Customer Service & Operations Specialist

LISA A. KOLIS

***** *************, ** 908-***-**** ****.*****@*****.***

Summary

Dedicated Customer Service & Operations Support Specialist with extensive experience across call center operations, mailroom management, shipping/receiving, document imaging, and logistics coordination. Recognized for improving workflow efficiency, ensuring regulatory compliance, and delivering high-quality service with accuracy and professionalism. Equipped with strong organizational, technical, and communication abilities, with a proven history of supporting fast-paced corporate, healthcare, and logistics environments.

Skills

●Customer Service & Call Handling

●Shipping & Receiving Operations

●Mailroom Management

●Document Imaging & Quality Review

●Regulatory Compliance (DOT, Hazmat)

●International Shipping Procedures

●Microsoft Office & Outlook

●Data Entry & Record Management

●Problem Resolution & Escalations

●Epic/Health Connect Systems

●UPS/FedEx Shipping Tools

●Training & Team Support

Experience

TTEC / Kaiser Permanente 01/2022 to 12/2025

Customer Service Representative

●Managed an average of 60 - 80 inbound calls daily, addressing inquiries on billing, benefits, and eligibility with 98% accuracy.

●Assisted insured members with account access, including password resets and web portal troubleshooting.

●Documented service complaints with full detail, improving resolution time by 30%.

●Directed members to the appropriate departments, reducing call transfers and improving first-call resolution.

●Maintained compliance with company policies and HIPAA regulations.

●Contributed to team performance metrics, achieving consistent metrics

Independent Contractor 03/2020 to 12/2023

Grubhub & Uber Delivery Driver

●Completed 2,500+ deliveries with a documented on-time delivery rate above 97%.

●Verified order accuracy and customer specifications for both food and shopping orders.

●Managed in-store purchasing, checkout, and safe delivery of items selected by customers.

●Ensured full adherence to delivery safety standards and handling procedures.

●Provided consistent, friendly service, maintaining a 4.5/5 customer rating.

●Optimized delivery routes to reduce average delivery time by 15%.

Acro Service Corp (Contracted to Access Records Ma 10/2019 to 12/2019

Imaging Specialist

●Prepared high-volume documents for digitization by removing staples, flattening pages, and organizing materials.

●Performed quality control checks on scanned files, correcting orientation and eliminating blank pages.

●Ensured accurate rescanning of faulty images to maintain 100% compliance with imaging standards.

●Supported daily production goals, processing hundreds of pages per week.

●Maintained precise documentation of completed scans for audit trails.

●Followed data-handling security procedures, protecting confidential client records.

Exela Technologies / Novitex / Pitney Bowes 10/1998 to 06/2019

Contractor to Multiple Corporate Sites

Exela Technologies / Novitex Enterprise Solutions 06/2016 to 06/2019

Print Operator

●Set up, programmed, and executed print jobs using Fiery software to meet strict deadlines.

●Scanned completed jobs and prepared downloadable files for CD delivery to clients.

●Performed printing, cutting, laminating, and trimming using production-grade equipment.

●Achieved daily production targets supporting corporate print operations.

●Ensured print quality standards, reducing reprint errors by 20%.

Bristol Myers Squibb, Plainsboro NJ 05/2014 to 06/2016

Lead Representative

●Managed daily mail delivery and updates to employee mailing lists covering a large corporate population.

●Logged pouch records, mail certifications, and monthly departmental reports.

●Provided backup support to Shipping & Receiving during staff shortages.

●Delivered responsive customer service and resolved mail-related issues promptly.

●Coordinated interoffice tracking to ensure secure movement of critical documents.

●Maintained 100% record accuracy across reporting cycles.

ConvaTec, Skillman NJ 09/2007 to 04/2014

Team Lead

●Oversaw daily sorting, stamping, and distribution of corporate mail for multiple departments.

●Managed business mail transportation and Post Office deliveries.

●Administered package processing, logging, tracking, and delivery with near-zero loss incidents.

●Prepared domestic and international shipments, including hazardous goods, following DOT regulations.

●Generated monthly departmental chargeback and performance reports.

●Trained new employees and ensured adherence to internal procedures and compliance standards.

Bristol Myers Squibb, New Brunswick NJ 07/2005 to 09/2007

Lead Representative

●Sorted and delivered daily mail and processed express letters through tracking systems.

●Produced monthly reports and maintained documentation accuracy.

●Trained staff on multiple routes and job responsibilities to support cross-coverage.

●Served as the customer-facing representative for mailroom operations.

●Resolved delivery concerns quickly and professionally.

●Supported departmental efficiency during peak volume periods.

Chubb Group of Insurance, Bridgewater & Whitehouse 10/1998 to 07/2005

Technical Specialist / Lead Rep

●Assisted in establishing mailrooms and shipping/receiving units for new corporate facilities.

●Managed daily mail distribution, shipping, and express package processing using DHL systems.

●Ordered supplies, maintained copier/fax machine performance, and coordinated equipment repairs with vendors.

●Wrote training manuals and trained incoming staff, improving team readiness by 40%.

●Prepared monthly reports tracking shipping, receiving, and mailroom KPIs.

Education

●High School Diploma - Middlesex High School 1984

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