ASHLEY THORNTON
Aloha,OR
Summary
Accomplished Program Manager provides in-depth understanding of developing and implementing organizational strategies. Well-versed in spearheading new initiatives to support functional operations and drives project completion. Strategic planner and clear communicator with an adaptable approach.
Overview
17
17
years of professional experience
1
1
Certification
Work History
EMV Cards Program Manager II
First Tech
Hillsboro, OR
08.2020 - Current
- Partner with cross-functional business units to shape Card product’s optimization vision, strategy, and roadmap.
- Reduced invalid PIN declines from $14.8M to $5.5M, significantly enhancing transaction approval rates and member satisfaction.
- Established effective communication channels with external partners to maintain consistency in strategies and goals.
- Identify areas of improvement in existing processes, procedures, member feedback and systems to enhance card programs.
- Provide guidance and support to team members in order to achieve targets within defined deadlines.
Product Manager, Cards
First Tech FCU
Hillsboro, OR
11.2018 - 08.2020
- Contributed to corporate strategy initiatives management across teams through accountability, communication and reporting.
- Built key performance indicator tracker to analysis and manage card portfolio and find opportunities and risks.
- Collaborated with various teams in the organization to align product roadmaps.
- Assessed accurate and relevant information for fact-based decision making.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Measured performance across various campaigns including pre-approvals and lifecycle management.
Payments Systems Analyst II
First Tech FCU
Hillsboro, OR
09.2017 - 11.2018
- Gathered, outlined and reviewed business requirements.
- Determined areas in need of enhancements and identified relevant and feasible systems to address concerns.
- Integrated new technologies to meet area requirements.
- Troubleshot and resolved problems with programs and systems.
- Implemented 54 projects including: credit card processor conversion, an affinity debit card with the Portland Trail blazers, compliance upgrades for instant issue software, and a new file format that would enhance our card record system.
- Wrote, revised and maintained documentation outlining test procedures and throughout testing and worked to resolve issues from testing.
Process Management Associate
First Tech Federal Credit Union
Beaverton, OR
02.2016 - 09.2017
- Compiled requirements from business teams and validated recommendations to assess changes to business processes.
- Administered daily processes, including maintaining information integrity and verifying completeness of established procedures.
- Improved overall business process management by executing, measuring and monitoring new systems.
- Reviewed established procedures to assess areas in need of improvement.
Credit Card Services Associate II
First Tech Federal Credit Union
Beaverton, OR
11.2013 - 02.2016
- Provided excellent service and resolved members inquiries with employees through email or phone conversations.
- Assisted with testing when needed.
Member Service Representative
First Tech Federal Credit Union
Beaverton, OR
05.2011 - 11.2013
- Offered every member exceptional service levels by remaining friendly and professional during every transaction.
- Balanced daily cash deposits and vault inventory.
- Researched and resolved member issues on accounts such as checking, savings, credit cards and unsecured loans
- Established new accounts and created memberships, resulting in increased loans and earnings for credit union.
Assistant Manager
Blockbuster Video Inc
Aloha, OR
10.2007 - 06.2011
- Planned and prepared schedules, delegating tasks for 13-member team.
- Implemented training processes for newly hired employees and supervised shift leads and customer service representatives.
- Provided leadership and direction for employees, supervising activities to drive sales and operations.
Education
Bachelor of Science - Business Administration: Management & Leadership
Portland State University
Portland, OR06.2017
Associate of Science - Business
Portland Community College
Portland, OR 03.2014
Skills
- Business Analysis
- Project Management
- Systems Optimization
- Microsoft Office Applications
- Program Leadership
- Organized and Detail-Oriented
- Critical Thinking
- Product Vision and Strategy Ownership
Certification
- Certification of Product Strategy, Northwestern Kellogg School of Management - 2022
Timeline
EMV Cards Program Manager II
First Tech
08.2020 - Current
Product Manager, Cards
First Tech FCU
11.2018 - 08.2020
Payments Systems Analyst II
First Tech FCU
09.2017 - 11.2018
Process Management Associate
First Tech Federal Credit Union
02.2016 - 09.2017
Credit Card Services Associate II
First Tech Federal Credit Union
11.2013 - 02.2016
Member Service Representative
First Tech Federal Credit Union
05.2011 - 11.2013
Assistant Manager
Blockbuster Video Inc
10.2007 - 06.2011
Bachelor of Science - Business Administration: Management & Leadership
Portland State University
Associate of Science - Business
Portland Community College
- Certification of Product Strategy, Northwestern Kellogg School of Management - 2022
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