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Courtney Cottle

@courtneycottle

Customer Success Specialist at AAA Northeast, resolving member escalations while maintaining 94% CSAT and a 98% QA score.

United States

Message

At AAA Northeast, I handle 80 to 100 member calls and cases daily while maintaining a 98% average QA score and 94% CSAT. I guide members through benefits, renewals, and sensitive reimbursement or coverage questions.

At Carpay, I managed relationships across 250+ dealer accounts and redesigned dealer onboarding. The updated process integrated 75% of dealer customers onto the platform and reduced payment delinquency by 30%.

At CarGurus, I launched and managed the live chat support channel, handling 400+ dealer cases weekly with a 97% CSAT score. I also wrote scripts to standardize support and shared chat trends and dealer feedback with internal teams.

At Purple Carrot, I advanced from Customer Advocate to Customer Experience Specialist, improving social support processes and establishing feedback practices. I’ve also earned the Google AI Professional Certificate and ChurnZero Foundations Certification.

Experience

Work history, roles, and key accomplishments

Current

Membership Specialist

Current

AAA Northeast

Apr 2025 - Present (1 year 7 months)

Handles 80 to 100 member calls and cases daily while maintaining a 98% average QA score and 94% CSAT. Builds lasting member relationships, manages escalations, and processes renewals and membership requests.

Customer Service Escalation Management Quality Assurance Customer Satisfaction Salesforce Zendesk Renewals Retention De escalation Omni Channel Support

Customer Success Specialist

Carpay

May 2023 - Apr 2025 (1 year 11 months)

Managed a portfolio of 250+ dealer accounts, redesigned onboarding to reduce payment delinquency by 30%, and oversaw collections and dispute resolution. Launched semiannual business reviews and trained dealers to increase product adoption.

Account Management Customer Onboarding Collections Dispute Resolution Data Analysis Reporting Training Product Adoption Salesforce Zendesk ChurnZero

Customer Success Partner

CarGurus

Feb 2020 - May 2023 (3 years 3 months)

Led the launch and management of the CarGurus live chat support channel, handling 400+ dealer cases weekly and achieving a 97% CSAT score. Wrote chat scripts, tracked metrics, and served as liaison between dealerships and DMS providers.

Live Chat Customer Success Account Management Onboarding Upselling Data Analysis Reporting Dealer Management Systems DealerCenter Dealertrack Wayne Reaves

Customer Success Manager

Delegate

Nov 2019 - Jan 2020 (2 months)

Managed relationships with up to 500 customers, leading onboarding calls and building personalized education plans to reduce churn. Monitored usage metrics to design re-engagement outreach and shared feedback with internal teams.

Customer Success Onboarding Churn Reduction User Metrics Re Engagement Strategies Feedback Analysis

Customer Experience Specialist

Purple Carrot

Feb 2019 - Nov 2019 (9 months)

Revamped social media support processes, achieving top response rates across digital channels. Implemented a CSAT process for junior team members and established a feedback loop that drove customer experience improvements.

Social Media Support CSAT Customer Experience Feedback Loops Process Improvement

Senior Customer Advocate

Purple Carrot

Dec 2017 - Feb 2019 (1 year 2 months)

Managed customer interactions on social media through Sprout Social, improving response efficiency and engagement. Developed FAQs and automated response scripts, and analyzed customer feedback to inform loyalty initiatives.

Sprout Social Social Media Management FAQ Development Automation Customer Feedback Analysis Retention

Customer Advocate

Purple Carrot

Feb 2017 - Dec 2017 (10 months)

Resolved 1,000+ customer inquiries weekly by phone and email while maintaining a 98% CSAT score. Built standardized Zendesk response templates and tagged customer feedback trends to inform decisions.

Zendesk Customer Service CSAT Feedback Analysis Template Creation