Nicholas Shigo Email & Phone Number

Naugatuck, Ct, Us

Seymour, Connecticut, United States

Designing training program for 30+ customer service team members on communications skills, technical product knowledge, and sales and service platforms, leading to a 25% increase in customer satisfaction scores and adoption by international customer service departments.Creating digital and in-person training content for over 1,500 national retail partner employees on topics including technical product installation, sales tactics and brand story.Leading multi-day retailer training events with over 50 participants, collaborating with more than 20 marketing, sales and product management partners to inform sales specialists on new products and operation practices.Communicating with and managing marketing, sales, engineering and customer service teams to create brand representation standards and share accurate product information.Launched and administrates internal and external Thule Academy training sites through LearnUpon learning management system (LMS) for 500 concurrent monthly users. Writing 200+ FAQ articles and curating a comprehensive knowledge base on Thule products and policies for Thule North America site with millions of total views using search engine optimization strategies.Developing online content guidelines and communications strategies to educate customers on product features and functions, and Thule brand story based on product insights and customer data.Creating and presenting video product demonstrations showing features and sales information to internal and external representatives.Refining and refreshing training programs on a yearly basis using data and reporting insights, new product launches and updated procedures and programs.Managing Q&A, reviews and social media comments to ensure consistent brand voice and positive interactions, leading to a 15% increase in overall customer review score, and referring sentiments to product managers.

Lowell, Ma

Directed a 3-month summer camp program serving over 300 participants from diverse socio-economic backgrounds, including outdoor activities, artistic expression, teambuilding exercises and science exploration. Recruited and trained 30+ camp staff in child development, group management, outdoor education and leadership skills, and maintained oversight on training efforts, staff performance evaluation and payroll management.Thoroughly reviewed and coordinated licensing requirements for 300-participant youth camp, ensuring compliance with camp safety best practices for 2020 season, preventing illness and closure due to the COVID-19 pandemic.Formulated an engaging daily camp curriculum, incorporating educational thematic units and focused on building interpersonal relationships, physical activity and inquiry and curiosity of the environment. Managed approximately $70,000 seasonal camp operating budget and daily program expense administration, and coordinated with community partners for volunteer efforts and material donations for camp improvements.Cultivated and expanded community relations through increased social media outreach, email newsletters and live event attendance, leading to a 20% increase in online audience engagement with the program.

Seymour, Ct

Managed up to 100 daily customer service interactions through omni-channel communications streams including email, phone and live chat. Answered customer questions on technical product use, order management and sales procedures.Assessed and validated consumer warranty claims.Created and edited email templates for consumer service team use.Ensured a positive connection between brand and consumer.

Milford, Ct

Facilitated engaging, informative and entertaining outdoor and in-store experiential education classes on a variety of outdoor sports-related topics including backpacking, skiing and wilderness survival for classes of up to 30 child and adult participants.Engaged with customers and outdoor enthusiasts to develop positive community relationships that established REI as a local hub for accessible outdoor adventures and learning.Continuously assessed and developed new materials, resources and teaching strategies to incorporate new technology or processes.Collected participant feedback and evaluated program effectiveness to ensure student needs and expectations were met, and new practices or courses could be implemented to best meet them.

Claryville, Ny

Utilized BEETLES Outdoor Education principles to lead inquiry-based, collaborative outdoor science lessons for students between 6 and 16 years of age from communities in New York City metro area. Led groups of up to 20 students in teambuilding, ecology, history and outdoor skills lessons on 5,500 acre facility. Collaborated with other instructors to ensure safe and engaging programs for school groups of up to 500 daily participants and meeting all lodging and program needs.Ensured group education needs fulfillment by discussing intention with guest coordinators and choosing appropriate course topics and education strategies.

Winsted, Connecticut

Planned, directed and oversaw outdoor adventure activity area programs and staff to lead daily summer camp activities for 8 to 20 participants, ages 8 to 16.Developed 10-week camp curriculum for high ropes activities, archery, nature exploration and wilderness survival skills activities that fostered teamwork, collaborative problem solving and self-improvement.Established best procedures and safe operation guidelines for challenge course and climbing tower operation and developed handbook of teambuilding games and strategies for camper engagement.

Manchester, Connecticut

Researched and reporting news stories in North-Central ConnecticutCovered events and meetings in Stafford, ConnecticutTopics covered include: town ordinances, profiles of residents, environmental issues in the area

Storrs, Ct

Gathered news stories for publication in the University of Connecticut independent student newspaperWorked with writers to ensure stories are completed on timeWorkshopped articles with new writers to ensure consistent quality of the publicationCopy edited writing submitted by writers

Storrs, Connecticut

Undergraduate Student Government beat reporter. Covered weekly meetings of USG Senate and recent activities and legislationCovered events and stories on UConn campus and Storrs areaWrote articles on subjects such as faculty research, events on campus, school policy and statewide news

Hartford, Connecticut

Edited articles for publication in "Connecticut Wildlife" magazineReviewed and summarized articles in historic "CT Wildlife Conservation Bulletin," "Scope," and "Connecticut Wildlife" publications for archivingAssembled social media posts for Wildlife Division 150 year anniversary showing history of conservation efforts in the stateWrote material for current "Connecticut Wildlife" issues

Bachelor'S Degree, Journalism, Communication, 3.7 Gpa

Activities and Societies: Daily Campus Newspaper, UConn Eagle Scout Association, Outing Club, Club Hurling Team, Fencing Club, Krav Maga.

English Language And Literature/Letters

Activities and Societies: Vermont Cynic Student Newspaper, University of Vermont Club Fencing TeamTransferred to University of Connecticut.