LADAJAH SWAN
Business Analyst
Katy,Texas
Summary
Detail-oriented and analytical professional with a diverse background in customer service, quality inspection, and exam proctoring. Seeking a challenging Business Analyst role to leverage skills in data analysis, process improvement, and customer relationship management. Strong problem-solving abilities and a passion for optimizing workflows to improve business outcomes.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Proctor
NRG Group - Pearson Vue Authorized Test Center
Katy
01.2024 - Current
- Administered exams for various professional certifications, ensuring adherence to strict policies and procedures to maintain integrity
- Monitored test environments for compliance with regulations and swiftly addressed any incidents or discrepancies
- Provided exceptional customer service by guiding test-takers through the exam process, resolving technical issues, and answering inquiries
- Maintained detailed records of exams, candidate results, and operational processes, ensuring accuracy and confidentiality.
Quality Inspector
Stellantis
Detroit
05.2022 - 04.2023
- Conducted detailed inspections of vehicles and components at various stages of the production process to ensure compliance with quality standards
- Collaborated with engineering and production teams to identify defects and recommend corrective actions to improve manufacturing processes
- Used data collection tools to track quality metrics, report findings, and monitor trends, contributing to continuous improvement efforts
- Ensured that all safety and quality protocols were strictly followed during the inspection process.
Auditor
Rocket Mortgage
Remote Detroit
01.2020 - 08.2021
- Acted as the primary point of contact for clients seeking mortgage support, addressing inquiries regarding loan applications, terms, and payment processes
- Analyzed customer needs to provide tailored mortgage solutions and facilitated communication between loan officers, underwriters, and clients
- Managed high-volume inbound and outbound calls, ensuring timely and accurate responses to inquiries while maintaining client satisfaction
- Utilized CRM systems to document customer interactions and track the progress of loan applications.
Education
Southeastern High School
Detroit, MI06.2014
Skills
Business Analysis: Requirements gathering, process modeling, gap analysis, stakeholder management
Customer Service: CRM tools, conflict resolution, client communication
Data Analysis: Data collection, trend analysis, reporting
Process Improvement: Workflow optimization, root cause analysis, continuous improvement
Technical Skills: Microsoft Office Suite (Excel, Word, PowerPoint), CRM systems, data entry
Certification
Pearson Vue Proctoring Certificate
Professional Development
- Completed training on process improvement and customer service best practices.
- Participated in internal workshops on quality inspection methodologies and process optimization.
References
Available upon request
Timeline
Proctor
NRG Group - Pearson Vue Authorized Test Center
01.2024 - Current
Quality Inspector
Stellantis
05.2022 - 04.2023
Auditor
Rocket Mortgage
01.2020 - 08.2021
Southeastern High School