Dynamic Courier Team Lead with Logistics Expertise
Resume:
Eric Sims
********@*****.*** **********@*****.***
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. Known for strong communication, problem-solving abilities, and a commitment to maintaining quality service across all customer interactions. EXPERIENCE
Medical Courier Dispatcher, PharmaLogic, Nov. 2025-Present
• Oversee daily dispatch operations for a medical courier service handling 50–150+ deliveries per day across the Atlanta metro area
• Achieved 98–100% on-time delivery rate by optimizing routes and prioritizing STAT and urgent shipments
• Coordinate logistics for hospitals, laboratories, and pharmacies, ensuring all deliveries meet strict medical time and compliance requirements
• Dispatch and manage a team of 15 drivers, providing real-time support, route adjustments, and performance oversight
• Reduced delivery delays by 20%+ through improved route planning and proactive communication with drivers
• Monitor GPS tracking systems to ensure efficient routing, timely pickups, and successful delivery completion
• Maintain 100% compliance with HIPAA regulations, including accurate chain-of-custody documentation and secure handling of medical items
• Handle escalations and resolve delivery challenges quickly, minimizing service disruptions
• Train and onboard new drivers, improving team performance and reducing onboarding time by 30%
• Manage scheduling, driver assignments, and workload distribution to maximize productivity and coverage
Independent Contractor\Courier, Urban Dash LLC, Jan. 2022-NOV. 2025
• 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.
Operations Manager – Hybrid/Remote, Atlanta Appliance Angels, Aug. 2023 – July 2024
● Streamlined scheduling and dispatch processes, reducing response times by 40%, enhancing client satisfaction.
● Assisted customers with account inquiries, billing questions, and product orders through phone and email support.
● Managed key performance indicators (KPIs) to drive process improvements, achieving 95% on time repair rating.
● Delivered outstanding customer service by managing a high volume of inbound customer inquiries and promptly addressing inquiries via multiple communication channels.
● Analyzed customer feedback and support metrics to identify trends and implement improvements in service delivery.
Warehouse Manager, Lockheed Martin, Jun 2019 – Aug 2023
• Managed a team of salary contributors and represented employees in the planning, integration, and execution of material flow to ensure a seamless process.
• Managed the government parts and repairs warehouse that supports government entities, internal programs and all branches of the armed services.
• Coordinated with property management to ensure Defense Contract Management Agency and FAR procedural requirements are 100% compliant and maintained in accordance with operational goals.
• Responsible for all warehouse functions pertaining to inventory reconciliation and distribution of supplies and equipment per DMCA and FAR requirements.
• Ensured the department maintained full compliance with all DCMA procedures resulting in zero failed audits and 100% rating of metrics and goals for two straight years.
• Managed key performance indicators related to parts movement, production requirement planning, and equipment repairs through inventory auditing and cycle counting. SKILLS
• HIPAA Compliant
• Bloodborne Pathogens Certification
• Medical Logistics & Dispatch Coordination
• Route Optimization & Fleet Management
• Time-Critical Delivery Operations
• Problem Solving & Crisis Management
• Team Leadership & Driver Management
• GPS Tracking
• Customer Service & Client Relations
• Policy Enforcement
EDUCATION AND TRAINING
B.S Business Administration, Robert Morris University
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