Santana Horton
Mayflower
Summary
People-first leader with 10+ years of leadership experience and a strong history of branch transformation. Demonstrated ability to enter underperforming locations and achieve rapid turnarounds within one year of prioritizing people, strategically developing talent, and creating sustainable, purpose-driven environments that support teams, members, and long-term organizational success.
Overview
17
17
years of professional experience
Work History
AVP Branch Manager
Arkansas Federal Credit Union
2024.12 - Current
- Strengthened branch culture by fostering accountability, recognition, and continuous learning, driving both team member satisfaction and operational excellence
- Built and developed high-performing branch teams by strategically hiring top talent and aligning employees to roles that maximize strengths and drive results
- Monitored and analyzed team metrics to identify opportunities for coaching, development, and operational improvement
- Built and sustained strong team culture through consistent coaching, mentorship, and leadership development
- Implemented cross departmental shadowing to bridge operational gaps and improve collaboration between frontline and back-office teams
- Empowered team members through training development, and accountability frameworks
- Ensured operational accuracy, compliance, and financial controls for all balances and deposits
Branch Manager
Arkansas Federal Credit Union
2023.07 - 2024.12
- Built strong rapport with team members
- Directly managed team performance and provided ongoing coaching to ensure team members effectively supported members in achieving their financial goals through needs based solutions
- Implemented cross-departmental shadowing to bridge operational gaps and improve collaboration between frontline and back-office teams
- Provided the knowledge and tools to empower team members
- Mentored managers, financial service representatives, and tellers
Assistant Branch Manager
Regions
2021.07 - 2023.07
- Led branch operations, compliance execution, and performance coaching
- Developed and coached a team of bankers to improve service delivery and sales performance
- Executed outbound relationship-building initiatives to support customer financial needs
- Strengthened product knowledge and consultative service skills across team
- Ensured adherence to regulatory standards and procedural compliance
- Supported operational excellence and procedural change management
Store Manager
Shoe Carnival
2013.10 - 2021.09
- Led daily store operations, staffing scheduling, and performance management
- Managed payroll, auditing, compliance, and workforce planning
- Drove sales growth through customer experience strategy and team development
- Trained, onboarded, and developed new hires
- Maintained operational standards, safety compliance, and policy execution
- Supported multi-store operations including staffing transfers, promotions, and onboarding
Customer Service Manager
Harps
2011.05 - 2015.08
- Led front-end operations and customer service teams
- Trained new hires and managed onboarding documentation
- Supported financial transactions including check cashing and money transfers
- Maintained customer service standards and team performance
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Cashier
Harps
2008.10 - 2011.05
- Managed cash register, ensuring accurate cash handling and reconciliation.
- Provided exceptional customer service, resolving inquiries and enhancing satisfaction.
- Maintained cleanliness and organization of checkout area to streamline operations.
- Trained new staff on cash handling procedures and customer service standards.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Associate of Science - Early Childhood Education
North Arkansas Community College
Harrison, AR2013-05
High School Diploma -
Marshall High School
Marshall, AR2010-05
Skills
- Critical Thinking
- Strategic Thinking
- Communication
- Relationship Building
- Accountability
- Coaching
- Emotional Intelligence
- Process Management
- Activity Management
Timeline
AVP Branch Manager
Arkansas Federal Credit Union
2024.12 - Current
Branch Manager
Arkansas Federal Credit Union
2023.07 - 2024.12
Assistant Branch Manager
Regions
2021.07 - 2023.07
Store Manager
Shoe Carnival
2013.10 - 2021.09
Customer Service Manager
Harps
2011.05 - 2015.08
Cashier
Harps
2008.10 - 2011.05
Associate of Science - Early Childhood Education
North Arkansas Community College
High School Diploma -
Marshall High School