CYNTHIA L. MCGRIFF
Durham,NC
Summary
Hardworking and reliable Team leader focused on going above and beyond to support team and serve customers. Trained in Sales and offering top-notch customer service abilities. Motivated to continue to learn and grow with your company. Goal-oriented sales customer service and sales leader with 15 years of experience in successful sales and negotiation. Navigate customers' complex financial situations resulting to resolve delinquent accounts. Recognized for having great customer service and data organization skills. Dedicated manager focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks.
Overview
30
30
years of professional experience
Work History
Sales Associate
NORDSTROM, SouthPark Mall
Durham, NC
04.2024 - Current
- Located and notified customers of delinquent accounts by telephone, mail and in-person visits to solicit payment
- Conferred with customers by telephone or in-person to determine reasons for overdue payments and to review terms of sale and credit conditions
- Arranged for debt repayment and established repayment schedules based on customers' financial situations
- Used persuasive communication skills to obtain payments from customers
- Negotiated settlements and payment agreements with customers
- Arranged suitable payment options after making contact with debtors
- Utilized skip-tracing methods to find debtors
Collections Agent
Source Receivables Management LLC
Greensboro, NC
03.2017 - 11.2023
- Conducted skip-tracing activities to locate delinquent customers.
- Assisted in the development of strategies to improve collections process efficiency.
- Provided guidance on legal matters concerning collection procedures.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Monitored customer accounts for changes in financial status or contact information.
- Resolved complex issues that arose during the collections process.
- Attended weekly meetings with internal departments to discuss progress on collections efforts.
- Updated account status records and collection efforts.
- Contacted customers and explained debt management to encourage timely debt payments.
NORDSTROM
CHARLOTTE, NC
10.2011 - 03.2017
- Created ultimate customer buying experience with outgoing and approachable personality
- Provided pricing details and upsold promotional options to buyers
- Managed customer inquiries and concerns about products and services
- Maintained up-to-date knowledge about products and promotions
CITI CARDS
GREENSBORO, NC
02.2006 - 10.2011
- Answered inbound calls to greet and assist customers with various needs and questions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Resolved product and service issues promptly
- Built strong knowledge of product line to assist customers in selecting products
- Addressed customer concerns and complaints and resolved issues promptly
- Communicated with clients over phone, email and chat platforms
AMERICAN EXPRESS
GREENSBORO, NC
09.1999 - 03.2011
- Delivered sales presentations to highlight product and service benefits
- Guided team progress by reinforcing goals and objectives and setting clear expectations surrounding policies and procedures
- Monitored and analyzed key performance metrics to evaluate effectiveness of sales strategies and identify areas for improvement
- Restored satisfaction by quickly resolving customer complaints with acknowledgment and tactful communication
Collections Agent
Bank of America
Greensboro, NC
03.1995 - 08.1999
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Recorded information about status of collection efforts.
- Received payments and posted amounts to customer accounts.
- Accepted and processed customer payments and applied toward account balances.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Answered customer questions regarding account discrepancies or problems.
- Monitored aging reports to prioritize collection efforts on overdue accounts.
- Conducted detailed account audits to identify discrepancies and resolve billing issues.
- Prepared and sent out demand letters and collection notices to delinquent accounts.
- Tracked and reported on collections activity and performance metrics to management.
- Managed daily operations in collections department to ensure timely debt recovery.
- Negotiated payment plans with delinquent account holders to facilitate debt resolution.
- Collaborated with customer service teams to address and resolve debtor inquiries.
- Utilized collections software and databases for efficient account management.
- Ensured compliance with federal and state collections laws and regulations.
Education
High School Diploma - BUSINESS ADMINISTRATION
Asheboro High School
Asheboro, NC05.1992
BUSINESS ADMINISTRATION
RANDOLPH COMMUNITY COLLEGE
ASHEBORO, NCBUSINESS ADMINISTRATION
GUILFORD TECHNICAL COMMUNITY COLLEGE
GREENSBORO, NCSkills
- Negotiation
- Process payments
- Networking
- Problem-solving
- Sales Negotiation
- Teamwork
- Complex problem solving
- Coordinate payment plans
- Task prioritization
- Update accounts
- Trace delinquent customers
- Team leader experience
- Data entry proficiency
- Goal-Oriented
- Payment plan development
- Account Management
- Call center experience
- Customer research
- Collections best practices
- Patience and Persistence
- Following conversation scripts
- Persuasion techniques
- Performance improvement techniques
- Payment Acceptance
- Performance Improvements
Timeline
Sales Associate
NORDSTROM, SouthPark Mall
04.2024 - Current
Collections Agent
Source Receivables Management LLC
03.2017 - 11.2023
NORDSTROM
10.2011 - 03.2017
CITI CARDS
02.2006 - 10.2011
AMERICAN EXPRESS
09.1999 - 03.2011
Collections Agent
Bank of America
03.1995 - 08.1999
High School Diploma - BUSINESS ADMINISTRATION
Asheboro High School
BUSINESS ADMINISTRATION
RANDOLPH COMMUNITY COLLEGE
BUSINESS ADMINISTRATION
GUILFORD TECHNICAL COMMUNITY COLLEGE
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