Earnestine Collins
Norfolk,Virginia
Summary
Service-oriented professional with strong communication skills and experience in customer support and problem resolution. Skilled in listening, gathering information, documenting requests, and delivering accurate guidance. Committed to enhancing resident access to city services as a Citizen Service Advisor Trainee at the City of Norfolk.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
KED Hauling
Suffolk, Virginia
01.2022 - 12.2025
- Responded to high-volume customer inquiries through phone, email, and in-person interactions, ensuring timely and accurate information delivery.
- Resolved issues by researching information, coordinating with internal departments, and adhering to established procedures.
- Achieved performance metrics for call quality, response time, and customer satisfaction, supporting overall service excellence.
- Maintained calm and professional demeanor while assisting frustrated customers, contributing to positive customer experiences.
- Documented customer concerns and service requests in internal systems, ensuring accurate record-keeping for effective resolution.
Collelctions Representative
Spring Oaks Capital
Chesapeake, Virginia
02.2021 - 01.2022
- Responded to high‑volume customer inquiries via phone, email, and in person, providing timely and accurate information to enhance customer experience.
- Documented customer concerns and service requests in internal systems, ensuring high accuracy and detail for effective follow-up.
- Resolve issues by researching information, coordinating with internal departments, and following established procedures.
- Maintained calm, professional demeanor while assisting frustrated or distressed customers, contributing to positive resolution outcomes.
- Consistently meet performance metrics including call quality, response time, and customer satisfaction.
Sr Collections Representative
Pra
Norfolk, VA
09.2006 - 01.2016
- Conducted inbound and outbound calls to customers regarding past due accounts.
- Identified delinquency reasons and reviewed credit sales or service agreement terms.
- Explained consequences of non-payment and clarified options for resolution.
- Documented account activities, including conversations and payment commitments, in financial tracking system.
- Processed payments and updated account information to maintain accurate status.
- Ensured compliance with Fair Debt Collection Practices Act during all interactions.
- Negotiated payment plans and settlements in line with PRA Group policies.
- Maintained detailed notes to support compliance and facilitate follow-up actions.
Education
High School Diploma -
Wyandanch Memorial High School
Wyandanch, NY06-1976
Skills
- Customer service
- Call Center & Multi-Line Phone Systems
- Conflict resolution
- Data Entry & Case Documentation
- Problem-solving & Resource Coordination
- City services knowledge
- Computer literacy
- Professional Communication (verbal & written)
Timeline
Customer Service Representative
KED Hauling
01.2022 - 12.2025
Collelctions Representative
Spring Oaks Capital
02.2021 - 01.2022
Sr Collections Representative
Pra
09.2006 - 01.2016
High School Diploma -
Wyandanch Memorial High School