Sales Customer Service

FONDA B. EVANS

702-***-**** • *******@***.***

Professional Overview

• Over 15 years of experience as a office administrator and executive assistant in a variety of

environments involving direct customer contact including sales support and issue resolution.

• Extensive operations background working with internal and external customers to streamline and

improve processes for increased efficiency and productivity.

• Superior organizational and efficiency skills with an aptitude for detail.

• Excellent written and verbal communication skills; proven ability to compose and edit business

documentation targeted to a wide range of audiences.

• Fully versed in Microsoft Office Suite including Word, Excel, PowerPoint, Access, and Outlook.

Experience

HSBC/CAPITAL ONE FINANCIAL, Las Vegas, NV (2010 –

2013)

Operations Production Coordinator

Provided Operations /Back Office support for a variety of bank service-oriented processes in a department

handling bankruptcy, debt management and charged-off accounts.

• Responded to account queries from customers and their agents regarding issues such as account balance,

interest rates, account status, and payment due date.

• Consistently received 100% process quality scores.

• Selected to lead an annual company-wide regulatory project; reviewed processes and procedures to

ensure accuracy and identify areas for improvement. Met all timelines of this 6-month project.

INTERNATIONAL GAME TECHNOLOGY (1986 –

2009)

Sr. Credit Analyst, Las Vegas, NV; 2007 – 2009

Managed and closely monitored a $25M accounts receivable portfolio.

• Developed a positive rapport and cultivated relationships with all types of customers to ensure a

cooperative approach to their credit needs.

• Negotiated workable payment terms. Researched discrepancies and disputed invoices.

• Prepared weekly reports for upper management.

Administrator, Gaming Systems Sales, Miami, FL; 1989 – 2007

Supported the director of Eastern region sales and two account executives. Managed all office duties, including

supervisory and customer service roles. Served as customer advocate, ensuring satisfaction by closely following

every sales order from creation to delivery.

• Developed and streamlined office procedures and functions in the startup of the IGT Florida office,

which grew to 26 customers and 156 casino locations.

• Gathered information and prepared monthly sales forecast reports. Created and updated

accountability/tracking reports of sales units.

• Set up weekly sales meetings to discuss current orders and coordinate efforts.

• Extensively communicated with customers and relayed specific information to corporate headquarters.

FONDA B. EVANS

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FONDA B. EVANS

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Experience (continued)

Executive Legal Secretary, Reno, NV; 1986 – 1989

Responsible for the daily office functions for the vice president and general counsel. Maintained legal files

containing highly sensitive and confidential matters. Updated and maintained management employees’ stock

option files. Maintained petty cash.

• Typed extensive legal contracts and litigations.

• Arranged domestic and international travel.

WESTINGHOUSE, WESTERN ZIRCONIUM DIVISION, Ogden, UT (1978 – 1982; 1983

– 1986)

Senior Human Resource Secretary, 1983 – 1986

Provided secretarial support for five executives in the Human Resources department and supervised clerical

staff.

• Prepared and updated the division head count for monthly reports to Westinghouse corporate and the U.

S. government.

• Obtained security certificate from the U.S. Department of Energy.

• Maintained confidential employee files; advised personnel on the company's investment plan and

benefits.

• Responsible for vendor maintenance and operation contracts for copiers company-wide.

Senior Secretary / Associate Buyer, 1978 – 1982

After two years of assisting the Purchasing department's buyers, was promoted to Associate Buyer to purchase

the company's office supplies, laboratory chemicals, and other purchases. Submitted requests for quotes to

prospective vendors and analyzed received quotes for price versus quality and time constraints.

• Procured office supplies and laboratory chemicals for the entire company.

• Typed and processed purchase orders.

PETERSEN, SORENSEN, BROUGH & BARKER, Ogden, UT

(1982 – 1983)

Secretary

Provided administrative support to four CPA partners and two accountants. Answered all incoming calls and

greeted clients. Gained knowledge of corporate and individual tax terms, forms, and issues. Responsible for

keeping the tax/legal library up-to-date.

• Typed large accounting charts.

• Performed general office management duties including monitoring outside cleaning vendor.

Education / Certificates

B.B.A. Management, University of Phoenix, Fort Lauderdale, FL (3.8 GPA)

Associate Business Degree, Stevens Henager College, Ogden, UT

CPS, Certified Professional Secretary

Security certificate, U. S. Department of Energy

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