Amy Hilton
Kalamazoo,MI
Summary
Experienced and highly determined Product Manager passionate about developing innovative methods to drive sales. Specializes in leading teams through product design and distribution. Comfortable working in fast-paced and deadline-driven environment.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Product Manager
PNC Bank
12.2023 - Current
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Implemented Agile methodologies for more efficient project management and team collaboration.
- Managed stakeholder expectations effectively throughout the entire product development process.
- Launched successful products by conducting thorough market research and identifying customer needs.
- Prioritized roadmap in order to achieve product goals and metrics.
- Established criteria for each milestone within product roadmap as means to measure developmental progress.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Coordinated project planning and execution with team members and team leads.
Project Manager/Business Analysis Manager
PNC Bank
08.2022 - 12.2023
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout engagement process.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
Quality Analyst
PNC Bank
01.2021 - 08.2022
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Facilitated cross-departmental training sessions, increasing awareness and understanding of quality standards.
- Conducted thorough risk assessments for new software releases to mitigate potential impacts on user experience.
- Improved team efficiency with introduction of automation tools for repetitive testing tasks.
- Promoted collaborative approach to problem-solving, leveraging team strengths to address complex quality challenges.
Retail Support Manager
PNC Bank
04.2015 - 01.2021
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
Sales Manager and Regional Trainer
Brown Shoe Company
11.1996 - 04.2013
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
Education
Bachelor of Arts - Business Administration And Management
Western Michigan University
Kalamazoo, MI05.2011
Skills
- KPI Tracking
- Project Planning
- Product Strategy
- Product Lifecycle Management
- Product Roadmaps
- User Story Creation
- Product Vision and Strategy
- Agile Software Development
- Product Backlog Management
- Prioritization and Execution
- Project Management
- Scrum Framework
Certification
Product Owner/ Product Manager Safe Agile
Employee Relations and Investigations
Timeline
Product Manager
PNC Bank
12.2023 - Current
Project Manager/Business Analysis Manager
PNC Bank
08.2022 - 12.2023
Quality Analyst
PNC Bank
01.2021 - 08.2022
Retail Support Manager
PNC Bank
04.2015 - 01.2021
Sales Manager and Regional Trainer
Brown Shoe Company
11.1996 - 04.2013
Bachelor of Arts - Business Administration And Management
Western Michigan University