Stephen Logan
Moreno Valley,CA
Summary
WWW https://bold.pro/my/stephen-logan-
240201112035/382
Dynamic and resourceful Customer Service Professional with extensive experience in order
management, customer support, and team leadership within fast-paced environments. Adept at
leveraging technology to boost operational efficiency and enhance customer satisfaction. Proven
ability to manage complex customer inquiries, prioritize tasks, and maintain meticulous attention to
detail. Eager to contribute to the mission by delivering exceptional service and support.
Overview
17
17
years of professional experience
Work History
Station Manager
U.S. Aviation Services
09.2023 - Current
- Lead a team of 40 ensuring efficient ground operations, including order processing, delivery scheduling, and post-delivery support for Delta Airlines
- Conduct performance tracking and safety audits, directly contributing to operational excellence and compliance
- Developed training programs to enhance staff skills, aligning with industry standards and improving service delivery
- Prepared daily schedules for personnel and equipment to foster smooth functioning of broadcast
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities .
Customer Service Station Trainer
Southwest Airlines
11.2021 - 09.2023
- Facilitated comprehensive training for new hires on company policies, safety, and customer service standards
- Managed complex customer inquiries, including ticketing, check-in processes, and issue resolution, enhancing customer satisfaction
- Played a key role in updating and maintaining customer account information, ensuring accuracy and reliability.
Performance Supervisor
Delta Global Services
01.2018 - 11.2018
- Supervised daily operations for major airlines, focusing on customer service audits and operational efficiency
- Implemented strategies for employee engagement, reducing attrition, and fostering a positive work environment.
Underwriting Service Assistant
State Farm Ins. Co
01.2016 - 01.2018
- Responded to daily requests for Room Reservations
- Meeting Requests, and Org Charts
- Entered high volume of policy transactions and input routine and non-routine entries into web-based systems
- Maintained and updated Auto policyholder records
- Maintained functional knowledge (entered, corrected, serviced) of the most-common Auto policies
- Performed premium breakdowns, electronically and/or manually calculate rates
- Reviewed and processed insurance applications according to referral guidelines
- Assisted with the quality-check process
Customer Service Manager/Safety Team Leader
Walmart
01.2007 - 04.2012
- Managed over 100+ Associates
- Followed through with client requests to resolve problems
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
Associate Degree - undefined
Heartland Community College
May 2008
Skills
- Airline Operations
- Team Oversight
- Conflict Resolution
- Customer Service
- Salesforce & SAP knowledge
- Operating Procedures
Accomplishments
- Completed courses on CRM systems, including SAP and Salesforce, to manage customer accounts effectively
- Project Participation: Engaged in projects aimed at improving customer service processes, demonstrating strong teamwork and problem-solving skills
- Additional Information
- Qualifications Typing Speed: 40 WPM, facilitating efficient data entry and communication.
Timeline
Station Manager
U.S. Aviation Services
09.2023 - Current
Customer Service Station Trainer
Southwest Airlines
11.2021 - 09.2023
Performance Supervisor
Delta Global Services
01.2018 - 11.2018
Underwriting Service Assistant
State Farm Ins. Co
01.2016 - 01.2018
Customer Service Manager/Safety Team Leader
Walmart
01.2007 - 04.2012
Associate Degree - undefined
Heartland Community College