Shana Scott
Executive
Manvel,TX
Summary
Innovative Executive with over 20 years of experience in leading high performing teams, interviewing and hiring professionals, training, and developing strong teams and developing policy and procedures to provide consistency and efficiency across all channels.
Strong focus in Leadership, Strategic Planning, Process Improvement, Operations, Sales and Service, Training and Development, Business Development, Marketing and Community Relations. Results-driven with a forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations.
Overview
20
20
years of professional experience
3
3
Certifications
Work History
Vice President of Community Relations
Smart Financial Credit Union
10.2017 - Current
- Oversee the formation of business partnerships and negotiation of contracts
- Lead company's planning and execution of strategies to increase sales and company growth
- Manage business development and sales staff
- Develop and execute company sales and marketing plans, including implementing new ideas and tools for the company
- Provide direction and planning for the company and oversee the workings of the company
- Work closely with a team of salespeople, management, and lower-level employees
- Secure contracts with new customers, as well as manage ongoing contracts
- Write proposals for new and existing clients, identify, and set company goals, and create plans to achieve goals
- Develop and maintain a network of contacts within and outside of the company.
Vice President of Branch Operations
Smart Financial Credit Union
12.2011 - 01.2017
- Oversee the branch network including all 18 branch locations, call center and virtual teller areas
- Manage, lead, and develop all Branch Managers and Call Center Managers
- Review, create and edit all operational branch procedures and policies for accuracy and consistency
- Interview and hire Branch and Call Center management
- Create onboarding and development plans to be used throughout the network
- Review and update all Branch and Call Center job descriptions and budget compensation
- Lead project management initiatives for designated areas
- Create accountability guidelines to ensure employees meet or exceed branch sales and service goals.
Branch Manager, President
Associated Credit Union of Texas
11.2008 - 12.2011
- Responsible for managing the daily operations of the branch i.e., creating the schedules, problem-solving, daily coaching of sales goals, cash ordering, etc..
- Coach, develop and motivate Tellers, Member Service Representative, Financial Service Representatives, and the Assistant Branch Manager, totaling a staff of 10 to 15
- Track the branches activity and the necessary action steps to maintain excellence by reaching and exceeding both sales and service goals
- Interview hire and train new staff
- Guide and coach Tellers, MSRs, FSRs and ABM in the efficient handling of member needs
- Ongoing daily reinforcement of the sales and service culture by, modeling and coaching the team to provide excellent service to members through cross-selling and implementing the Creating Member Loyalty programs.
Branch Manager
Wachovia Bank/ Wells Fargo Bank N.A.
03.2004 - 11.2008
- Primary goal was to serve the customers' total financial needs resulting in greater market share, wallet share and profitability
- Lead employees in establishing an environment that achieved all sales and service performance objectives, facilitated teamwork and retained the best employees while growing profits
- Became a WOW Certified Trainer creating, implementing, and training a Service Model for the entire company
- Developed specific strategies and monitored progress to exceed goals of $500K while cultivating long-term business and consumer relationships
- Created, trained, and coached a successful team of 8+ through development of staff as a competitive advantage
- Responsible for effective staff salary administration and rewards
- Developed and administered budgets, business development action plans, staffing models, schedules, and performance standards.
Education
Executive Masters in Business Administration -
Bachelor of Science: Economics - undefined
Skills
Staff Development
undefinedAccomplishments
- Creating Member Loyalty Certified Service Trainer 2013 - CUNA
- National Endowment for Financial Education Certified Trainer - CUNA
- Fort Bend Chamber of Commerce Leadership Forum 2018 - Graduate
- Houston Chapter of Credit Unions Leadership 2018 - Graduate
- Certified CU Financial Counselor 2020 - CUNA
Leadership Experience
- Fort Bend Chamber Board Member
- Smart Financial Foundation Board Member
- Rutherford B. H. Yates Museum Board Member
- Top Lady of Distinction, Houston Chapter
- Global Digital Ministry Leader
- Women's Ministry Teacher
Affiliations
Fort Bend Chamber of Commerce Leadership Forum
Houston Chapter of Credit Unions Leadership
Top Ladies of Distinction, Houston Chapter
Certification
Certified Credit Union Financial Counselor, Creating Member Loyalty Certified Service Trainer, National Endowment for Financial Education Certified Trainer, CUNA
Timeline
Vice President of Community Relations - Smart Financial Credit Union
10.2017 - Current
Vice President of Branch Operations - Smart Financial Credit Union
12.2011 - 01.2017
Branch Manager, President - Associated Credit Union of Texas
11.2008 - 12.2011
Branch Manager - Wachovia Bank/ Wells Fargo Bank N.A.
03.2004 - 11.2008
Texas Southern University - Executive Masters in Business Administration,
University of Houston - Bachelor of Science: Economics,
Certified Credit Union Financial Counselor, Creating Member Loyalty Certified Service Trainer, National Endowment for Financial Education Certified Trainer, CUNA
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