Tiana Wright
Las Vegas
Summary
Experienced technology professional with a strong track record in analyzing, developing, and optimizing systems. Recognized for dedication to team collaboration and consistently achieving results. Possesses a high level of adaptability to changing needs, coupled with expertise in data analysis, problem-solving, and project management. Known for reliability, results-driven approach, and readiness to make a significant impact.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Risk Modernization Technology Analyst
Credit One Bank
10.2022 - Current
- Facilitate risk management and data-driven decision-making by providing insights derived from complex data analysis and strategic testing methodologies.
- Develop and implement acquisition strategies using the Strategy Design Studio (SDS), A/B testing, pivot tables, and audit files to optimize customer acquisition and reduce potential risk exposure.
- Leverage SQL, SAS, and advanced Excel techniques to manipulate and analyze large datasets, identify trends, and support evidence-based decision-making in credit risk management.
- Formulate comprehensive testing strategies for Quality Assurance (QA) to validate the accuracy and functionality of risk models and strategies before deployment.
- Produce Business Requirements Documentation (BRD) to clearly define the scope, objectives, and functional specifications for projects, ensuring alignment across teams and stakeholders.
- Collaborate with controls and governance teams to address unresolved risk incidents, ensuring compliance with risk management policies and industry regulations.
- Led efforts to remove erroneous credit inquiries from credit bureau reports, positively impacting customers bank-wide by correcting inaccuracies that could negatively affect their credit scores.
- Work cross-functionally with marketing, product, and model teams to continually enhance acquisition strategies, ensuring alignment with broader business goals and customer satisfaction metrics.
- Act as a key liaison between technical and non-technical stakeholders, translating complex data insights into actionable business strategies.
- Contribute to the ongoing optimization of risk models and strategies, leveraging feedback loops and performance metrics to enhance the effectiveness of credit risk management initiatives.
Senior Credit Analyst
Barclays Bank
08.2021 - 10.2022
- Analyzing Credit bureaus to determine approval or decline for credit card applications
- Outbound calls to clients to gather complex financial information to determine final decisions
- Investigate late payments, and decrease credit limits
- Monthly Financial forecasting for the Credit department
- Financial modeling with the Credit department leadership team
- Prepared monthly reports on portfolio performance for senior management review
- Identified and monitored risks associated with customer accounts
- Developed credit policies and procedures for loan origination, underwriting, servicing, and collections processes
Retention Management
Cox Communications Call Center
11.2017 - 08.2021
- Conducting fact-finding solutions over phone
- Deescalated anger consumers by formulations and conclusions
- Analyzing problems or situations
- Developed and executed customer retention strategies to increase loyalty and reduce customer attrition
- Analyzed customer data to identify trends in usage and satisfaction, then used this information to develop appropriate retention plans
- Created, implemented, and tracked all customer retention programs such as loyalty rewards, discounts, and incentives
- Identified areas where improvements were needed to enhance the customer experience
- Demonstrated commitment to professional development by attending industry conferences and training sessions on best practices in customer retention management.
Data Analyst
Progressive Insurance Call Center
04.2015 - 11.2017
- Analyzed data from customer feedback surveys, identified trends, and recommended solutions to improve customer experience
- Produced monthly reports using advanced Excel spreadsheet functions.
- Conducted detailed analyses of client portfolios and developed actionable recommendations to maximize the return on investment
- Utilized data visualization tools to effectively communicate business insights.
- Researched industry best practices to develop new strategies for improving customer satisfaction levels
Risk Management Coordinator
Verizon Wireless Call Center
03.2010 - 03.2015
- Analyzed issues for high risk customers and develop custom resolution
- Assisted in the development of new procedures that resulted in a more efficient work environment and improved service quality.
- Optimized workflow processes by regularly reviewing team performance metrics and adjusting strategies accordingly.
- Handled escalated customer complaints professionally, working towards mutually agreeable resolutions while preserving the company''s reputation.
- Streamlined operations by implementing process improvements that increased overall efficiency and productivity.
- Worked closely with other departments to develop and implement new strategies designed to improve overall customer satisfaction rates.
Education
B.S - Computer Science, Data Analytics
Southern New Hampshire University
Las Vegas, NV07-2025
A.A. - Business Administration and General Education
Heald College
Rancho Cordova, California03.2008
A.S.S. - Business Administration
Heald College
Concord, California12.2006
Skills
- SAS Proficiency
- Team Collaboration
- Complaint Management
- Consistently Meets Deadlines
- Windows Operating System Expertise
- Data Accuracy Assurance
- Corporate Financial Services
- Team Leadership
- Data Statistical Analysis
- Data Analysis with Pivot Tables
- Risk Management Strategies
- Data Management with SQL
- Troubleshooting and Diagnostics
- Data Extraction
- Data Management
- Controls/Governance
- Data collection
- Technical reporting
- Process Optimization
- Troubleshooting and diagnosis
- Code Troubleshooting
Certification
- SAS Programming
- Doing More with SAS Programming
- Business Science with a concentration in Business Analytics
- Business Analytics with Excel: Elementary to Advance
Timeline
Risk Modernization Technology Analyst
Credit One Bank
10.2022 - Current
Senior Credit Analyst
Barclays Bank
08.2021 - 10.2022
Retention Management
Cox Communications Call Center
11.2017 - 08.2021
Data Analyst
Progressive Insurance Call Center
04.2015 - 11.2017
Risk Management Coordinator
Verizon Wireless Call Center
03.2010 - 03.2015
A.A. - Business Administration and General Education
Heald College
A.S.S. - Business Administration
Heald College
B.S - Computer Science, Data Analytics
Southern New Hampshire University
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