Lina Kelly

Experience

• 

  TCS - Time Customer Service, Inc.

  Jan 1995 - Nov 2018

  Researched, analyzed and managed implementation of postal-related requirements, cost savings, quality, or productivity improvement initiatives in areas of system development and operational procedures. Collaborated with various areas to assess processes and identify and implement process improvements and changes. • Collaborated with all stakeholders and coordinated multiple projects to successfully implement and integrate USPS-sponsored promotions resulting in $150,000 annual savings • Spearheaded project to change the Canadian mailing process for letter mail to achieve optimal operational effectiveness and achieved a $350,000 annual cost savings.• Established process to review the USPS Mailer Scorecard, monitor errors and make necessary corrections/system updates to eliminate or mitigate monthly assessments. Show less Developed and facilitated customer service and technical training classes for the telephone and mail customer care areas. Researched, created and updated training documentation and curriculum; created and maintained on-line tutorials.• Provided follow-up coaching to ensure a smooth transition to operations; provided on-going coaching to hone and reinforce skills learned in training and to develop new skills.• Collaborated with operations to identify procedural inconsistencies, system problems, and customer feedback; worked together to generate solutions to improve processes and resolve issues.• Worked on a team to develop, implement and provide training for a new customer service system that reduced training by 50%.• Rapidly progressed in positions including OPT Analyst, Quality Assurance Auditor and Customer Service Representative. Show less

  • Postal Analyst / Project Lead, Fulfillment, Marketing Services

    Jan 2010 - Nov 2018

  • Client Services Liaison / Trainer

    Jan 1995 - Jan 2010
• 

  Centene Corporation

  Jul 2019 - Sept 2021

  • Vendor Operations Analyst

    Feb 2021 - Sept 2021

  • Print Production Coordinator

    Oct 2019 - Feb 2021

  • Marketing Copywriter & Editor (contractor)

    Jul 2019 - Oct 2019
• 

  Intelisent

  Sept 2021 - Aug 2022

  Client Services Postal Analyst
• 

  Centene Corporation

  Aug 2022 - now

  Project Manager