Malerie Redmond
Jacksonville,FL
Summary
Customer-focused operations and contact center professional with 14+ years of experience in customer service, supervision, and process improvement across regulated industries. Skilled in leading teams, coaching associates, and optimizing workflows to achieve departmental goals. Proven track record in conflict resolution, escalations management, and building strong customer relationships. Adept at balancing performance metrics with quality service delivery while fostering team engagement and professional growth. Proficient in Microsoft Office Suite, CRM systems, and compliance protocols (HIPAA, FDCPA).
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Specialist – Preferred Members
Avis Budget Group
04.2024 - Current
- Assisted in resolving conflicts or issues between customers and staff, fostering a positive work environment.
- Trained new employees on company policies, software usage, sales techniques, and customer service best practices.
- Educated customers on rental policies, procedures, and fees while maintaining excellent customer relations.
- Coordinated closely with other departments such as maintenance cleaning teams optimize vehicle turnover times enhance overall client experience.
- Conducted thorough inspections of vehicles before and after rentals, minimizing damage claims and maintaining fleet quality.
Utilization Management Technician
AmeriHealth Caritas
12.2023 - Current
- Conduct utilization management reviews to evaluate medical necessity, appropriateness of care, and adherence to clinical guidelines.
- Collaborate with providers to facilitate timely authorizations and escalate complex cases requiring physician review.
- Analyze medical records and clinical data to ensure compliance with Medicare, Medicaid, and commercial payer requirements.
- Communicate determinations clearly with evidence-based rationales, balancing patient needs with regulatory standards.
- Consistently exceeded performance goals by processing 100+ cases daily in a remote high-volume environment, while meeting accuracy, quality, and turnaround standards.
Deposit Operations Specialist
Ally Financial
08.2022 - 10.2023
- Processed new accounts, Roth IRAs, and Certificates of Deposit (CDs), including account openings/closures and providing accurate terms to customers.
- Handled 50+ customer calls nightly in a remote environment, consistently maintaining a 100% quality score.
- Processed wires and certified checks via an online banking platform, ensuring accuracy, timeliness, and compliance with regulatory requirements.
- Researched and fulfilled legal requests including subpoenas, garnishments, and power of attorney approvals, while ensuring proper documentation and compliance.
- Conducted fraud prevention activities such as signature verification on high-value transactions and supported process/policy updates to strengthen operational controls.
Loan Processor
Ally Financial
08.2019 - 08.2022
- Reviewed and audited contracts and loan documents for accuracy, completeness, and compliance with state and company requirements.
- Collected, verified, and organized applicant information and documentation to support loan approvals and timely processing.
- Partnered with underwriters, sales teams, dealerships, and title companies to resolve discrepancies and ensure smooth loan closings.
- Ensured compliance with regulatory standards and internal policies through detailed auditing and quality control.
- Delivered customer support by addressing inquiries, obtaining missing documentation, and assisting with title or loan-related concerns.
Internal Audit & Compliance Specialist
Ally Financial
01.2018 - 08.2019
- Conducted compliance audits of customer fulfillment processes, identifying control gaps, ensuring adherence to internal policies, and tracking findings through resolution.
- Partnered with compliance and operations teams to implement corrective measures, streamline workflows, and enhance regulatory compliance.
- Served as a Subject Matter Expert (SME) on the customer fulfillment process, providing guidance to peers and contributing to training and knowledge-sharing initiatives.
- Prepared audit reports and presented findings to management, providing actionable recommendations that strengthened internal controls and improved overall efficiency.
Customer Care Specialist
Ally Financial
03.2015 - 01.2018
- Handled escalated customer inquiries with professionalism and accuracy.
- Improved accuracy of documentation audits, reducing errors by 20%.
- Streamlined workflows, cutting processing time by 15%.
Collections Escalation Specialist
Ally Financial
08.2014 - 03.2015
- Resolved escalated client issues and executive-level complaints with accuracy and professionalism, ensuring timely and satisfactory outcomes.
- Conducted in-depth research on complex account and transaction discrepancies, serving as a trusted escalation resource beyond standard procedures.
- Partnered with cross-functional teams (Legal, Fraud, and Process Specialists) to investigate root causes and implement effective solutions.
- Delivered subject matter expertise on Citi products, services, and policies, supporting clients and coaching associates on escalated cases.
- Identified trends in client escalations and provided feedback to leadership, driving process improvements and enhancing customer satisfaction.
Collection Specialist
Citibank
03.2014 - 08.2014
- Conducted customer outreach via phone and digital channels to resolve overdue credit card, loan, and mortgage accounts.
- Negotiated payment plans and settlements on high-risk and escalated accounts using advanced negotiation strategies.
- Managed a portfolio of delinquent accounts, maintaining accurate documentation, account updates, and payment tracking.
- Ensured compliance with institutional policies and federal/state regulations, including FDCPA requirements.
- Supported process improvements and coached junior collectors, enhancing team efficiency and performance.
Fraud Risk Specialist
Citibank
04.2012 - 03.2014
- Reviewed and assessed suspicious transactions, scams, and fraud cases in accordance with established procedures.
- Analyzed transaction data to identify patterns, anomalies, and emerging fraud trends, supporting proactive risk detection.
- Mitigated potential losses by balancing risk/reward in decision-making while ensuring compliance with regulations and company policies.
- Accurately documented fraud referrals, updated system records, and maintained detailed case files for audit readiness.
- Escalated critical issues to management with transparency and provided strong customer service support to affected clients.
Education
High School Diploma -
A. Philip Randolph Career Academies
Jacksonville, FL06.2011
Skills
- Team Leadership & Coaching
- Contact Center Operations & Escalation Management
- Customer Engagement & Relationship Building
- Performance Monitoring & Reporting
- Conflict Resolution & Problem Solving
- Scheduling & Workflow Optimization
- Compliance & Confidentiality (HIPAA, FDCPA)
- Microsoft Word, Excel, PowerPoint, Tableau
Accomplishments
- Consistently met or exceeded processing deadlines while maintaining 100% compliance accuracy.
- Successfully resolved high-priority escalations, improving customer satisfaction scores.
- Streamlined administrative workflows, reducing processing time by 15%.
- Improved accuracy of documentation audits, reducing errors by 20%.
Certification
Certified Public Notary – State of Florida (Active)
Timeline
Customer Service Specialist – Preferred Members
Avis Budget Group
04.2024 - Current
Utilization Management Technician
AmeriHealth Caritas
12.2023 - Current
Deposit Operations Specialist
Ally Financial
08.2022 - 10.2023
Loan Processor
Ally Financial
08.2019 - 08.2022
Internal Audit & Compliance Specialist
Ally Financial
01.2018 - 08.2019
Customer Care Specialist
Ally Financial
03.2015 - 01.2018
Collections Escalation Specialist
Ally Financial
08.2014 - 03.2015
Collection Specialist
Citibank
03.2014 - 08.2014
Fraud Risk Specialist
Citibank
04.2012 - 03.2014
High School Diploma -
A. Philip Randolph Career Academies
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