Cortney DeFreest
Simi Valley
Summary
Dynamic Customer Service Manager with a proven track record at Parts Authority, excelling in problem-solving and fostering team collaboration. Achieved a significant reduction in customer complaints through proactive issue resolution. Highly organized and detail-oriented, skilled in managing accounts and training staff to enhance customer satisfaction and loyalty.
Overview
28
28
years of professional experience
Work History
Customer Service Manager
Parts Authority
8901 Canoga Ave Canoga Park CA 91304
12.1996 - 05.2025
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed the receptionist and head operator.
- Processed return authorizations and generated call tags.
- Tracked orders, filed claims with carriers for lost or damaged orders, facilitated order cancellations and created new orders.
- Set up new customer accounts, pulled credit reports and set up credit card payments
- Responsible for COD accounts, cleared payments against invoices, reconciled COD discrepancies, distributed COD refund checks
- Reconciled driver route sheets for 26 locations, authorized driver COD deductions in field from current invoices
- Worked closely with the credit manager in reconciling monthly accounts
- Worked with Administration and the CEO of the company, was responsible for travel itinerary of the CEO or the company representative
Education
Associate of Arts - Liberal Arts And Sciences
Moorpark College
Moorpark, CA12-2002
Skills
- Customer service
- Problem-solving
- Self-motivated
- Customer focused
- Multi-tasking
- Organized
- Detail Oriented
- Polite and Friendly
- Time management
- Training and mentoring
Timeline
Customer Service Manager
Parts Authority
12.1996 - 05.2025
Associate of Arts - Liberal Arts And Sciences
Moorpark College