Transaction Coordination
12.2021 - 05.2023
Real Estate Transaction Coordinator
OptionOneTC
06.2021 - 11.2023
Real Estate Assistant/Transaction Coordinator
Tse Group/Intero
10.2020 - 01.2021
Legal Secretary/Paralegal & Office Manager
Crosby & Crosby, APLC
07.2018 - 09.2020
Media Document Specialist
Hunt & Henriques
11.2015 - 07.2018
License - Real Estate
Real Estate Express
05.2001 -
Paralegal Declaration - Apprenticeship
Crosby & Crosby, APLC
Bachelor of Arts - Communication Studies
San Jose State University
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