Customer Service High School

Zolani Lyons ** Crooke Avenue, Apt. *F Brooklyn, NY 11226

917-***-**** - **.*****@*****.***

PROFESSIONAL SUMMARY

Demonstrated success effectively leading a team of 30 + couriers in a broad range of

lead and head dispatching positions, consistently exceeding on-time deliveries

and professional service over a seventeen-year period. Experienced in all functions of

logistics including managing a team, payroll administration, and customer service.

PROFESSIONAL EXPERIENCE

Urban Express, New York, NY

Dispatcher 2007-2013

• Supervised and dispatched a team of 30 + couriers for scheduled pick-ups ensuring on-

time deliveries with a 95% success rate.

• Screened, monitored, and identified late deliveries using Datatrac system informing clients of

delays ensuring customer service and client satisfaction.

• Corresponded and assisted customer service department by providing updated delivery status

information and ensuring validated responses to clients.

• Trained, coached, counseled, and motivated couriers on job performance which exceeded goals of

courier retention.

• Calculated, computed, and administered courier pay rates in Datatrac effectively meeting payroll

deadlines for processing.

• Assisted and resolved escalated client calls and maintained client relationships and business.

• Programmed radios, print and distribute ID cards, distributed uniforms

• Managed large release orders from major clients (Chanel, Louis Vuitton, Tiffany’s, Conde Nast,

Etc.)

• Serviced computers when necessary

CDL, New York, NY

Floating Dispatcher 2003-2007

• Went to various office & site locations to relieve anyone who was out.

• Managed many mailroom environments for major clients (Random House, VMS, Mediavest, etc)

• Improved service percentages for all office & site locations

• Assisted in absorbing accounts from another courier service into Datatrac in the event of a

merger.

Lead Dispatcher 1998-2003

• Manage a team of 30 bikers & walkers, to direct them to pick up from various locations

• Handling petty cash

• Orientation of new hires

• Keep track of hours & expenses

• Submit Revenue/commission reports

• Troubleshoot computer problems when necessary

• Ensure that on time service is kept at a high percentage

Operator / Customer Service 1998-1998

• Data entry of orders

• Troubleshoot any problems that may arise during deliveries or pickups

• Handle irate customers

Delivery Messenger 1996-1998

• Pick up packages from various businesses and residences and deliver

• Help load trucks when necessary

EDUCATION

Brooklyn College Academy 1/1998 High School Diploma

SKILLS

Microsoft Office 2010 AS400 (Datatrac)

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