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
Knoxville, TN
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.
Greeneville, TN
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
Greeneville, TN
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