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
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
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