Kelly Salloum Email & Phone Number

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.
• 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.

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.

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.

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

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