Earnestine Collins
Virginia Beach,VA
Summary
A dynamic Customer Service Executive with a strong background in Collections seeking to target a Client Support and Administrative role with a progressive company. Demonstrated track record of success in increasing a business' bottom line by empowering account representatives via coaching & mentorship. Expertise lies in Account Management within the finance arena. Employs a high level of professionalism when representing company brands and excels in diffusing escalated and irate client situations.
Overview
11
11
years of professional experience
Work History
Resolutions Manager
Spring Oak Capital
Chesapeake, VA
01.2022 - 09.2024
- Managed a team of 10-15 collectors by setting expectations and providing necessary resources and support needed to achieve desired results.
- Compiled weekly and monthly reports detailing key metrics such as total number of active accounts assigned per collector and average time taken per call.
- Researched credit reports, payment histories, and legal documents to identify potential solutions for customers unable to make payments.
- Collaborated with other departments, such as accounting and legal, to resolve customer disputes or inquiries quickly and accurately.
Financial Recovery (Team Lead)
CKS Financial
Chesapeake, VA
04.2019 - 12.2021
- Trained new employees on the importance of remaining in compliance with state and federal laws governing debt collection practices.
- Empowered team members to build customer satisfaction and loyalty, to support retention and growth.
- Resolved escalated disputes between customers and the company concerning collections matters.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Account Manager
The Law Office of Richard Sokoloff
Ronkonkoma, NY
02.2014 - 03.2019
- Located and notified customers of delinquent accounts by mail, telephone, or correspondence to solicit payment.
- Negotiated payment plans with delinquent account holders to facilitate debt resolution.
- Managed account receivable functions, including invoice processing, payment posting, and reconciliation.
- Developed collection methods to exceed company financial goals.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
Education
Some College (No Degree) -
Suffolk Community College
Brentwood, NYSkills
- Coaching and Mentoring
- Conflict resolution skills
- Time Management
- Cross-functional team leadership
- Attention to Detail
- Negotiation
- Written Communication
- Proficiency in Microsoft Word
Timeline
Resolutions Manager
Spring Oak Capital
01.2022 - 09.2024
Financial Recovery (Team Lead)
CKS Financial
04.2019 - 12.2021
Account Manager
The Law Office of Richard Sokoloff
02.2014 - 03.2019
Some College (No Degree) -
Suffolk Community College
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