Summary
Overview
Work History
Education
Skills
Timeline
Relevant Outcomes
Leadership Profile
Relevant Outcomes
Leadership Profile
Generic

Shauna LaFave

Belmont,MI

Summary

Persistent leader eager to lead and grow organizations. Skilled in emotional intelligence, brand advocacy, quick and firm decision-making skill set. Possessing first-rate communication and organizational skills with solid experience in leadership roles resulting in accolades to successfully collaborate with management to develop high performing teams. Adept at implementing strategic business plans, driving growth and improving operations. Skilled in financial management and stakeholder relations. Collaborative and dedicated to building and leading talented and motivated individuals.

Overview

16
16
years of professional experience

Work History

Executive Director Corporate and Customer Experience

Shefit
03.2018 - 01.2019
  • Responsible for extensive collaboration with business leaders to design, analyze and implement strategic plans and programs with points of interaction between customers, retailers and employees
  • Daily activities included high level of daily collaboration with cabinet members, founder, CEO and leaders in cross functional roles to act as employee and customer advocate in integrating customer feedback and experience metrics into decisions and processes, products, and service offerings to improve customer liability, satisfaction and loyalty
  • Lead and manage Customer Support (Pre) and Customer Shipping (post) experience to provide strategic focus to customer experience
  • Post, interview, select candidates, implement onboarding strategies, one on one with executive leaders, development plans and 30, 60, 90 day touchpoint for all new hires and existing talent
  • Provided direction, designed and implemented strategic corporate communication plans, meetings to address, the Shefit Way and corporate values, promoting performance based programs
  • Building external PR opportunity programs to promote brand awareness and national brand influencers
  • Prospecting, networking, and conducting on-site presentations and educational seminars around health, fitness and wellness
  • Directing public speaking engagements to educate organizations on Shefit workplace culture and employee engagement initiatives by combining customer and corporate experience holistically.

Director of Sales

Baudville Brands
01.2015 - 01.2018
  • Responsible for driving new business development and client retention within Western portion of United States
  • Daily activities included prospecting, networking, and conducting web demos and on-site presentations and continual training and mentoring
  • Directing public speaking engagements to educate organizations on workplace culture and employee and customer engagement solutions
  • Creating strategic plans to increase employee and customer engagement, reduce turnover, and build healthy workplace cultures
  • Key achievements include owning Western Michigan region, resulting in increased brand awareness and overall growth of over 300% to goal, increasing client retention and cross-selling additional products and services, and exceeding corporate average for customer service metrics in all areas.

Branch Manager III, Vice President

Huntington National Bank
01.2014 - 01.2015
  • Responsible for growing share of wallet through top client experience and relationship management in both business and consumer needs
  • Daily activities included leading both internal and external relationship growth by generating new centers of influence and boosting community involvement, evaluating, coaching, mentoring, and developing branch team to exceed in all areas of branch metrics, consulting with business clients and prospects to create cash flow efficiencies through deep customer conversations and identifying, analyzing, and supporting client needs, and working with local centers of influence and establishing relationships in the local community to increase overall market share and revenue
  • Key achievements include growing Lowell market share from 40% to 73%, increasing employee engagement to surpass district and company expectations, attaining Gallup Human Sigma Highest Branch Achievement level, Human Sigma 6, and earning high ratings on employee engagement.

Branch Manager III, Vice President

PNC Bank
01.2011 - 01.2014
  • Responsible for growing share of wallet through a top client experience and relationship management in both business and consumer needs
  • Daily activities included leading both internal and external relationship growth by generating new centers of influence and boosting community involvement, evaluating, coaching, mentoring, and developing branch team to exceed in all areas of branch metrics, consulting with business clients and prospects to create cash flow efficiencies through deep customer conversations and identifying, analyzing, and supporting client needs, and working with local centers of influence and establishing relationships in the local community to increase overall market share and revenue
  • Key achievements include growing Lowell market share from 40% to 73%, increasing employee engagement to surpass district and company expectations, attaining Gallup Human Sigma Highest Branch Achievement level, Human Sigma 6, and earning high ratings on employee engagement.

Branch Manager II, Assistant Vice President, Sales Team Leader/ Trainer

Fifth Third Bank
01.2003 - 01.2011
  • Responsible for growing share of wallet through a top client experience and relationship management in both business and consumer needs
  • Daily activities included leading both internal and external relationship growth by generating new centers of influence and boosting community involvement, evaluating, coaching, mentoring, and developing branch team to exceed in all areas of branch metrics, consulting with business clients and prospects to create cash flow efficiencies through deep customer conversations and identifying, analyzing, and supporting client needs, and working with local centers of influence and establishing relationships in the local community to increase overall market share and revenue
  • Key achievements include growing Lowell market share from 40% to 73%, increasing employee engagement to surpass district and company expectations, attaining Gallup Human Sigma Highest Branch Achievement level, Human Sigma 6, and earning high ratings on employee engagement.

Education

Bachelor of Science - Psychology

Ferris State University
Big Rapids, MI
06.2021

Skills

  • Strategic Planning
  • Business Development
  • Business Management
  • Human Resources Management
  • Leadership Development
  • Innovation and Creativity
  • Public Speaking
  • Brand Management

Timeline

Executive Director Corporate and Customer Experience

Shefit
03.2018 - 01.2019

Director of Sales

Baudville Brands
01.2015 - 01.2018

Branch Manager III, Vice President

Huntington National Bank
01.2014 - 01.2015

Branch Manager III, Vice President

PNC Bank
01.2011 - 01.2014

Branch Manager II, Assistant Vice President, Sales Team Leader/ Trainer

Fifth Third Bank
01.2003 - 01.2011

Bachelor of Science - Psychology

Ferris State University

Relevant Outcomes

  • Achieved consistent market share growth and client retention rates averaging above 38%.
  • Successfully led a team of 11 direct reports, using Human Sigma business model, to exceed well above 75th percentile results in the financial industry—far exceeding organizational results for productivity and service.
  • Recognized in the top 5% of corporate leaders for tangible results and intangible contributions based on sales, profitability, and customer and employee engagement results.
  • Sustained “Exceeds” and “Significantly Exceeds” performance expectations year over year in a 15-year career.

Leadership Profile

Dynamic brand advocate with a proven track record for increasing internal and external customer retention and creating meaningful brand experiences., Intuitive communicator with the ability to assess client and prospect needs by thoroughly investigating business processes and asking appropriate leading questions., Highly motivated and perceptive with adept analytical thinking and problem-solving skills., Experienced in recruiting, wage management, coaching, mentoring, and development of direct reports and partners., Capable of navigating mergers and acquisitions, implementing regulatory and procedural changes, leveraging technology, and working with both internal and external centers of influence.

Relevant Outcomes

  • Achieved consistent market share growth and client retention rates averaging above 38%.
  • Successfully led a team of 11 direct reports, using Human Sigma business model, to exceed well above 75th percentile results in the financial industry—far exceeding organizational results for productivity and service.
  • Recognized in the top 5% of corporate leaders for tangible results and intangible contributions based on sales, profitability, and customer and employee engagement results.
  • Sustained “Exceeds” and “Significantly Exceeds” performance expectations year over year in a 15-year career.

Leadership Profile

Dynamic brand advocate with a proven track record for increasing internal and external customer retention and creating meaningful brand experiences., Intuitive communicator with the ability to assess client and prospect needs by thoroughly investigating business processes and asking appropriate leading questions., Highly motivated and perceptive with adept analytical thinking and problem-solving skills., Experienced in recruiting, wage management, coaching, mentoring, and development of direct reports and partners., Capable of navigating mergers and acquisitions, implementing regulatory and procedural changes, leveraging technology, and working with both internal and external centers of influence.

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Shauna LaFave