Iessha Ford
Riverdale
Summary
Professional with strong background in Data Analysis, skilled in generating comprehensive reports and actionable insights. Known for effective teamwork and adaptability to dynamic environments. Highly proficient in data visualization tools, SQL, and Excel. Reliable and results-driven, bringing focus on accuracy and collaboration to meet organizational goals.
Overview
14
14
years of professional experience
Work History
Report Analyst
CarMax
10.2023 - Current
- Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.
- Improved report accuracy by streamlining data collection and validation processes.
- Collaborated with cross-functional teams to gather and analyze data, identifying trends and insights.
- Conducted thorough quality checks on all reports, ensuring accurate and reliable results.
- Served as a subject matter expert on report generation tools, providing guidance to colleagues and stakeholders alike.
- Assisted in the development of KPIs and performance metrics, providing a clear framework for measuring success.
- Proactively communicated findings with relevant stakeholders through clear explanations and visualizations.
- Provided ongoing support to users of reporting systems, troubleshooting issues as needed.
- Optimized reporting systems for faster access to critical business information.
Customer Marketing Operations Manager
Bank Of America
06.2015 - 09.2023
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Managed marketing budget and associated P&L to develop and execute marketing strategies, budgets, and sales plans for business segments.
- Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
- Created company brand messaging, collateral materials, customer events, promotional strategies and product commercialization.
- Managed workflow between staff, coordinating documents, planning and creative material distribution.
- Maintained complete database of files, contacts and project materials.
- Kept organized tracking documents detailing assignments, in-progress work and completed project milestones.
- Handled day-to-day customer contact via phones, faxes and emails.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Default Resolution Specialist
Regions Bank
04.2013 - 08.2015
- Researched routine and complex problems in order to develop effective solutions.
- Followed established company standards and [Type] guidelines in all actions.
- Updated accounts, organized paperwork and generated documents.
- Performed skip tracing to locate borrowers and collect on outstanding student debt.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Prepared written opinions or decisions regarding cases.
- Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties.
- Informed parties of relevant laws, regulations and constraints for cases.
Pre-Authorization Supervisor
Cigna
02.2011 - 06.2015
- Supervised ongoing daily production phases.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Kept accurate and detailed records of personnel progress and productivity.
- Implemented policies and standard operating procedures for continuous improvement.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Fielded concerns surrounding patients and care, liaising between physician, patient and insurance company.
Customer Service Supervisor
Wells Fargo Home Mortage
09.2012 - 03.2013
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Resolved account issues to build rapport and relationships with clients.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created customer support strategy to increase customer retention.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Education
Bachelor of Science - Business Administration And Management
Strayer University
Washington, DC05.2026
High School Diploma -
Middle College High
05.2002
Skills
- Client Meetings
- Product Development
- Campaign Management
- Department Development
- External Communications
- Lead Generation Management
- Professional Relationships
- Brand-Building Strategies
- Staff Management
- Customer Relationship Management
- Microsoft Excel
- Data-driven decision making
- Skip tracing techniques
- Training and mentoring
Timeline
Report Analyst
CarMax
10.2023 - Current
Customer Marketing Operations Manager
Bank Of America
06.2015 - 09.2023
Default Resolution Specialist
Regions Bank
04.2013 - 08.2015
Customer Service Supervisor
Wells Fargo Home Mortage
09.2012 - 03.2013
Pre-Authorization Supervisor
Cigna
02.2011 - 06.2015
High School Diploma -
Middle College High
Bachelor of Science - Business Administration And Management
Strayer University
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