Kelly Salloum Email & Phone Number

Washington, Dc, Us

Washington, District Of Columbia, United States

• Lead the implementation of new RiskExec clients by conducting training sessions and assisting them with the import of their data into RiskExec.• Conduct refresher training for existing RiskExec clients.• I am the Account Manager for 31 clients. I maintain regular (bi-weekly, monthly, or quarterly) check-in calls with each client to keep them up to date on any enhancements to the software and address any questions or concerns they may have.• Receive all incoming support phone calls from clients and respond to 75% of the support tickets submitted by clients via Zendesk.• Complete all annual information security due diligence questionnaires for all 100 RiskExec clients.• Compile and present an analysis of all client support activities to upper management on a quarterly basis, along with deliverables based on my findings.• Perform all quality assurance testing for the development team before each bi-weekly software release to ensure all new features and enhancements are working as intended.• Update Help Center content before every release to reflect any changes made to RiskExec• Create user guides and video tutorials for new RiskExec features.• Escalate client issues and enhancement requests to the development team by creating tickets in JIRA.

Washington, District Of Columbia, United States

• Received all incoming support phone calls from clients and responded to all support tickets submitted by clients via Zendesk. • Implemented a process for categorizing and organizing client support tickets. • Wrote all copy for an interactive Help Center for clients using Zendesk’s Knowledge Base feature.• Created a communication plan for notifying clients about the Help Center being released.• Audited all solved support tickets and reached out to agents who do not label or categorize their tickets properly• Compiled and presented analyses of all client support activities to upper management on a quarterly basis, along with deliverables based on my findings. • Performed all quality assurance testing for the development team before every release to ensure all new features and upgrades are working as intended.• Updated Help Center content before every release to reflect any changes made to RiskExec.• Created user guides and video tutorials for new RiskExec features. • Escalated client issues and enhancement requests to the development team by creating tickets in JIRA.

Washington, District Of Columbia, United States

• Worked with New Product Development, Legal, Customer Service, and the development team to write the requirements for a new compliance check software.• Led the quality assurance testing of Asurity’s loan document package software UI re-skin.• Performed testing and presented a gap analysis to the development team, upper management, and partner companies when we integrated our document package infrastructure with an external loan origination software. • Worked with the Application Support Analyst to complete a gap analysis of what regression tests were needed for RiskExec.• Wrote new RiskExec regression tests and edited hundreds of old tests. • Audited issues submitted to JIRA to make sure team members had provided enough information for the developers to complete the task.

Fulton, Maryland

MLO NMLS #1496297• Maintained a license as a Mortgage Loan Originator in 18 states.• Created loan scenarios that complied with all underwriting guidelines as well as fit my customers’ needs.• Provided comprehensive support to customers throughout the loan process.• Managed and ensured completion of mortgage application requirements with varying deadlines for all customers.• Led Quality Control sessions to ensure all team members complied with company, state, and federal guidelines.• Adapted to frequent changes in the housing market and company policies, while maintaining the highest level of customer service to my customers.• Coordinated with the processing team and external third-party service providers to process and close loans.

Washington D.C. Metro Area

• Monitor and analyze data aggregated by our POS software and provide our customers with data reports• Writing all content for two new company websites • Schedule and conduct business development meetings with Macy’s, a customer of Ace Caliber • Use Octopus Deploy to manage customer content • Manage relationships with customers• Manage tech support

Washington D.C. Metro Area

• Composed a blog series cumulatively viewed thousands of times as part of a holiday marketing campaign• Curated weekly blogs to gain exposure for the company

Greater Boston Area

• Designed and built an internal website for industrial chemical company, ChemStation, using Squarespace

Washington D.C. Metro Area

• Revitalized SocialRadar’s communication plan and rewrote the email and push notifications app users receive• Managed the tech support system and communicate with app users• Designed an email template and submitted it to a third party company to be built • Set up and conducted sales calls with advertising representatives • Coordinated and wrote a DC tech blog series that were cumulatively viewed thousands of times and featured 36 influencers in DC tech • Assisted in designing Developer’s Decision Journey for the SocialRadar SDK • Managed social media accounts and engage with followers

Washington D.C. Metro Area

• Edited and created copy for Facebook and Twitter ads• Researched and found best practices for showcasing the SocialRadar app in the Apple Store and presented findings to the marketing team• Compiled location data for backend location database• Corresponded with and organized 9 tech presenters for a DCtech Meetup event • Managed our social media accounts and engaged with followers• Managed the tech support system and communicated with app users