Summary
Overview
Work History
Education
Skills
Awards
Timeline
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Scott Hawley

Webster,NY

Summary

Dynamic and results-oriented management professional with extensive experience in branch operations, employee development, and customer service excellence. Proven track record of achieving high performance rankings and cultivating talent within teams. Adept at driving branch growth and maintaining exceptional service scores.

Overview

11
11
years of professional experience

Work History

Branch Manager

Canandaigua 2906
Canandaigua
12.2023 - Current
  • Ranked 2nd on the April 2024 Matrix
  • Achieved a 12-month customer service score of 90+
  • Earned #1 in Rochester for customer service in January 2024
  • Trained and developed the #1 ranked Management Trainee for March, April, 2024
  • Attained top 3 in Net Other for Rochester in April 2024, with a growth increase of 16.4%.

Branch Manager

Geneseo 2928
Geneseo
12.2022 - 12.2023
  • Ranked 5th, 6th, and 18th on the May, August, and July 2023 Matrix
  • Achieved a 6-month customer service score of 91 and a 12-month score of 88+
  • Earned #1 in Rochester for customer service across multiple months (April, May, July, August, September, October 2023)
  • Successfully trained the #1 Intern for Group 29 Summer Intern Program
  • Maintained a 0% completely dissatisfied score from December 2022 to November 2023.

Flagship Assistant Branch Manager

East Rochester 2903
East Rochester
05.2022 - 11.2023
  • Ranked 12th, 6th, and 18th on the July, August, and September 2022 Matrix
  • Developed multiple elite performers, including 3 Management Trainees, 3 interns, and 1 Management Assistant
  • Improved SQI from 69 to 89 within three months
  • Contributed to branch ranking as 4th in income for Rochester in August 2022.

Assistant Branch Manager

Irondequoit 2911
Irondequoit
02.2022 - 04.2022
  • Ranked 14th on the February 2022 Matrix
  • Assisted in developing Management Trainees who achieved 23rd rank
  • Consistently received personalized service shout-outs from customers
  • Achieved above corporate average SQI of 85 for February and 83 for March 2022.

Top Gun Program

Rochester International Airport
Rochester
10.2021 - 02.2022
  • Completed all Employee Development training
  • Contributed to service scores of 89 in November and 83 in December
  • Ranked #2 on the Airport MA/MT Matrix for November and December 2021
  • Achieved Management Assistant role through MQI completion.

Management Trainee

West Henrietta 2901
West Henrietta
05.2021 - 10.2021
  • Ranked 14th on the October 2021 Matrix
  • Received multiple personalized service shout-outs from customers
  • Assisted with branch operations and contributed to past sales and service.

Research Technician

BARR Scientific
01.2014 - 01.2017
  • Conducted data collection and analysis, focusing on research methodologies
  • Collaborated with team members to interpret findings and present results
  • Contributed to various projects aimed at improving data accuracy and research outcomes.

Education

Bachelor of Arts in Communications -

State University of New York at Geneseo
01.2021

Skills

  • Team Leadership & Development
  • Customer Service Excellence
  • Sales Strategy & Implementation
  • Performance Metrics & Analysis
  • Operational Efficiency
  • Conflict Resolution
  • Data Collection & Analysis

Awards

  • Eagle Scout
  • Founding Values Award
  • Best Morning Huddle Award
  • Customer Service Award
  • Culture Warrior Award
  • Optimist Award
  • Most Likely to Get a Shoutout Award

Timeline

Branch Manager

Canandaigua 2906
12.2023 - Current

Branch Manager

Geneseo 2928
12.2022 - 12.2023

Flagship Assistant Branch Manager

East Rochester 2903
05.2022 - 11.2023

Assistant Branch Manager

Irondequoit 2911
02.2022 - 04.2022

Top Gun Program

Rochester International Airport
10.2021 - 02.2022

Management Trainee

West Henrietta 2901
05.2021 - 10.2021

Research Technician

BARR Scientific
01.2014 - 01.2017

Bachelor of Arts in Communications -

State University of New York at Geneseo

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Scott Hawley