Summary
Overview
Work History
Education
Skills
Timeline
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Cynthia Armstrong

Fountain Inn,SC

Summary

Dynamic Loss Mitigation Specialist at TD Bank with proven negotiation expertise and a strong focus on customer service. Successfully managed high-volume caseloads, implementing targeted strategies that reduced financial risk. Recognized for exceptional problem-solving skills and attention to detail, enhancing client satisfaction and fostering positive relationships with external partners.

Overview

11
11
years of professional experience

Work History

Loss Mitigation Specialist

TD Bank
07.2023 - 10.2024
  • Remained updated with latest information related to Auto Finace products and services being offered.
  • Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
  • Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
  • Maintained strong relationships with external partners such as attorneys, insurance companies, and dealers to facilitate seamless cooperation during the loss mitigation process.
  • Played a key role in reducing the organization''s overall exposure to financial risk by successfully implementing targeted loss mitigation strategies that minimized potential losses on troubled loans.
  • Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
  • Improved client satisfaction levels by providing prompt and efficient assistance in resolving financial challenges.

Collections Agent

TD Bank
04.2022 - 07.2023
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
  • 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.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solution.

Customer Service Representative

Alorica
09.2019 - 09.2021
  • 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • 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.

Shift Manager

Five Guys
02.2018 - 09.2019
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Excelled in every store position and regularly backed up front-line staff.

Barn Manager

RMK Stables
05.2013 - 02.2018
  • Managed daily barn operations, ensuring efficient workflow and optimal use of resources.
  • Enhanced overall facility cleanliness with thorough sanitation processes and regular inspections.
  • Monitored overall health and well-being of up to 14 horses, paying attention to signs of concern.
  • Coordinated scheduling for veterinary visits, farrier appointments, and other essential services to maintain equine health and wellbeing.
  • Sourced high-quality feed supplies at competitive prices, contributing to healthy horses and reduced costs.
  • Collaborated with trainers in designing individualized exercise programs tailored to each horse''s specific needs.
  • Conducted regular assessments of farm infrastructure to identify necessary repairs or improvements that would enhance its functionality.
  • Preserved property by mowing, plowing and moving hay to proper storage locations.

Education

Associate of Applied Science - AI Software Engineering

Maestro
09-2026

High School Diploma -

Hillcrest High
Simpsonville, SC
05-2010

Skills

  • Default management
  • Collections experience
  • Negotiation expertise
  • Coordinating records
  • Customer service
  • Problem-solving
  • Attention to detail
  • Multitasking Abilities

Timeline

Loss Mitigation Specialist

TD Bank
07.2023 - 10.2024

Collections Agent

TD Bank
04.2022 - 07.2023

Customer Service Representative

Alorica
09.2019 - 09.2021

Shift Manager

Five Guys
02.2018 - 09.2019

Barn Manager

RMK Stables
05.2013 - 02.2018

Associate of Applied Science - AI Software Engineering

Maestro

High School Diploma -

Hillcrest High

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