Dedria Mallety
Katy,TX
Summary
Well-versed in the field of customer service with background as Member Service Representative. Experienced in providing top-tier service, resolving complex issues and fostering positive relationships with clients. Strengths include strong verbal communication, problem-solving skills and ability to maintain composure under pressure. Made significant impact in previous roles by improving client satisfaction and retention rates.
Overview
12
12
years of professional experience
Work History
Member Service Representative III
Navy Federal Credit Union
Katy, TX
02.2018 - Current
- Monitored compliance with organizational security protocols when interacting with members.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Verified identity information on new accounts using established procedures.
- Answered incoming calls regarding membership benefits and services.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Handled customer complaints in an efficient and courteous manner.
- Ensured compliance with applicable laws and regulations related to banking operations.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Answered member questions about products and services.
- Enhanced member relationships by providing excellent service during each interaction.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Updated databases with new and modified customer data.
- Delivered quality service by assessing, advising and assisting credit union members.
- Consulted with customers regarding needs and addressed concerns.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Early Stage Collections Agent
Navy Federal Credit Union
Pensacola, FL
09.2017 - 02.2018
- Conducted outbound calls to customers with delinquent accounts in order to collect payments or make payment arrangements.
- Negotiated payment plans with customers based on their financial ability to pay.
- Answered customer inquiries regarding past due accounts and payment arrangements.
- Ensured compliance with applicable laws and regulations governing consumer protection and debt collection practices.
- Recorded and updated customer personal accounts with accurate contact information.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Received payment and posted to appropriate customer accounts.
- Met demands of busy collections group by performing high volume of daily calls.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Advised delinquent customers on strategies for debt repayment.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Customer Service Representative
Gulf Coast Office Products
Pensacola, FL
02.2012 - 09.2017
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed positive relationships with customers through friendly interactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly and efficiently.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Education
Bachelor of Science - Psychology
Troy State University
12-2025
Associate of Arts - Criminal Justice
Pensacola Junior College
05-2005
High School Diploma -
Booker T. Washington Senior High School
06-1995
Skills
- Ability to create and format Excel Spreadsheets
- Quality Control
- Account Management
- Customer Service
- 85 wpm Typing Speed
- Attention to Detail
- Customer Relations
- Policies and Procedures Adherence
- Remote Office Availability
- Inbound Call Management
- Decision-Making
- Call Center Operations
- Teamwork and Collaboration
Timeline
Member Service Representative III
Navy Federal Credit Union
02.2018 - Current
Early Stage Collections Agent
Navy Federal Credit Union
09.2017 - 02.2018
Customer Service Representative
Gulf Coast Office Products
02.2012 - 09.2017
Bachelor of Science - Psychology
Troy State University
Associate of Arts - Criminal Justice
Pensacola Junior College
High School Diploma -
Booker T. Washington Senior High School