Logan Dickenson
Mosheim
Summary
Dynamic Senior Onboarding Specialist at Red Stag Fulfillment with a proven track record in client relations and conflict resolution. Recognized for enhancing client satisfaction and retention through effective communication and customized solutions. Skilled in performance tracking and cross-functional coordination, driving operational excellence and fostering strong partnerships across diverse business models.
Overview
11
11
years of professional experience
Work History
Senior Onboarding Specialist
Red Stag Fulfillment
07.2020 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Streamlined internal processes for better efficiency in account management tasks.
- Cultivated new client relations and provided training and support through the onboarding process.
- Facilitated external communications from the client to internal team members to ensure understanding and resolutions.
- Developed customized account plans for clients to help them achieve their business goals.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
- Identified at-risk accounts through diligent monitoring and analysis, implementing retention strategies to prevent churn.
- Spearheaded coordination of cross-functional teams for delivering customized solutions that met client needs.
- Established high standards of excellence through all client onboarding experiences.
- Worked with various types of clients and business models across multiple continents.
- Continued to learn and improve processes to further expand success amongst department teams and client relations.
- Responded to all inquiries in a timely manner.
- Demonstrated systematic flows and operational functionalities for all client relations.
Customer Care Representative
Forward Air Corp.
05.2018 - 07.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of industry knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Logged call information and solutions provided into internal database.
- Contributed to team success, consistently achieving call center performance metrics.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
Front End Manager
Food City
07.2014 - 05.2018
- Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
- Monitored cash drawers in seven checkout stations to verify adequate cash supply.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Promoted from cashier to front end manager within two years, demonstrating rapid growth in leadership abilities and operational knowledge.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Evaluated employee performance and made recommendations for improvements.
- Provided excellent customer service in all interactions, modeling desired behaviors for staff and fostering a culture of continuous improvement.
- Worked with security staff and law enforcement on shoplifting and vandalism response.
- Oversaw cashier operations, bookkeeping, and security.
- Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
Education
Music Business
Middle Tennessee State University
Murfreesboro, TN05-2018
Associate of Science - General Studies
Walters State Community College
Morristown, TN05-2016
High School Diploma -
Greeneville High School
Greeneville, TN05-2014
Skills
- Performance tracking
- Training and mentoring
- Cross-functional coordination
- Decision-making
- Client relations
- Conflict resolution
- Analytical and critical thinking
- Project management
- Customer relationship management
- Contract negotiation
- Time management
- Attention to detail
Timeline
Senior Onboarding Specialist
Red Stag Fulfillment
07.2020 - Current
Customer Care Representative
Forward Air Corp.
05.2018 - 07.2020
Front End Manager
Food City
07.2014 - 05.2018
Music Business
Middle Tennessee State University
Associate of Science - General Studies
Walters State Community College
High School Diploma -
Greeneville High School
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