Shawntell H. Griffin
LEADER. STRATEGIST. VISIONARY.
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Phone:
804-346-6526
Email:
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Years of Experience:
18+ Years
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Who is Shawntell?
Shawntell's strong business expertise and excellent communication skills allow her to effectively manage, inform, and influence outcomes at all levels. She has a proven ability to build trusted, effective relationships across organizations and is skilled at operating with discretion and diplomacy.
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As a dedicated leader, she brings a team-oriented approach and a passion for supporting others to achieve success. Her strong project management, process improvement and organizational skills are key to her ability to lead cross-functional teams, multitask, and effectively prioritize. Shawntell's deep strategic mindset and sharpened attention to detail, has ensured consistent delivery of seamless execution and management of multiple complex programs and initiatives.
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In her roles, she has lead the charge in refining management practices to drive business growth, creating an infrastructure of operational excellence, and gaining buy in for strategic stakeholder alignment. She provides thought leadership to shape team and business culture agendas while collaborating with internal and external partners to optimize storytelling and energize associates.
CURRENT EXPERIENCE
Market Community Engagement & Program Lead, Sr. Manager
2022 - Current |
As Market Engagement Leader, I'm accountable for leading a team of business development market strategists across a multi prong national network of experiential programming. Responsibilities include developing a sustainable operating model that supports consistent establishment of trust-based relationships with local civic, businesses, non-profits, and governmental organizations while serving as the face of the brand within the community. This is in addition to leading strategic intent & program development that result in building brand awareness and customer engagement aligned to key business objectives.
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Additionally as program lead I support the development and scaling of the programatic structure for Market Engagement in our organization. Programmatic support includes end to end project management, design, governance, analysis and evaluation of success measurements. My expertise of infrastructure design and ecosystem development has positioned our team to perform consistently and efficiently across the national footprint.
PAST EXPERIENCE
2020-2022
Capital One Bank
Principal Process Manager
Associate Readiness Liaison, Chief of Staff
As the Associate Readiness Liaison I was empowered to drive readiness activities, including readiness sizing and creation of process change materials paired with rollout (readiness) plans for Operations partners. This work required coordination for readiness execution and full support of releases and incidents while informing real time readiness needs.
Post change monitoring of volume from change initiatives and identifying action plans from retrospective outputs to ensure we equip our leaders and Associates with the right tools and information for like changes in the future was imperative to the success of this role.
Building and maturing crucial readiness routines with Operations partners and other groups were essential for successful readiness approaches. This is in addition to continuing to identify readiness gaps and driving cohesiveness while making appropriate connections nationally.
2018-2019
Capital One Bank
Coach
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Assisted Unit Manager with monitoring a team of retail phone associates and created and environment conducive of positive morale while gaining associates buy in when aligning with the bank mission through positive customer experiences.
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Drove results in the areas of key performance metrics that minimize risks to the bank and customers while efficiently servicing customers.
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Continuously reviewed process and procedures to identify process gaps and create a resolution while maintaining the brand.
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Responsible for audits that kept the bank well managed in the areas of attendance and customer experience specifically
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Effectively communicated and partnered with other lines of business to drive results enterprise wide.
2014-2016
Capital One Bank
Social Media Response
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Monitored and serviced Facebook, Facebook Places, Twitter, Yelp and Google+ posts from a Retail Bank perspective via social listening
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Partnered with Legal, Compliance and Corporate Security to research and resolved tier II cases initiated via social sites
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Researched, responded and resolved executive email complaints/concerns
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Maintained and distributed daily case report for all Social Media associates
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Completed research for posts/complaints obtained through external social listening
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Processed improvement liaison for Social Media updates to processes/procedures
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Quality Assurance point of contact for Retail Social Media
2019-2020
Capital One Bank
Guiding User Readiness & Understanding Multi Site Leader
As a GURU Team Leader, I successfully led a group of leaders in our Richmond, VA & Laurel, MD locations. Leading this team involved driving key improvements in my respective sites as it relates to Customer Experience and efficiency while preparing these leaders to support the business through change initiatives and crisis management.
Exhibiting proficiency in policies and procedures both internal and external while actively engaging team members, peers, customers and stakeholders are critical to making necessary recommendations that lead to process improvements that ultimately improved the Customer and Associate experience as it relates to readiness. Remaining well managed with the ability to consistently collect, analyze data and report identified trends has led to strong partner relationships and significant movement in key performance index metrics.
2016-2018
Capital One Bank
Assistant Coach
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Monitored a team of retail phone associates and created and environment conducive of positive morale while gaining associates buy in when aligning with Capital One’s mission through positive customer experiences.
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Drove results in the areas of key performance metrics that minimize risks to the bank and customers while efficiently servicing customers.
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Continuously reviewed process and procedures to identify process gaps and create a resolution while maintaining the brand.
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Responsible for audits that kept the bank well managed in the areas of attendance and customer experience specifically
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Effectively communicated and partnered with other lines of business to drive results enterprise wide.
2007-2014
Capital One Bank
Various Roles within Retail Bank
(Customer Advocacy, SB Process Improvement, Small Business QA Analyst, Teller and Sales Associate)
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Troubleshoot and investigated issues in order to implement a resolution and provide exceptional customer experiences.
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Responsible for strategy, management and execution of process improvement and risk containment for Small Business Solutions Center.
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Conducted daily, weekly and monthly audits for Small Business Solutions Center. Communicated failed defect audit information immediately to unit managers to aid in coaching opportunities.
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Analyzed customers needs and determined qualifications for various product offers.
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Co- facilitated the Small Business Training for Chevy Chase merger.
ACCOMPLISHMENTS
Throughout Career
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Twitter Recognition for building Customer relationships through Twitter https://blog.twitter.com/2015/research-four-ways-brands-can-build-customer-service-relationships-on-twitter
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Created and maintained the Bank Social Media Pulse page
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Created DRT Hub for CSST to minimize AHT during OLB troubleshooting
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As Process Coordinator, weekly management coaching sessions lead to a decrease in the audit defect rate from 48% to a defect rate of 18%.
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Served as a Trainer during the initial Business Solutions Center launch in Laurel, MD during the Capital One Bank/Chevy Chase Bank merger.
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Participated in UAT testing during the Capital One Bank/Chevy Chase Bank merger.
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Developed and implemented awards program within the Small Business Quality Assurance program.
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Launched “shout out”, WOW call bank, and spotlight banker award within the Small Business call center.
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Created and launched the audit monitoring program within the Small Business call center which includes fee refund, float decrease and funds transfer audits/reports
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Completed Small Business policy and procedure support for project sales gateway/TAR
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Nominated for One Award
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Annual CEMP Performance Award- Met/Exceeded Customer Expectations
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Advocacy Department Stevie Award
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Advocacy Banker of the Month (various)
Recent Accomplishments
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2023 Capital One Hall of Legends Winner
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2023 Capital One Pro Bono Project Lead
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2023 Elevate Program Mentor
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2020 Q3 Circle of Excellence Award Winner
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2020 Q2 Collaboration Award Winner
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2020 Year End Conversation Coach
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2020 People Leader Fundamentals Adjunct Certification
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2019 Lead the Way Winner
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2019 CSST Well Managed Culture Pillar Award
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Created Well Managed routines to stand up GURU responsibilities for Laurel, MD & Richmond, VA
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2018 CSST Adjunct Facilitator Certification
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Created Well Managed Associate Readiness routines and activities to establish an Associate Readiness program for CX Voice
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Used influence to partner with our Credit Card and HR line of business to create a Job Shadow Program across Lines of Business
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2019 Magellan Cohart Lead
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2017 Magellan Alumni
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BPM Certified
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Scrum Master Certified
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Disability IN- National Certification Committee Member on behalf of Supply and Diversity for Capital One Bank
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2017 Lead the Way Nominee
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2016 Inspire the Way Winner
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Leader By Example (various)
SKILLS
Performance & Program Management
Process Management
Project Management
Training & Facilitation
Operations Management & Program Infrastructure Development
10+ Years People Leadership
EXPERTISE
I LEAD
With an ability to confidently deliver information to associates and leadership alike in a manor conducive of driving immediate positive results. I exhibit this behavior by analyzing business needs related to routine, structure and tools. Using post analysis I am able to clearly outline an infrastructure, process and plan to develop an ecosystem that leads to ensuring teams adhere to a Well Managed approach to change and crisis management. Partnering with several key lanes to carve out a concrete plan to continuously collaborate and proactively approach change is essential to executing my leadership style.
I MOTIVATE
By recognizing the power of individual and team motivation and collaboration. I am able to work across lines of businesses to create programs that boost productivity and empower internal partners and leadership alike. I am able to exhibit my expertise in this area by creating foundations that are sustainable and scalable. These foundations create clear guidelines for addressing outliers, encourages proactive focus on known gaps and post monitoring that informs future efforts. These foundational routines are shared across programs and adopted by peers and other lines of businesses that have similar models.