Customer Service Experience

Connie Greenfield – Page *

Connie Greenfield

**** ****** ****** *********, ** 98660 clgreenfield66@gmail.com 503-***-**** Professional Summary

With a proven track record in general administraƟon, accounƟng, sales/markeƟng, and customer service, I excel in high-pressure, fast-paced environments. I am familiar with a variety of office procedures, systems, and technologies, and possess strong verbal and wriƩen communicaƟon skills. Organized, adaptable, and results-driven, I am a team player with mulƟtasking abiliƟes and extensive computer proficiency.

Key Skills & Achievements

Customer CommunicaƟon: ExcepƟonal ability to engage with customers, resolve issues, and ensure saƟsfacƟon.

General AdministraƟon: Proficient in managing day-to-day administraƟve tasks including coordinaƟng meeƟngs, scheduling, maintaining documentaƟon, office supply ordering, and communicaƟons.

Training CoordinaƟon: Experienced in developing technician training paths and scheduling onsite and remote training/meeƟngs.

Team Building & Leadership: Skilled at supporƟng management and fostering team cohesion.

Problem Solving: EffecƟve in idenƟfying challenges and implemenƟng soluƟons to improve processes.

Financial Management: Adept at reconciling credit card transacƟons and balancing peƩy cash for service, parts, and truck sales.

Award-Winning CIC: Recognized for excellence with the Daimler Truck North America WOW and CMT awards for contribuƟons to conƟnuous improvement and customer experience. Professional Competencies

OEM Systems:

Daimler AŌermarket Resource (ARC), Daimler Access Freightliner, ID Management Suite, Allison Transmission Extranet and E-Learn, Eaton Roadranger Academy, DTNA Owl Warranty, DTNA Parts Accelerator, Mitchell 1

OperaƟng Systems:

SX.e GUI, Trend, Procede, Karmak/Fusion, Paytrace, Team-up/TUI Office Systems:

MicrosoŌ Office Suite (Word, Excel, PowerPoint, Outlook, Publisher), Adobe, SharePoint, HTML, Concur, Zoom, MicrosoŌ Teams, Scanning Technology

Connie Greenfield – Page 2

Professional Experience

Customer Experience Supervisor

The W.W. Williams Company – January 2024 – October 2024

Managed all incoming service calls, set appointments, and ensured ongoing communicaƟon with technicians and customers.

Prepared esƟmates, iniƟated service write-ups, and processed warranty claims accurately.

Coordinated scheduling of both shop and field technicians

Uploaded customer documentaƟon, service spreadsheets, and parts lists for vehicle maintenance and repair to MicrosoŌ Teams, ensuring availability to others within the company.

Collaborated with third-party billing companies.

Supported branch management in daily operaƟons.

Engine Sales Administrator

Monarch Power Supply – June 2023 – January 2024

Assisted in daily invoicing, managed engine inventory, and supported the sales coordinator. Support Service Account Manager

Gordon Truck Centers dba Western Star Northwest – August 2022 – June 2023

Provided customer support when Service Account Managers were unavailable, handled service write-ups, esƟmates, and repair orders.

Assisted the Ridgefield, WA branch manager with cash box reconciliaƟon, office supplies, and other administraƟve duƟes.

ConƟnuous Improvement Coordinator (CIC)

Gordon Truck Centers dba Western Star Northwest – July 2020 – June 2023

Led efforts to enhance customer experience by improving service and parts throughput, technician efficiency, and overall operaƟons.

Conducted regular communicaƟon with department managers and employees, ensuring consistent delivery of top-Ɵer customer service.

Product Training Administrator

Gordon Truck Centers dba Western Star Northwest – 2008 – August 2022

Developed training paths for over 200 technicians across 14 locaƟons.

Administered access to OEM websites and coordinated the renewal of diagnosƟc soŌware.

Supported communicaƟon with managers to track technician training status.

Designed and published training schedules, managed class registraƟons, and prepared training materials.

Collaborated with dealer managers to maintain technician training paths, and created specialized training for military and transit authoriƟes.

Connie Greenfield – Page 3

Corporate Administrator Assistant

Pacific Power Group – 2001 – 2008

Supported the Corporate Administrator in daily tasks including travel booking, registraƟon processing, and inventory control.

Communicated frequently with leadership and employees across 11 locaƟons.

Maintained meeƟng calendars for upper management

Coverage of recepƟon desk and day-to-day duƟes as required.

Managed office supplies for over 80 employees across two buildings, serving both corporate and service teams.

Key Accomplishments

Daimler Truck North America WOW Award (2022): Recognized for process improvement and customer experience excellence.

Daimler Truck North America CMT Award: Honored for contribuƟons to Change Management Teams, implemenƟng sustainable dealership improvements.

Developed an approved apprenƟceship program with the State of Washington for industrial truck mechanics.

Created and sold custom classes that increased company revenue by $345,000 over five years. EducaƟon

Associate’s Degree in Business AdministraƟon and Management GPA: 4.0

Professional Development

DTNA Elite Support Training Levels 1, 2, and 3

MicrosoŌ Excel “Beyond the Basics” (Fred Pryor Seminar)

Daimler Trucks North America Security Administrator Training

CPR CerƟfied

References available upon request.

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