Mary Hillhouse

accshb@r.postjobfree.com

*** ******** ******

San Jose, CA 95126

408-***-**** home

408-***-**** cell

Experience

Provident Credit Union January

**** - ******** ****

Redwood Shores, CA

Personal Account Advisor

. Answer incoming calls and assist members with account inquiries,

transfer of funds, and other account services, including credit card,

loan, and overdraft protection products.

. Place outbound "welcome" calls to new members as well as respond to

escalations forwarded from offsite overflow call center.

. Assisted members with issues and troubleshooting of online and mobile

banking.

. Achieved highest possible customer satisfaction ratings at each

review.

Tempo Payments, Inc.

August 2010 - September 2011

San Mateo, CA

Customer Service Supervisor

Provide support for Customer Service Representatives via training and

assistance with policy and procedure related questions.

Handled escalated calls relating to debit card applications,

transactions, and disputes with authority to resolve customer issues

with credits, debits, account terminations, and custom accommodations.

Responsible for running Application Match Report on a daily basis to

screening for risk potential, manually declining debit card

applications and sending notification of declined application per

company policy.

Consistently surpassed department goals for call answer, wait, and

end times and succeeded in assisting my co-workers and direct reports

in achieving these same goals, enabling the department as a whole to

meet or exceed industry standard metrics in all areas.

DataSafe, Inc.

July 2008 - April 2009

South San Francisco, CA

Client Services

Placed orders for retrieval and/or return of hard copy files per

client request, meeting and maintaining standard for call metrics as

well as order processing and delivery times.

Processed all service orders submitted through the website interface

with 100% accuracy and adherence to company standard for delivery

timeframes.

Responsible for processing all orders for destruction of files and

containers with 100% accuracy in meeting time standard and accuracy.

Assigned as support staff to members of sales team, providing

additional client care as directed.

First Choice Services August

2004 - July 2008

San Leandro, CA

Customer Service Representative

Answered incoming phone calls and assisted customers with order and

delivery issues.

Prepared delivery slips and daily route information for drivers.

Wrote service tickets for repairs and maintenance on equipment, also

responsible for

follow- up to confirm satisfactory completion of repair.

Prepared and mailed invoices and monthly statements for assigned

routes.

Processed all credit card transactions for the branch with 100%

adherence to processing and follow-up standards and procedures.

Responsible for Accounts Receivable on assigned delivery routes,

consistently receiving bonuses for meeting or exceeding collection

goals.

Allposters.com May 2003 -

July 2004

Oakland, CA

Customer Service Representative

Answered incoming customer calls and e-mails regarding orders,

products and policies, consistently meeting or exceeding performance

goals.

Researched and resolved order issues, placed new orders, and instruct

customers on how to use Allposters.com website.

Assigned to role of acting supervisor as needed.

Bank of the West October 2001

- May 2003

Walnut Creek, CA

Telephone Banking Representative

Answered high volume incoming calls from account holders and provide

account information regarding balances, service charges, and

transaction status.

Processed account maintenance requests, performed electronic transfer

of funds, and filed claims to resolve

customer issues.

Additional duties included auditing of stop payment orders, transfer

logs, and verifications of deposit.

Consistently met and maintained call metric goals.

Mervyn's Northern Distribution Center May

1994 - June 2001

Fremont, CA

Asset Protection Investigator

Identified, researched and resolved inventory shortage issues.

Administered badge ID and key control programs.

Responsible for testing and maintenance of burglar alarm systems

Conducted quarterly risk analysis of each production area.

Instructed and informed hourly team members on shortage issues and

security policies.

Conducted new hire orientations for all incoming new hires, both

hourly and exempt.

Supervised staff of 4-6 contract guards.

Education

Ohlone College, Fremont, CA

Associate of Arts Degree, English

May, 2008

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