Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alton Griffin

Gilbert,AZ

Summary

Experienced in client relationship management, excels at enhancing customer satisfaction through personalized service and strategic account planning. Utilizes negotiation and conflict resolution skills to consistently maintain and renew client contracts, ensuring alignment with business objectives. Track record showcases ability to leverage analytical insights to drive client retention and foster business development.

Overview

11
11
years of professional experience

Work History

Account Manager

CSN Mint
05.2025 - Current
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
  • Implemented CRM system to track client interactions and feedback, leading to more personalized service.

Mortgage Professional II

Mr. Cooper
05.2024 - 03.2025
  • Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
  • Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
  • Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
  • Delivered timely updates on loan status, communicating proactively with all parties involved in each transaction.
  • Developed and maintained relationships with customers, lenders and other third parties.
  • Analyzed potential risks and evaluated loan products to identify suitable options for customers.
  • Utilized CRM software proficiently for tracking leads, organizing client information, and planning follow-up communications.
  • Negotiated favorable terms for borrowers by effectively communicating their financial profiles to lenders.
  • Enhanced overall efficiency of the mortgage department by identifying areas for improvement in workflows and implementing necessary changes.

Mortgage Banker

Loan Depot
01.2024 - 05.2024
  • Sold mortgage solutions to clientele looking for financial assistance
  • Established rapport with clients for retention and lead generation
  • Followed up with clients to assist them through the loan process to ensure full cycle completion
  • Managed files to set up call backs to take advantage of deals and changes in the marketplace
  • Conducted thorough analyses of applicants'' financial status, credit, and property evaluations to determine loan feasibility.
  • Streamlined application processes for faster approvals, ensuring timely closings on mortgage loans.
  • Participated in ongoing training programs to stay up-to-date on industry developments and enhance professional growth.

Mortgage Banker

The Federal Savings Bank
01.2023 - 09.2023
  • Established rapport with customers and actively listened to understand their immediate and latent needs, motivations, and contexts; properly documented customer interactions and captured both personal and financial insights to lay the groundwork for more personalized future interactions
  • Smart selling: Coached and educated customers as needed; provided information on products and services that would benefit the customer, supported an informed decision-making process tailored to the customer’s needs and preferences
  • Fostered long-term relationships with my clients to gain the trust needed for referrals and repeat business inquiries
  • Documented effective sales processes/approaches and regularly shared back with team and leaders; actively contributed to team initiatives and shared goals; supported teammates through peer mentorship and feedback
  • Achieved and exceeded company quotas in a high pressure sales environment by building rapport and being an expert in my field

Mortgage Loan Originator/ Home Advisor

Mr Cooper
03.2021 - 12.2022
  • Fielded and evaluated customer service questions; compared solutions to determine recommendations that best meet customers’ needs and circumstances; performed follow-up to ensure resolution
  • Established rapport with customers and actively listened to understand their immediate and latent needs, motivations, and contexts; properly documented customer interactions and captured both personal and financial insights to lay the groundwork for more personalized future interactions
  • Smart selling: Coached and educated customers as needed; provided information on products and services that would benefit the customer, supported an informed decision-making process tailored to the customer’s needs and preferences
  • Manage pipeline of potential customers at various stages of the refinancing journey; responsible for business development and relationship management
  • Documented learnings and regularly shared back with team and leaders; actively contributed to team initiatives and shared goals; support teammates through peer mentorship and feedback

Debt Consultant

Freedom Financial Network
08.2020 - 03.2021
  • Received and worked fresh leads daily through outbound calls and emails
  • Consulted with our clients on debt relief options to help pay off their consumer debt
  • Enrolled qualified clients in Freedom Debt Relief’s program
  • Educated qualified clients on their financial options based on their needs
  • Completed an application for our customers; pulled credit, and gathered documents for underwriting to facilitate a close within1-2 calls

Account Manager II (SLED)

CenturyLink/Lumen Technologies
10.2019 - 08.2020
  • Desk-based prospecting, selling and account management into assigned customer, meeting assigned monthly sales quotas
  • Proactively solve sales challenges and customer obstacles
  • Delivered a strong value proposition during consultative and transactional selling approaches that maximize sales revenue
  • Prospected and qualified through calls, emails, social media, internal marketing campaigns, call blitzes, follow up, etc
  • Effectively navigated company systems and tools to provide customers with timely quotes, follow up
  • Prepared agendas for every customer call, conduct strong customer meetings and identify opportunities from every sales call
  • Engaged internal resources and support personnel to provide an exceptional customer experience
  • Leveraged the broader sales resource eco-system to drive high impact opportunities
  • Worked with urgency through all aspects of the sales cycle through closing
  • Maintained updated sales stages and accurate notes in Salesforce.com
  • Create and maintain account plans as required
  • Provided activity reports as required
  • Forecast and commit monthly sales volume accurately
  • Attended assigned meeting and participate in all company training requirements
  • Mentored teammates as a senior person on the team and lead by example with a strong attitude, high energy and leadership characteristics.
  • Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.

Account/Sales Manager, Third Party Retail

Cox Communications
10.2017 - 05.2019
  • Recruited, Interviewed, Hired, Trained and Developed Customer Facing Sales Agents in a Quota Based Retail Environment
  • Utilized reporting tools to provide daily reporting for sale agents allowing them to focus on their sales objectives
  • Implemented a new sales culture holding reps responsible for their performance through performance management and servant leadership which helped me increased performance in my territory from67% in2017 to goal to108% in2018
  • Created daily, weekly and monthly action plans to drive performance in specific metrics and WIGs
  • Built and maintained relationships with our national retail partners with up to date reports on performance and conducted meetings centered around strengthening our partnership and driving results
  • Processed commission documentation monthly for our contracted staff insure proper pay for performance
  • Provided1 on1 coaching sessions daily in the field to guide agent to improved performance ensuring job satisfaction
  • Conducted weekly team meetings centered around training agents on the right behaviors, updated product knowledge and recognizing excellence in the performance field

Inside Sales Representative

Cox Communications
07.2014 - 10.2017
  • Handled70 to90 inbound calls daily regarding establishing new accounts or making changes to existing accounts
  • Navigated through multiple databases to provide customers with information used to influence buying decisions
  • Provided feedback on simply fixed issues to establish rapport
  • Met and exceeded monthly goals while adhering to company integrity guidelines

Education

No Degree - Management

Columbus State University
Columbus, GA

Skills

  • Pipeline management
  • CRM proficiency
  • Verbal and written communication
  • Data-driven decision making
  • Product and service sales
  • Relationship management
  • Strategic account development
  • Contract negotiation
  • Quote formulation
  • Teamwork and collaboration

Timeline

Account Manager

CSN Mint
05.2025 - Current

Mortgage Professional II

Mr. Cooper
05.2024 - 03.2025

Mortgage Banker

Loan Depot
01.2024 - 05.2024

Mortgage Banker

The Federal Savings Bank
01.2023 - 09.2023

Mortgage Loan Originator/ Home Advisor

Mr Cooper
03.2021 - 12.2022

Debt Consultant

Freedom Financial Network
08.2020 - 03.2021

Account Manager II (SLED)

CenturyLink/Lumen Technologies
10.2019 - 08.2020

Account/Sales Manager, Third Party Retail

Cox Communications
10.2017 - 05.2019

Inside Sales Representative

Cox Communications
07.2014 - 10.2017

No Degree - Management

Columbus State University

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