Marissa Hillig-Kaka
Denver,CO
Summary
Highly-motivated employee with customer service, multitasking, and time management abilities with a desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
204b Acting Supervisor Customer Service
United States Postal Service, USPS
Denver, Colorado
03.2025 - Current
- Oversaw delivery operations while temporarily assigned to higher-level supervisory role.
- Directed daily activities of city carriers and PTFs for safe and accurate mail delivery.
- Coordinated route coverage and workload distribution to achieve performance objectives.
- Monitored carrier performance using reports and clocking data for continuous improvement.
- Investigated and resolved customer service issues to enhance satisfaction.
- Prepared formal resolution letters and maintained professional communication with public.
- Assisted with administrative tasks, including route observations and change of address procedures.
City Letter Carrier
United States Postal Service
Denver, CO
05.2015 - Current
- Adhered to postal regulations and maintained knowledge of commonly used products and procedures.
- Handled undeliverable mail in accordance with established procedures.
- Delivered various types of mail on routes according to strict timelines.
- Researched road conditions for assigned route, including road construction and potential delays.
- Maintained professional and effective public relations with customers and community members.
- Obtained receipts for registered and certain insured mail.
- Promoted up from City Carrier Assistant in 2017
Emergency Dispatch Operator
Tyco Integrated Security
Aurora, CO
05.2012 - 12.2012
- Handling incoming alarm calls and verified passcodes to determine true emergencies from user errors.
- Asked probing questions to get to root of caller's issues.
- Submitted accurate and timely daily reports, forms and other documentation.
- Dispatched police, fire, medical, proprietary security companies and other emergency agencies for callers in distress.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Boosted productivity by ensuring on-time emergency response and life support with zero service delivery errors.
- Managed average of 75 cases each day, delivering telephone assistance and treatment recommendations to public and hospital staff on various medical conditions.
- Improved operations by working with team members and customers to find workable solutions.
Education
Bachelor of Science - Criminal Justice
Metropolitan State University of Denver
Denver, CO05.2016
Some College (No Degree) - Paralegal Certificate
Community College of Aurora
Lowry, COSkills
- Familiar with Microsoft Word, Excel, and Outlook
- Highly efficient worker during high-pressure situations
- Customer service
- Multitasking
- Answering phones
- Teamwork
- Interpersonal and written communication
- Team member motivation
- Office management
- Supervisory skills
- Workflow optimization
- Time management
- Public policy
- File management
- Document management
- Understands confidentiality
- Relationship building
- Conflict resolution
- Report writing
References
REFERENCES References available upon request.
Timeline
204b Acting Supervisor Customer Service
United States Postal Service, USPS
03.2025 - Current
City Letter Carrier
United States Postal Service
05.2015 - Current
Emergency Dispatch Operator
Tyco Integrated Security
05.2012 - 12.2012
Bachelor of Science - Criminal Justice
Metropolitan State University of Denver
Some College (No Degree) - Paralegal Certificate
Community College of Aurora
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