Amy Hilton
Kalamazoo,MI
Summary
Proven leader with a passion for employee relations, problem solving, and coaching others to achieve their high potential. Known for attention to detail, coaching and facilitating, and resource creation. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand while reducing risk.
Overview
27
27
years of professional experience
3
3
years of post-secondary education
Work History
Business Analysis Advisor
PNC Bank
Kalamazoo, MI
08.2022 - Current
- Planned, developed, and implemented strategies to convey information with key decision makers.
- Produced detailed reports outlining key issues and proposed solutions.
- Lead multiple business analysis project management processes through planning, quality assurance and effectiveness assessment. Provides direction for the successful deployment of projects. Drives the development, analysis and distribution of complex reporting.
- Coordinated work or project dedicated to raise awareness of need, applying strong project, and team leadership to enhance success.
- Translate business needs, processes and/or procedures by partnering with applicable experts and business stakeholders to determine and articulate needs. May communicate with senior level stakeholders and technology teams on complex business requirements.
- Direct the research, discovery, collection and interpretation of business requirements. Participates in the development and review of complex processes and procedures, workflow analytics and reporting. May provide senior level consultation and communicates with clients and technology teams on business designs, problem solving and business analysis to support project goals and objectives..
- Consult and recommendsthe frameworks, methodologies and processes involved in business requirements traceability for business analysis teams. Independently mentors, leads, and coaches other associates to affect knowledge transfer. Oversees the development and maintenance of all applicable policy and procedure documentation.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Monitored customer service operations to confirm compliance with quality standards.
- Advised on organizational structure and human resource management to promote efficient business operations.
- Planned and promoted career planning presentations, work experience programs and career workshops.
Quality Analyst Retail Support
PNC Bank
Kalamazoo, MI
01.2021 - 08.2022
- Served as a Subject Matter Expert for resolving escalated customer concerns and delivering an exceptional customer experience, utilizing a depth of knowledge of all PNC products and systems
- Created process improvement measures from opportunities found through creating and analyzing various reports across various systems and ensured quality and consistency within the Retail Support Group.
- Provide accurate audits to agents to review for potential risk.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems while identifying areas of compliance deficiencies.
- Counseled managers and employees regarding company policies, procedures and workplace issues.
- Defined and implemented quality initiatives to reduce risk.
- Facilitated the core consolidated training class for branch employees that were transferred to Retail Support.
- Participated in departmental meetings to establish short- and long-term strategy.
- Analyzed quality and performance data to support operational decision-making.
- Compiled and distributed weekly feedback to team leaders and managers to improve employees performance.
- Administered internal quality audits and assessed results to inform corrective action measures..
Retail Support Specialist
PNC Bank
Kalamazoo, MI
04.2015 - 01.2021
- Effectively utilizes concepts and procedures to evaluate and solve complex escalated concerns, by researching and analyzing cases in timely manner
- Resolves complex escalated issues with high customer and PNC impact
- Acts as customer advocate to help PNC build and maintain loyalty, with commitment to quality
- Identifies risks and provides resolution to minimize risks to bank and customer
- Subject matter expert within department across all lines of business with escalated services
- Strong ability to collaborate with internal and external service partners to ensure proper evaluation of departmental standards and time frames are met consistently among team
- New hire facilitator and mentor for Retail Support
Money Management Specialist
PNC Bank
Kalamazoo, MI
10.2014 - 04.2015
- Reeducated customers by reviewing essential tools that PNC offers to enhance and promote customers financial well-being
- Identified key financial patterns that would contribute to negative impact on customers financial well being
- Documented customers financial concerns and resolution using appropriate methods that were taken
Sales Manager and Regional Trainer
Brown Shoe Group
Portage, , MI
11.1996 - 04.2013
- Created effective strategies to target new markets after researching and analyzing competitor behavior
- Improved sales processes to streamline customer acquisition and onboarding strategies
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies
- Collaborated with store managers to identify areas in need of improvement and implement solutions.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Education
BBA - Business Management
Western Michigan University
Kalamazoo, MI 09.2008 - 05.2011
Skills
Teamwork and Collaboration
Accomplishments
Circle of Excellence 2020
Market All Stars 2020
Market All Stars 2018
Power of One
Timeline
Business Analysis Advisor
PNC Bank
08.2022 - Current
Quality Analyst Retail Support
PNC Bank
01.2021 - 08.2022
Retail Support Specialist
PNC Bank
04.2015 - 01.2021
Money Management Specialist
PNC Bank
10.2014 - 04.2015
BBA - Business Management
Western Michigan University
09.2008 - 05.2011
Sales Manager and Regional Trainer
Brown Shoe Group
11.1996 - 04.2013