Cortny Detillion
Hinesville,GA
Summary
Dynamic Senior Customer Service Representative with over 15 years of experience in high-volume call centers and customer support environments. Proven track record in training and supervising teams while effectively managing escalated customer issues, consistently achieving high satisfaction standards. Proficient in Salesforce, Microsoft Office, and account management, with a strong commitment to delivering exceptional service across diverse industries. Recognized for fostering positive customer relationships and driving team performance to exceed organizational goals.
Overview
13
13
years of professional experience
Work History
Remote Customer Service Representative
Navicore Solutions
02.2025 - 08.2025
- Handle primarily inbound phone calls from clients. The calls typically take around 5 minutes. Although call volume may vary from day to day, you can anticipate receiving an average of around 30 calls per day.
- Provide additional assistance to clients via email, mail, and/or text.
- Support clients in enrolling and managing their debt management program, answering their questions, reviewing their information and communicating with creditors
Remote Customer Service Representative
US Service Animals
02.2024 - 01.2025
- Answer a high volume of calls daily to assist customers with their needs regarding their ESAs and Service Animals.
- Assign customers to MHP and send HIPAA forms for privacy reasons
- Answers emails regarding customer orders
- Understand basic law regarding ADA and Fair Housing Act
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Remote Customer Service Representative
Electrolux
01.2022 - 02.2024
- Responded to customer requests for products, services, and company information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Senior Customer Service Representative (Supervisor Role)
Dynacraft BSC, Inc.
11.2018 - 01.2022
- Managed a team of 8 customer service representatives, providing guidance and support to ensure high-quality service delivery
- Resolved complex customer inquiries and complaints
- Developed and implemented training programs for new hires
- Collaborated with cross-functional teams to identify process improvements and implement solutions that enhanced the overall customer experience
- Trained team members on effective communication techniques to de-escalate challenging situations with dissatisfied customers
- Coordinated with other departments (e.g., sales, marketing) to address recurring issues or trends identified through customer interactions
Remote Customer Service Representative
Teledirect Communications
07.2017 - 03.2018
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
Administrative Assistant/Receptionist
Baird Transport
06.2012 - 07.2017
- Managed and maintained office supplies inventory, ensuring availability of necessary materials for daily operations
- Created and updated spreadsheets, databases, and reports to track expenses, budgets, and project progress
- Performed general clerical duties including photocopying, scanning documents, filing paperwork accurately
- Provided administrative support to multiple teams simultaneously while meeting deadlines consistently
- Responded promptly to inquiries from clients or customers regarding products or services offered by the company
- Developed effective filing systems that improved accessibility of important documents
- Prepared outgoing mailings such as invoices or promotional materials using postage meters or online mailing services
- Maintained a clean reception area by organizing magazines or brochures regularly
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
High School Diploma -
Bryan County High School
Pembroke, GA05.2010
Skills
- Salesforce
- SAP
- Netsuite
- Salsify
- Five9
- Quickbooks
- Scheduling
- Complaint resolution
- Payment processing
- 10 Key
- Information security
Languages
English
Native or Bilingual
Timeline
Remote Customer Service Representative
Navicore Solutions
02.2025 - 08.2025
Remote Customer Service Representative
US Service Animals
02.2024 - 01.2025
Remote Customer Service Representative
Electrolux
01.2022 - 02.2024
Senior Customer Service Representative (Supervisor Role)
Dynacraft BSC, Inc.
11.2018 - 01.2022
Remote Customer Service Representative
Teledirect Communications
07.2017 - 03.2018
Administrative Assistant/Receptionist
Baird Transport
06.2012 - 07.2017
High School Diploma -
Bryan County High School
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