Erin MacDonald
Newmarket,ON
Summary
A dedicated Senior Collections Officer and Tutor with a strong track record in resolving complex issues with empathy and professionalism. Known for a patient and understanding approach, strong problem-solving abilities, and interpersonal skills that facilitate effective communication and the development of tailored solutions in challenging circumstances. Passionate about supporting growth and improvement by emphasizing trust and collaboration in every interaction.
Overview
2026
2026
years of professional experience
Work History
Senior Collections Officer
Gatestone & Co. Inc.
06.2024 - Current
- Establish relationships with customers to encourage payment of delinquent accounts
- Work with customers to create debt repayment plans based on their current financial conditions
- Respond to customer inquiries and provide detailed account information
- Maintain accurate records of customer accounts, payments, and payment plans
- Effectively handled between 700 and 1000 accounts at one time
- Process payments in accordance to laws and industry standards
Live-Out Nanny
Private Residence
2024 - 2024
- Supported child in play activities, meals, and snacks, hygiene, and socialization
- Organized and cleaned home after activities by picking up toys and straightening up play room
- Developed and implemented behavior management strategies to minimize indiscipline and guide child in attaining positive behavior
- Supervised child on playground to help develop physical and social skills
- Monitored play activities to verify safety
- Provided developmentally appropriate activities for child and played alongside him
K – 12 & College/University Tutor
Erin’s Elite Tutoring
01.2020 - Current
- Prepare fun, educational, and engaging material to accompany curriculums across Canada and the United States
- Emphasize helping neurodiverse children do better in school
- Assist with school concepts, assignments, and homework
- Help children and adults stay organized and on top of their studies by teaching them executive function and self-regulation skills
- Create invoices for payment
Intermediate and Senior English & Writing Teacher
Reidmount Heritage Language School Inc.
09.2019 - 02.2021
- Prepared fun, educational, and engaging material to accompany curriculum
- Offered tutoring outside of class time for those who needed extra help
- Prepared report cards three times per school year
- Marked and provided insightful comments for all assignments and exams
- Kept in touch with parents regularly
- Conducted productive Zoom lessons during COVID-19 pandemic
- K to Adult In-Home and Online Tutor, Assessed students’ skills and prepared catered lesson plans
- Helped with homework, essay writing, and exam preparation
- Made learning fun, educational, and engaging
- Reported to parents with progress reports after every session
- Encouraged input from students
- Calmed fears about their future
Collections Specialist
Partners in Credit Inc.
2018 - 2020
- Educated customers on their past due accounts
- Efficiently conveyed payment instructions
- Negotiated settlements to close files
- Skillfully skip traced to locate debtors
- Effectively handled between 350 and 400 accounts at one time
- Effectively reviewed and updated notes
- Negotiated monthly payments plans for those in financial need
Telephone Auto Claims Adjuster
Intact Insurance
09.2017 - 02.2018
- Recorded accident details with precision and ease
- Communicated clearly and effectively with third parties
- Made liability decisions on claims using Ontario’s Fault Determination Rules
- Approved or denied claims based on the listed coverages on our insured’s policy
- Delivered bad news with diplomacy and tact
- Issued payments to both insured parties and third parties
- Managed between 150-200+ claims at one time
Collections Officer
Bill Gosling Outsourcing
12.2015 - 08.2017
- Educated customers about interest vs. principal payments on their vehicle, as well as the importance of paying their bill on time
- Demonstrated exceptional phone etiquette
- Trained new employees in negotiation, company policies, and company software
- Processed payments and set up payment arrangements for future dates
- Executed negotiation strategies where I strived to achieve a win-win situation where both parties were satisfied
- Gathered information in advance of contacting the customers to ensure efficient service that was consistent with any company policies, as well as the Fair Debt Collection Practices Act (U.S. legislation)
- Updated accounts with all necessary information to ensure e-files were current
Online English Language Tutor
Italki
01.2014 - 01.2018
- Helped over a dozen professionals prepare themselves for International English Language Testing System (IELTS) and other English assessment tests
- Helped children and adults with their oral and written English language skills
- Developed lesson plans catered to students’ needs and interests
- Edited papers for international students going to college/university
Cashier
Nature's Emporium
11.2009 - 02.2016
- Operated cash register for cash, debit, and credit card transactions with excellent accuracy levels.
- Answered questions about store policies and addressed customer concerns
- Trained new employees on cash
- Demonstrated excellent oral communication and listening skills
- Helped to provide a friendly atmosphere for all customers
- Provided advice on health and nutritional products on request
Customer Service Representative
Value Village
08.2009 - 09.2009
- Efficiently handled and accounted for dozens of transactions per shift
- Delivered prompt service to prioritize customer needs
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Monitored change rooms and ensured that stock was in its proper place
Live-Out Nanny
Private Residence
10.2008 - 03.2009
- Ensured the child got home safely from school
- Established a lasting, professional connection with the parents and child by encouraging open communication and delivering positive feedback
- Played games, worked on puzzles, and listened to music with the child
- Prepared meals and snacks
- Assisted with homework and ensured it was completed
Education
Diploma - Paralegal Studies
Seneca College of Applied Arts And Technology
North York01-2017
Bachelor of Arts - Political Science, Environmental Studies
York University
Toronto, ON01-2014
Skills
- Proficient in Microsoft Word, Excel, Outlook, and PowerPoint
- Working knowledge of legal research software (CanLii, Westlaw, PCLaw, Time Matters, Primafact, and LexisNexus)
- Strong attention to detail
- Experienced in task prioritization
- Strong writing proficiency
- Effective communication skills
- Skilled at managing high-volume tasks
- Attentive listener
- Rapid problem identification and resolution
- Strong organizational abilities
Additional Information
- York University Automatic Entrance Scholarship
MEMBERSHIPS & CERTIFICATIONS
- Alternative Dispute Resolution Certificate (Seneca College- School of Legal, Public & Office Administration)
- CPR and First Aid
Languages
Spanish
Limited Working
PROFESSIONAL DEVELOPMENT
2023
Community Co-Researcher
CIHR Project Grant, Health Services and Policy Research, Remote
“Nothing about me without me: Co-designing mental healthcare improvements with
emerging adults from diverse communities, their families and service providers.”
2017
Intern
P & M Personal Injury Law, Concord, ON
- Assisted with the handling of Accident Benefits claims
- Scheduled Insurer’s Examinations
- Called clients to do follow-ups regarding their current health status
- Electronically and physically filed paperwork
- Drafted professional letters to health professionals and insurance companies
- Maintained confidentiality on all files
VOLUNTEER WORK
December 2022- Present
Dog Walker/Groomer
Dog Tales Rescue and Sanctuary, King City, ON
⦁ Assist in the well-being and care of all volunteer dogs through walks and quality time
⦁ Encourage good behaviour with dedicated and consistent positive reinforcement training
⦁ Wash and dry dogs (including medicated baths for certain skin conditions)
July 2018 - March 2024
Crisis Responder/Peer Mentor
Kids Help Phone, Remote
⦁ Took people out of a hot moment to a cool calm
⦁ Helped people cope when they were in distress
⦁ Alerted supervisor to call 911 when a texter was at imminent risk of suicide/homicide
⦁ Helped new crisis responders navigate the platform
2018- March 2020
Health and Safety Representative
Partners in Credit, Thornhill, ON
⦁ Was ready to perform First Aid or CPR on any employee in need of help
⦁ Attended and helped with regular meetings about workplace safety
⦁ Reported all incidents into a logbook
Interests
- Acting
- Dancing
- A Cappella Singing
- Reading
- Traveling
- Healthy Cooking
- Exercising
- Drawing
- Film
- Theatre
- Painting
- Animal Welfare Advocacy
- Mental Health Advocacy
***References available upon request***
Timeline
Senior Collections Officer
Gatestone & Co. Inc.
06.2024 - Current
K – 12 & College/University Tutor
Erin’s Elite Tutoring
01.2020 - Current
Intermediate and Senior English & Writing Teacher
Reidmount Heritage Language School Inc.
09.2019 - 02.2021
Telephone Auto Claims Adjuster
Intact Insurance
09.2017 - 02.2018
Collections Officer
Bill Gosling Outsourcing
12.2015 - 08.2017
Online English Language Tutor
Italki
01.2014 - 01.2018
Cashier
Nature's Emporium
11.2009 - 02.2016
Customer Service Representative
Value Village
08.2009 - 09.2009
Live-Out Nanny
Private Residence
10.2008 - 03.2009
Live-Out Nanny
Private Residence
2024 - 2024
Collections Specialist
Partners in Credit Inc.
2018 - 2020
Diploma - Paralegal Studies
Seneca College of Applied Arts And Technology
Bachelor of Arts - Political Science, Environmental Studies
York University
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