Courier

Eric Sims

404-***-**** **********@*****.***

SUMMARY

Dynamic results-driven Courier and Customer Service Team Lead with over 5 years of experience managing remote teams to deliver exceptional customer support. Skilled in team leadership, process improvement, and performance management to ensure high levels of customer satisfaction and operational efficiency. Adept at identifying training needs, coaching team members, and fostering a collaborative environment to achieve team goals. Known for strong communication, problem-solving abilities, and a commitment to maintaining quality service across all customer interactions.

EXPERIENCE

Independent Contractor\Courier, Urban Dash LLC, Jan. 2024-PRESENT

·Responsible for picking up and delivering small parcel packages from various locations for delivery around metro Atlanta.

·Provided comprehensive customer support by managing a high volume of inbound customer inquiries via multiple communication channels.

·Strategized and communicated new processing solutions to address challenging client problems, increasing client engagement rates.

·Load, transport, and deliver items to customers or businesses in a timely, friendly and courteous manner.

·Review orders before and after delivery to ensure that orders are complete, the charges are correct, and the customer is satisfied.

Customer Service Team Lead (Remote), TKO Financial, April 2021-Present

Led a remote team of 15 customer service representatives, providing guidance, support, and training to ensure consistent service quality.

Developed and implemented new processes to streamline customer support, reducing average response time by 20%.

Strategized and communicated new process solutions to address challenging client problems, increasing client engagement rates

Improved customer satisfaction & customer interaction time by reassigning customers to familiar agents who were familiar with their issues.

Collaborated with cross-functional teams to resolve complex customer issues, ensuring timely and satisfactory resolutions.

Organized regular team meetings to share best practices, address challenges and promote a customer-first mindset within the team.

Customer Support Supervisor, Unisys, January 2018-February 2021

Supervised a team of 10 customer support representatives, ensuring timely responses to customer inquiries via phone, email, and chat.

Maintained the least amount of required escalations for the customer service department.

Conducted performance evaluations, identifying areas for improvement and developing targeted training programs to enhance team capabilities.

Analyzed customer feedback and support metrics to identify trends and implement improvements in service delivery.

Developed Standard Operating Procedures (SOPs) to help provide quick responses to FAQs or issues.

Created and maintained a customer knowledge base, providing clear instructions and guidance for common customer issues

Customer Service Representative, Sanofi - Aventis, July 2007-November 2017

Handled a high volume of customer inquiries, providing accurate and timely solutions to resolve product, billing, and technical issues.

Collaborated with the technical support and sales teams to address customer concerns and ensure seamless service delivery.

Managed customer accounts, processed refunds, and provided guidance on account-related issues while maintaining a positive and professional demeanor.

Received department Golden Agent award of the month on 5 separate occasions for my willingness to assist and train new and struggling agents.

SKILLS

HIPAA Compliant

Bloodborne Pathogens Certification

Courier Driver

Customer Service

Customer Relations

Customer Satisfaction

Account Management

Team Management

Performance Management

Microsoft Office

Policy Enforcement

Training programs

EDUCATION AND TRAINING

B.S Business Administration, Robert Morris University

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