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Kelly Bedard
Information Security Program Manager at Rocket Central Detroit
Roseville, MI, United States
Details
Experience:
2021 : Present
Rocket Central
Information Security Program Manager
2019 : 2021
Rocket Central
Information Security Analyst
Responded to positive and negative client feedback received from various social media platforms.
Created, managed, and maintained a spreadsheet tracker that guaranteed identification of trends in process opportunities with purchase loans.
Contacted clients to get additional clarification on concerns submitted online for loans in all statuses to include origination and servicing.
Meticulously researched client concerns, and addressed areas of improvement in the loan process and team member practices.
Determined which teams to escalate issues to if needed for further research or coaching.
Identified internal process opportunities, and forwarded the feedback to the appropriate leadership.
Submitted reports to Senior Leadership detailing client feedback and research results.
Communicated with escalated clients to deescalate the situation, and assisted them with a quick resolution.
2016 : 2019
Quicken Loans
Social Media Advocate
Communicated any items needed from clients, answered clients questions, and provided clients timely updates and support.
Communicated with clients and other third parties and obtaining the necessary documents to move a loan to closing.
Guaranteed new mortgage loan packages were processed and completed according to established policies and procedures.
Ensured the accuracy of information with clients, and answered questions regarding to the structure and conditions of a file.
Assisted clients through the refinance loan process to ensure a quick progression to closing.
2014 : 2016
Quicken Loans
Client Care Specialist
Provided digital analysis and target development in support of fleet, theater, and national customers.
Performed analysis and target development, and maintained situational awareness of multiple target projects for critical intelligence products that support PACOM, ODNI, Commander 10th Fleet, and USCYBERCOM missions.
Conducted extensive research and analysis, and governed numerous network
operations.
Ensured new analysts received adequate on the job training and became fully certified as Network Exploitation Analysts.
Effectively prioritized and organized workloads in a constantly changing environment to meet daily and weekly schedules.
Positive and enthusiastic, communicated effectively with management at all levels, and directed workers in a manner insuring maximum efficiency.
Arranged and chaired weekly team meetings, focusing on targets & achievements.
Created and presented an excellent image of the team and its service to customers
Coordinated and communicated well with clientele and management at all levels.
2010 : 2014
Navy Information Operations Command
Network Exploitation Analyst
Rocket Central
Information Security Program Manager
2019 : 2021
Rocket Central
Information Security Analyst
Responded to positive and negative client feedback received from various social media platforms.
Created, managed, and maintained a spreadsheet tracker that guaranteed identification of trends in process opportunities with purchase loans.
Contacted clients to get additional clarification on concerns submitted online for loans in all statuses to include origination and servicing.
Meticulously researched client concerns, and addressed areas of improvement in the loan process and team member practices.
Determined which teams to escalate issues to if needed for further research or coaching.
Identified internal process opportunities, and forwarded the feedback to the appropriate leadership.
Submitted reports to Senior Leadership detailing client feedback and research results.
Communicated with escalated clients to deescalate the situation, and assisted them with a quick resolution.
2016 : 2019
Quicken Loans
Social Media Advocate
Communicated any items needed from clients, answered clients questions, and provided clients timely updates and support.
Communicated with clients and other third parties and obtaining the necessary documents to move a loan to closing.
Guaranteed new mortgage loan packages were processed and completed according to established policies and procedures.
Ensured the accuracy of information with clients, and answered questions regarding to the structure and conditions of a file.
Assisted clients through the refinance loan process to ensure a quick progression to closing.
2014 : 2016
Quicken Loans
Client Care Specialist
Provided digital analysis and target development in support of fleet, theater, and national customers.
Performed analysis and target development, and maintained situational awareness of multiple target projects for critical intelligence products that support PACOM, ODNI, Commander 10th Fleet, and USCYBERCOM missions.
Conducted extensive research and analysis, and governed numerous network
operations.
Ensured new analysts received adequate on the job training and became fully certified as Network Exploitation Analysts.
Effectively prioritized and organized workloads in a constantly changing environment to meet daily and weekly schedules.
Positive and enthusiastic, communicated effectively with management at all levels, and directed workers in a manner insuring maximum efficiency.
Arranged and chaired weekly team meetings, focusing on targets & achievements.
Created and presented an excellent image of the team and its service to customers
Coordinated and communicated well with clientele and management at all levels.
2010 : 2014
Navy Information Operations Command
Network Exploitation Analyst
Company:
Rocket Central
Spoken Language:
German
About
Comprehensive experience in computer security and system vulnerabilities.
Proven ability to execute large-scale technical operations, including quality
assurance, testing, tool automation, and change management.
Solid technical skills; consistently delivered quality software solutions on time
and within budget; manage high-performance, multi-cultural teams; establish
goals and monitor progress to meet objectives.
Remarkable proficiency in client relations and internal research resulting in
numerous business improvements.
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