Cynthia Mcgriff
Durham,NC
Summary
Dedicated sales associate with a strong focus on exceptional customer service and relationship building. Proven ability to enhance client satisfaction and drive sales through effective communication and teamwork.
Results-driven professional with extensive experience in customer service and collections. Known for strong problem-solving skills and adaptable communication strategies that foster positive client relationships and achieve sales goals.
Dynamic sales associate recognized for delivering exceptional customer experiences and building lasting client relationships. Committed to leveraging strong teamwork and goal-oriented approach to drive sales growth and enhance customer loyalty.
Overview
1
1
Certification
26
26
years of professional experience
Work History
Sales Associate
Nordstrom
Durham, NC
02.2023 - Current
- Delivered exceptional customer service to enhance shopping experience and foster client relationships.
- Managed inventory levels through accurate tracking and replenishment processes.
- Assisted in visual merchandising to create appealing product displays and drive sales.
- Maintained up-to-date product knowledge to inform customers and facilitate informed purchasing decisions.
- Trained new associates on operational procedures, enhancing team efficiency and cohesion.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Managed inventory to ensure product availability, contributing to uptick in sales.
- Engaged with customers through social media platforms to promote store events and new arrivals, expanding store reach.
Collections Agent
Source Receivables Management LLC
Greensboro, NC
03.2017 - 02.2023
- Managed collections for high-volume accounts, ensuring adherence to company policies and compliance regulations.
- Developed effective communication strategies to negotiate payment arrangements with clients positively.
- Analyzed account histories to identify trends and improve collection strategies, enhancing recovery rates.
- Trained new team members on best practices for customer interactions and collections procedures.
- Resolved disputes by effectively mediating between clients and internal departments, fostering positive relationships.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
- Used skip tracing and other techniques to locate debtors.
Sales Associate
Nordstrom
Charlotte, NC
08.2013 - 03.2017
- Collaborated with team members to achieve sales goals and improve store performance.
- Resolved customer inquiries and complaints promptly, ensuring satisfaction and loyalty.
- Implemented feedback mechanisms to gather customer insights and improve service delivery.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
- Monitored sales trends to adjust sales strategies and meet changing customer demands.
- Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
Customer Service Representative
American Express
Greensboro, NC
07.2008 - 08.2013
- Resolved customer inquiries using CRM systems to enhance service efficiency.
- Provided product information and troubleshooting assistance to improve customer satisfaction levels.
- Assisted in training new representatives on customer interaction protocols and service standards.
- Developed process documentation to streamline responses for frequently asked questions.
- Led initiatives to reduce response times, enhancing overall team performance and customer experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Collections Manager
Bank of America
Greensboro, NC
02.2005 - 06.2008
- Led collections strategy to optimize recovery rates across multiple portfolios.
- Developed training programs for team members to enhance negotiation skills and compliance knowledge.
- Streamlined reporting processes using advanced data analytics tools, improving accuracy of financial forecasts.
- Implemented best practices in risk management to minimize delinquency and enhance overall portfolio performance.
- Analyzed collection trends to identify opportunities for process improvements and increased operational efficiency.
- Mentored junior staff on effective collection techniques, fostering a culture of continuous improvement within the team.
- Oversaw compliance with regulatory requirements, ensuring adherence to industry standards in all collection activities.
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Established procedures for collection of past due amounts.
- Contacted customers to discuss late payments and options for remitting amounts due.
Sales Manager
Citi Cards Call Center
Greensboro, NC
01.2000 - 01.2005
- Led sales team to achieve quarterly targets through strategic planning and effective coaching.
- Developed training programs to enhance staff performance and product knowledge.
- Analyzed customer feedback to identify opportunities for service improvement and increased satisfaction.
- Implemented new sales strategies that resulted in improved conversion rates and customer retention.
- Established key partnerships with clients, enhancing relationships and expanding market reach for Citi Cards products.
- Mentored junior sales representatives, fostering a culture of learning and professional development within the team.
- Streamlined reporting processes, enhancing accuracy of sales forecasts and performance tracking.
- Collaborated with marketing teams to align promotional campaigns with sales objectives, driving revenue growth.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
Education
No Degree - Business Administration
Guilford Technical Community College
Jamestown, NCNo Degree - Business Administration
Randolph Community College
Asheboro, NCHigh School Diploma -
Asheboro High School
Asheboro, NC05.1992
Skills
- Customer service
- Teamwork and collaboration
- Time management
- Problem-solving skills
- Multi-tasking strength
- Listening skills
- Problem-solving
- Excellent people skills
- Reliable and punctual
- Goal oriented
- Exceptional customer service
- Relationship building
- Outgoing personality
- Cash handling
- Money handling
- Flexible schedule
- Verbal/written communication
- Client service
- Conflict resolution
- Store opening and closing
- Sales expertise
- Product sales
- Complex Problem-solving
- Meeting deadlines
- Upselling
- Professional demeanor
- Adapt to diverse groups
- Sales training
- Payment processing
- Strategic planning
- Inventory tracking
- Merchandise display
- Sales goals attainment
- Negotiation tactics
- Relationship selling
- Product promotions
- Business development
- Cold calling
- Dispute mediation
- Upselling and cross selling
Certification
I have license in NC for
Life
Health
medicare
Timeline
Sales Associate
Nordstrom
02.2023 - Current
Collections Agent
Source Receivables Management LLC
03.2017 - 02.2023
Sales Associate
Nordstrom
08.2013 - 03.2017
Customer Service Representative
American Express
07.2008 - 08.2013
Collections Manager
Bank of America
02.2005 - 06.2008
Sales Manager
Citi Cards Call Center
01.2000 - 01.2005
No Degree - Business Administration
Guilford Technical Community College
No Degree - Business Administration
Randolph Community College
High School Diploma -
Asheboro High School