Amber Thornton-Scales Email & Phone Number

Oshtemo, Michigan, United States

Southwest Michigan, Van Buren County

Alphabet Soup Executive MemberFinancial Technology (FinTech)Retail and Marketing PerformanceRetail Banking TrainerSupport Regional Small Groups with Sales, Success and Marketing. Support Product Launch and Changes.Content Design & Delivery Client management, engagement and sales supportMarketing performance and brand representationInsights: Blue then YellowOutward Mindset

Kalamazoo, Michigan, United States

State of Michigan Notary RepublicCaring CommitteeScholarship Selection CommitteeManaged team of 8.Developed and Promoted 50% of staff.Coaching and Development

Kalamazoo, Michigan - Onsite, Hybrid-Remote

Organization development & management: build teams (onsite & virtual), leadership team, interna, external & vendor partnerships.Research, scribe & document process & policy guidelines. Identify Key Performance Indicators, reporting methods, measurables, templates & trending analysis. Standardize minimum expectations of management & consultant job roles, also creating P&P specific to roles & functions of the Video Banking department ensuring consistency and risk management. Design, curate, & facilitate training, curriculum & ILT/VILT workshops, using Skype for Business & Teams.Manage training schedule of workshops & learners. Train the trainer: Train leadership team to deliver & schedule required training. Spearheaded implementation of conversation methods & processes to improve consistency & customer experience. Employee development, management, engagement & scheduling. Customer feedback analysis & callbacks. Accountable for departmental process improvement & reporting strategies.Collaborate with partners to meet customer & employee needs.Disputes & escalation resolution, reconcilement & account adjustments as needed. Lead weekly & monthly leadership & partners meetings in which I act as Subject Matter Expert (SME). Research transactional discrepancies.Call quality control, documentation & scoring. Employee & peer onboarding, coaching and mentoring. Request appropriate security access for consultants & leadership.Research & track tech-related tickets & incidents. SharePoint document curation & retention. Lead direct report team meetings & delivery of relevant information.Diversity & Inclusion. Lead & create diverse teams in an inclusive environment that encourages innovation & values differing perspectives. Recruit, Interview, hire & terminate as needed.Supply & equipment ordering. Continuous learning & personal professional development.

Greater Michigan, Northern Indiana, Detroit And Toledo - Kalamazoo, Mi, Hybrid-Remote, Travel

Awards & Nominations: SPOT Award & iLead nomination.In-person (ILT) & virtual (VILT) workshop facilitation, training, design & scheduling.Design using Adobe Creative Suite (& other design software), PowerPoint, & OneNote. Train all levels of hierarchy, newly hired to corporate, class size 1-50+. Facilitate culture, process, policy, systems, networking, conversation, development & leadership curriculum content. WebEx, Teams & Skype for Business VILT delivery: use of breakout groups, whiteboards, polling, as well as other available interactive tools. PowerPoint presentation. Design, creation & use of additional visual resources & tools, such as: flip-charts, queue cards, job aids & study guides. Assign, complete reporting & analysis of web-based training. Complete web-based training & assessment testing. Closed captioning copywriting & revision. Supply & equipment ordering. Project & program participation & management, as well as SME. Peer and branch observation, reporting, analysis & coaching. Delivery of feedback, opportunities, best practices & inefficiencies. Lead market conversations & initiatives, partnering with LOB partners to ensure timely, accurate, beneficial & constructive engagement.Ensure a variety of learning styles are met, utilizing active & adult learning methods & various media.Monitored participant progress & program effectiveness.Perform immediate technical support to participants & peers.Lead weekly & monthly team & peer meetings.Recruiting & additional administrative Human resource functions as needed. Experience & onboarding choreography. Peer onboarding, coaching & mentoring. Speciality course delivery.WebEx producer for partner-led workshops. Employee development, management, engagement & scheduling. Diversity & inclusion. Management level, self-led, individual contributor position. Continuous learning & personal professional development.Business Bank deposit, credit, application, conversation & partnership SME.

Kalamazoo, Mi, Hybrid-Remote

Nominations: Power of One and Market All-StarsManage growth of existing client relationships and acquisition of new business.Focus on client opportunities and inefficiencies, providing solutions, ideas and insights based on and understanding of individual client financial needs. Built an effective internal network with branch distribution and product partners. Business clients up to 10 million in sales. Engage in CashFlow Conversation: Business process, payables, receivables, deposits, credit, vendor relationships and employees. Account, credit, treasury management and merchant service recommendations.Employee banking benefit implementation and connection to appropriate partners. Branch conversation, account opening and credit application assistance. Partner with Treasury Management and Merchant Services for solution implementation as needed. Credit request, including loans, lines of credit, credit cards, letters of credit and SBA. Manage daily KPI documentation, reporting and analysis. Retention and revision on client profiles and documentation.Review of business documentation for accuracy and legitimacy. New employee onboarding, coaching and mentoring.Training design and curation.Project and program management.SME for Business Sales and Client Experience Manager. Travel for specialized training held at corporate facilities: i.e. lending, sales and conversation.Individualized reporting and tracking. KPI goals and related tasks.

Kalamazoo, Mi, Hybrid-Remote | Servicing Chicago And Wisconsin Markets

Recognition: Received Officer of the Bank Title Certification: PNC’s Business Cash Flow Conversation Certification & PNC Women in Business.Managed book of business clientele located in the Greater Chicago, Chicago Downtown, Chicago Suburbs and Southern Wisconsin markets.Responsible for client retention, engagement, satisfaction and implementation of solutions and additional partnerships. Managed deposit, credit and employee banking benefits relationship.Worked with existing business clients, up to 10 million in sales, to enhance their relationships with PNC, while also streamlining their payables and receivables process. Assisted with Treasury Management and Merchant Services needs.Business client sales, service, application and maintenance.Maintained branch partnerships for validity and completion of business documentation.Regular meetings with internal business partners, communicating, sharing best practices, results analysis and strategy planning. Individualized reporting and tracking. KPI goals and related tasks. Travel for specialized training held at corporate facilities: i.e. lending, sales and conversation.

Kalamazoo, Mi, Hybrid-Remote

Certification: PNC Conversation CertifiedOutbound calling to existing consumer clients to discuss overall experience and financial wellness. Uncover opportunities and client needs through PNC conversation methods.Relationship expansion and retention. Sales, service and account maintenance. Dispute, complaint and escalation input and management. Completion of deposit and credit applications, including credit card and equity lending.Recording and analysis of customer feedback.Pilot and launch of branch appointment setting.

Paw Paw, Michigan - Remote, Travel

Host student and Host Family liaison to the American Councils exchange program.Planned and executed educational events. Provided coaching to family and international students. Provided problem-resolution facilitation. Partnered with the public school system to ensure the education, safety and well-being of international exchange students. Worked with exchange students, their host families and schools to ensure required learning was scheduled and completed.

Coldwater, Mi, Branch County Area Schools, Remote, Hybrid

Managed $1 million endowment. Hired and managed an assistant. Participated in grant making, writing, reporting and trending. Managed a youth board council of 12-15 teens/youth. Facilitated grant making and writing training. Frequent presentation to the elder board on behalf of the Youth Advisory Council. Planned, marketed and held events ranging from blanket making and donation to local hospitals and charities, to ticketed concert events.Worked with vendors and supplies for event needs, such as: talent, refreshments, merchandise, ticket sales, marketing, printing, volunteers, etc. Created monthly meeting agendas and supported youth delivery. Responsible for recruitment of new members and member retention.Ran and designed recruitment booths and materials, which were held at local schools and events. Attended annual YAC conference.Facilitated Youth council elections and placement.Created and curated Youth Officer roles and functions.

Byron Center, Michigan, United States

Assisted existing customers through telephone and online chat functions. Call center operational success and risk management. Dispute, escalation and complaint entry and reconciliation.Daily, weekly, monthly and as needed report and KPI auditing.Identify customer needs through conversation and relationship review. Relationship servicing and maintenance.Evening shift scheduling and leadership task. Partnering with various lines of business for client servicing needs.

Coldwater, Michigan, United States

Branch operational success and risk management. Vault, cashbox and ATM reconciliation.Daily, weekly, monthly and as needed report and cash auditing. Cash ordering and handling.Customer account servicing and maintenance.Identify opportunities for relationship expansion.Needs assessment conversation and financial wellness identification.Complete transactional request.

Coldwater, Michigan, United States

Cash handling and balancing. Customer transaction request.Relationship maintenance. Referrals to business partners for sales and service.

Camden, Michigan, United States

Assisted customers in-person with transactional, servicing or partner requests. Branch operational success and risk management. Dispute, escalation and complaint entry and reconciliation.Daily, weekly, monthly and as needed report and KPI auditing.Relationship servicing and maintenance.Partnering with various lines of business for client servicing needs.Vault, cashbox and ATM reconciliation.Daily, weekly, monthly and as needed report and cash auditing. Cash ordering and handling.Identify opportunities for relationship expansion through conversation and relationship review.

Hillsdale, Mi

Certification: Forklift DriverData entry utilizing SAP tracking system providing output to logistic partners for ordering.Management of daily materials usage to ensure facilitation of reordered goods and waste. Weekly cycle counting to ensure inventory control and reporting of inefficiencies and waste. Problem solving for inefficiencies, such as: missing materials, miscounted materials or materials usage reported incorrectly. Data analysis in order to streamline production and increase ROI.

Master Of Business Administration (M.B.A.), Strategic Leadership

Dual Major/Concentration Living Case Study: Early Childhood Development Program Marketing

Master Of Business Administration (M.B.A.), Organizational Management

Dual Major/Concentration Living Case Study: Early Childhood Development Program Marketing

Internship, Design, Sales, Networking And Marketing.

Activities and Societies: Mathews, Inc. dealer and licensing conference.Partnership with Easy-Eye Archery Products, Inc. (EEAP). Designed.

Bachelor Of Arts (B.A.), Visual Communications

Activities and Societies: Cross-Cultural Experience, Chicago, IL. Studies included cultures such as: Middle Eastern, Mexican, Greek.

General Studies

Activities and Societies: 3-Year Member of Autonomous Learning Method (ALM)Additional Concentrations: Independent studies, journalism.