Amanda Griffith
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Resourceful, personable and willing to take on new opportunities to learn and continue skill building and expansion.
Overview
15
15
years of professional experience
Work History
Assistant Service Coordinator
Wagner Equipment Co
Aurora, CO
12.2017 - Current
- Answering a constant flow of calls and emails with minimal wait times for internal and external customers, supplying answers about products and services we offer, such as OPT overhauls and other requested work.
- Updated account information to maintain customer records, in SIMSi and SVL, working with the account maintenance group.
- Created quotes within DBS, SVL and PSQ, working with lead on customer quotes.
- Completed payments through payment worksuites, Snap Pay, wires, and CAT Financial, as well as promoting the CAT card and promotional financing offers.
- Conducted service training and mentored team members to promote productivity, such as SIMS entries and other required metrics. Responsible for signing technicians and new hires for classes at WTI.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responsible for completing and submitting weekly payroll, on-call pay, tool reimbursement requests, and ordering uniforms.
- Opening, updating, and invoicing working orders in SVL and maintaining a weekly WIP report. Submitting OPT paperwork for registration and providing invoices to customers. Assisting industrial shop with the same functions, as needed.
- Filing for warranty and goodwill, checking for correct SIMS entry, TRG, parts, and all note components. Working with CAT rep, to request and get approval for Goodwill.
- Worked with the Albuquerque truck shop starting September 2021, performing the same duties.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrates respect, friendliness, and willingness to help wherever needed.
Customer Service Representative
Swift Transportation
Denver, CO
12.2014 - 12.2017
- Worked with customers via phone and email to create shipments in the AS400 system and maintain pick-up and delivery by specified dates and times, adding separate pick-up/delivery stops. Manually figured delivery times based on load times and mileage. Working with customs to have loads delivered to various Canadian provinces.
- Tracked shipments from dispatch through delivery to verify their timely arrival. I promptly recovered loads and spoke with drivers to ensure on-time delivery. Updated customers via per-request websites to provide separate tracking information.
- Became a driver leader for a specialty division, Feld Entertainment—Trade Show. With 15 drivers, responsible for transporting circuses, such as Supercross, Arenacross, Cirque Du Soleil, Monster Jam, etc.
- Maintained accurate shipment, invoice, and expense documentation for reliable reference. Responsible for billing customers appropriate charges for deadheading, additional stops, etc., required to complete shipment.
- Assisted with planning and dispatching drivers company-wide, checking shop status, completing Qualcomm messaging, verifying routes, and providing Comdata payments where applicable.
- Worked closely with personnel, customers, and drivers to resolve problems.
- Balanced schedule and customer demand against team capabilities and available resources to meet on-time delivery for all loads, including JIT and Hazmat.
- Successfully won an office competition for the most loads booked out of California in 2016, when there was a significant freight shortage.
Human Resources Supervisor
Babies R Us
Westminster, CO
09.2009 - 08.2016
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering position knowledge and skillset, and coordinated new hire orientations.
- Called applicants to set up job interviews and reported to the manager. I completed the hiring process for all new hires.
- Held a key holder position, was responsible for opening and closing the store, and was a supervisor for various departments.
- Logged attendance and maintained weekly metrics obtained by cashiers.
- Maintained and updated weekly WIGs.
- Created baby registries and GFS orders.
- Assisted customers with finding items throughout the store and placing orders over the phone for not only our location but others as well.
- Provided additional assistance at Toys R Us locations during Christmas and Thanksgiving to support the additional staffing need.
- Worked in the cash office, maintaining register balances, noting, and speaking with the manager for any overs/shorts, and submitting daily balances.
- Worked in every department of the store to become knowledgeable and able to assist all customers with their needs.
Telecommunicator
City Of Aurora
12.2013 - 04.2014
- Answered 911 emergency and non-emergency phone calls, submitting the information into a call screen to be dispatched.
- Called cell phone providers such as Sprint, AT&T, T-Mobile and Verizon to get subscriber information and fax important documents to them.
Quality Assurance
Tyco Integrated Security
06.2012 - 12.2013
- Collaborated with management to provide training on improved processes and assisted with the creation and maintenance of quality training.
- Recorded findings of the inspection process, collaborating with a quality team to implement corrective actions.
- Analyzed quality and performance data to support operational decision-making.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Assisted technicians with reprogramming alarm panels at customer locations and troubleshooting issues with panels not communicating properly.
- Data entry into MasterMind and Compass.
Education
Bachelor of Science - Psychology
Metropolitan State University of Denver
Denver, CO05.2024
High School Diploma -
Smoky Hill High School
Aurora05.2008
Skills
- 70 WPM and advanced in 10-key
- Proficient in Microsoft Office and Excel
- 10 years customer service experience
- Email Correspondence
- Telephone Communication
- Clerical Support
- Arranging Paperwork
- Administrative and Office Support
Quote
Go the extra mile, it's never crowded.
Dr. Wayne Dyer
Work Preference
Work Type
Full TimeLocation Preference
HybridRemoteOn-SiteImportant To Me
Work-life balanceCareer advancementPaid sick leaveHealthcare benefitsFlexible work hoursPaid time offWork from home optionPersonal development programsCompany CultureWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Service Coordinator
Wagner Equipment Co
12.2017 - Current
Customer Service Representative
Swift Transportation
12.2014 - 12.2017
Telecommunicator
City Of Aurora
12.2013 - 04.2014
Quality Assurance
Tyco Integrated Security
06.2012 - 12.2013
Human Resources Supervisor
Babies R Us
09.2009 - 08.2016
Bachelor of Science - Psychology
Metropolitan State University of Denver
High School Diploma -
Smoky Hill High School