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Delores Killette was named Consumer Advocate and Vice President of Consumer Affairs in November 2005. In this role she is responsible for representing the interests of the individual postal customer in all postal decision-making processes. The Consumer Advocate?s mission is to amplify the voice of the consumer to postal managers.
Killette's organization analyzes all Postal Service performance systems and develops and manages external, independent measures of service performance and customer satisfaction. The Consumer Advocate also directs the Corporate Contact Center Program, a network of customer call centers; the Corporate Privacy Program; and the Mail Recovery Centers. She also oversees a Field Support function providing information, guidance and training for district consumer affairs managers to assist in their customer relations responsibilities.
Killette, a 37-year Postal Service employee, served as the 39th postmaster of Washington, DC, starting in 1999 and becoming the city's first postmaster of the 21st century. In this role, she led her service team to new heights in service performance and customer satisfaction. She was responsible for approximately 2,300 employees in 62 postal units, serving residents, businesses and local and federal government agencies throughout Washington, DC. Killette was a member of the Washington Metro Postal Customer Council and co-chair of a very active Customer Advisory Committee. Additionally, she was instrumental in restoring the Government Mailers Advisory Council, where she also served as postal co-chair for several years.
Earlier, Killette served as manager, operations programs support in the Baltimore district. She began her Postal Service career in 1968 as a distribution clerk in Baltimore, MD.
A native of Baltimore, Killette has devoted many years to community and human service activities in the Baltimore metropolitan area, including serving as a court appointed special advocate for foster and special needs children, as well as leading a central Maryland Girl Scout troop for 10 years.
Killette completed undergraduate studies in psychology and business administration at Coppin State University in Baltimore, MD.
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