1. 1545 N. Marion Ave
Tulsa, OK. 74115
Phn: 918­730­1986
Email:Eva8312345@Gmail.com
Evelyn Fraser
Objective To obtain a position where advancement opportunities exists for dedicated, hard working employees.
Work experience
2011­2013​ ​DIRECTV Customer Service Tulsa, OK
Technical Customer Service Rep
* Over the phone technical support
* Upgrade customer programming and equipment
* Minor billing and payment support
* Focus on overall customer experience with DIRECTV viewing
* Stand In for Floor Manager
* Help develop/design technical training and Train Team members
* Ranked top 10% in my Management group
* Alternate for AQ Specialist Team
2008­2009 AT&T Inc. Tulsa, OK
Customer Service Rep
* Floor Lead Ranked #1 For 0.5% Mthly Repeat Calls 2009
* Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and
professionalism to resolve customer issues with one call resolution.
* Communicated with customers using web­based tools and able to demonstrate the associated proficiency in typing
and grammar.
* Handling business transactions in connection with activation of new customer accounts.
* Made financial decisions to protect/collect revenues and adjusts customer accounts.
2006­2008 Capital One Auto Finance Tulsa, OK
Risk Specialist
* Accountable for managing 368 delinquent accounts 32­82 DPD and keeping them from escalating to further
collections on monthly bases.
* Daily communications with customers regarding their accounts, specifically, concerning DMV titling/registration
requirements.
* Assisting Unit Manager with taking on Peer Coach responsibilities nesting, role strategy, side by sides, and leading by
example etc.
* Document all systems with comments and relevant data, research, troubleshoot and resolve customer problems.
* Ability to meet minimum production standards and on­time performance objectives, also perform a wide variety of
administrative/clerical duties.
* Successfully maintain consecutive Decile ranking of '2' or higher with 93% QA average.
2006­2007 Hyundai Motor Finance Fountain Valley, CA
Sr. Collector
* Responsible for managing a queue consisting of past due accounts between 30 and 120 DPD.
* Sending collection letters to encourage the delinquent customer to pay.
* Document all collection effort in the collection system.
* Use due date changes and extensions as appropriate.
* Also responsible for negotiating payments, skip tracing, recommending accounts for repossession and charge offs.
* Unit Peer Coach and new higher training manager achieved a 10% increase on monthly QA audits. Team’s quarterly
QA average went from 75% to 92%
2005­2006 Property Management Inc. Costa Mesa, CA
Assistant Property Manager
* Responsible for assisting in the total leasing efforts and integrated marketing programs of the property.
* Successful leasing of apartments, qualifying of potential residents, verification of applications.
* Acquainting new residents with the leasing documentation, the community rules, polices which affect the residents,

2. and emergency procedures.
* Prepare and maintain current resident profiles, tracking and recording all traffic and rental results for monitoring by
the community and the company. For various Property Management Companies though out Orange County.
2002­2005 Disneyland Resort Anaheim, CA
Hostess & Cashier Lead
* Supervising 10/20 Cast members during a work shift.
* Maintaining brake sheets and daily reports.
* Assisting the cashiers with the counting out process and managing the safe.
* Performing excellent people skills while assisting guest in the park.
Education
2005­2007 Orange Cost College Costa Mesa, CA
Business Administration
* General Ed.
* Certification of Office Occupation
* Currently pursuing a BA in Business Management
1997­2001 Fountain Valley High Fountain Valley, CA
General Ed
∙ Diploma
* Honor Roll student 1999­2001
Certifications and Accreditations
ALPS –Associate Learning 2008 Capital One Auto
PCT–Peer Coach Training 2007 Capital One Auto
CRP–Cert. Risk Professional 2006 Capital One Auto
CPM–Cert. Property Manager 2005 PMI
COO–Cert. Office Professional 2002 OCC
Awards received
* Ranked #1 For 0.5% Mthly Repeat Calls 2009 AT&T
* Top Performer 06­08 Capital One Auto
* Perfect Attendants 2008 Capital One Auto
* Top Performer 2007 Hyundai Motor Finance
* Highest Occupancy 2006 PMI
Other skills
Excellent people skills, work well in fast pace environment, ability to handle heavy phone traffic willing to learn, easygoing and
a hard worker. Up hold excellent leadership skills Computer skills: Microsoft office, excel, power point etc. Titan v2.0, Appello
auto dialer, Lexis Nexis, Lotus notes, Adobe, AMSI, 35­40 wpm, 10 key, billing equipment programs, internet explorer and
various Company formed computer programs. Currently pursuing a BA in Business Management