Derek Lawrence
Lafayette
Summary
Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.
With additional knowledge in commercial, industrial, and agricultural equipment and operation as pertaining to the fields/areas of operation for a wide range of commercial vehicles and construction/agricultural machinery. While managing primary responsibilities, also conducted commercial and retail sales both outside and within the store environment to further the growth of sales revenue and customer relationships.
Overview
22
22
years of professional experience
Work History
Service Manager
Pomp's Tire Service
07.2015 - 06.2025
- Opening/closing store daily
- Managing cash drawer, sales estimates and invoices, daily sales batching, processing and closing of government and national account invoices
- Handling customer phone calls and identifying needs
- Generating sales estimates and creating orders for retail, commercial, and industrial tire sales
- Generating sales estimates and placing parts orders for retail mechanical work
- Scheduling retail, commercial, and industrial tire service both in shop and on-site
- Managing credits/debits on customer accounts, receiving and applying payments, and making appropriate corrections
- Maintaining tire service shop on a daily basis and coordinating technicians assigned jobs
- Identifying inventory needs and maintaining adequate levels
- Processing accounts payable invoices from vendors
- Generating reports in 2 separate operating systems to be used for both sales and inventory purposes
- Helping diagnose and resolve both tire and mechanical related issues
- Maintaining cleanliness of store and facilities
- Communicating and working with other company locations for service, sales, and inventory purposes
- Greeting customers and helping them understand these steps to be taken in order to perform services they require
- Maintaining current product knowledge and adjusting inventory according to manufacturers updated lines
- Processing incoming and outgoing paperwork
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
Corporate Store Manager
Pomp's Tire Service
06.2011 - 07.2015
- Managed daily operations, including phone conversations with customers and material suppliers, ordering product on a daily basis and performing inventory checks monthly, managing customer accounts including information and instructions, creating and processing invoices, dealing with customers face-to-face in a fast-paced environment, dispatching emergency and scheduled field/roadside service, general building/grounds maintenance and repair/cleanliness, hiring/staffing of employees, analyzing profit/expense reports and appropriating store assets, and other general daily management duties.
- Assisted/oversaw the construction of on-site production plant, integration of inventory production process, and helped create a shipping/receiving warehouse and staffing/route management for both intracompany transfers and customer pick-up/delivery.
- Performed data entry/emendation within 2 separate operating systems that worked in tandem, and utilizing the reports from those systems for daily operations and asset/inventory management.
Corporate Store Manager
Pomp's Tire Service
05.2010 - 06.2011
- Managed daily operations, including phone conversations with customers and material suppliers, ordering product on a daily basis and performing inventory checks monthly, managing customer accounts including information and instructions, creating and processing invoices, dealing with customers face-to-face in a fast-paced environment, dispatching emergency and scheduled field/roadside service, general building/grounds maintenance and repair/cleanliness, hiring/staffing employees, analyzing profit/expense reports and appropriating store assets, and other general daily management duties.
Sales Representative
Pomp's Tire Service
03.2007 - 07.2009
- Outside sales for commercial truck, industrial, and passenger/light truck tires.
- Responsible for setting my own schedule, composing my own quotes and estimates, negotiating with customers, processed deliveries and returns.
- Worked in a competitive environment that was dependent on asking for detailed information and being able to assess needs and help make decisions with clients.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Identified and tapped into new markets, significantly expanding customer base.
- Participated in trade shows and conferences to network and generate leads.
- Exceeded sales targets through effective planning and goal setting.
- Negotiated favorable terms in contracts, ensuring both customer satisfaction and profitability.
- Set and achieved company defined sales goals.
- Negotiated prices, terms of sales and service agreements.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Street Team Member
Village of Crete
05.2003 - 11.2006
- Streets and utilities maintenance, along with general handyman work involving a variety of tools and equipment.
- Some light and heavy machinery operation, including vac truck, payloader, backhoe, and commercial wood chipper.
- Performed basic and intermediate landscape work.
- Frequent work with road repair and asphalting.
- Concrete curb and sidewalk work.
- Tree trimming/felling and felled tree/brush removal.
- Storm sewer repair and maintenance.
- Gravel and dirt work.
- Water main and fire hydrant repair/replacement.
- In house maintenance of most/all equipment, from chainsaws and weed-whackers, to light and heavy duty truck general maintenance, to municipal/agricultural equipment.
- Maintained, repaired and installed traffic signs, route markers, and pavement markings.
- Helped keep city running smoothly in winter with prompt snow and ice removal.
- Operated basic highway maintenance and traffic equipment to sustain, repair and clean highways and right-of-ways.
- Improved city infrastructure by conducting regular maintenance and repairs of public facilities.
- Completed minor repairs, preventive maintenance, refueling and pre-trip inspections on vehicles and equipment.
- Maintained public spaces in clean and aesthetically pleasing condition, thereby improving the overall appearance of the city and promoting a positive image to visitors.
- Operated all heavy equipment properly according to employer safety specifications.
- Filled potholes and smoothed out rough surfaces.
- Safely controlled traffic in high-volume areas during roadwork projects and repairs.
- Used flags to warn motorists about hazards, obstacles and workers ahead.
- Cleaned and graded ditches, drainage structures, highway shoulders and slopes.
- Removed snow, ice and debris from roadways after storms to clear major transportation routes.
- Completed attractive roadside landscaping through timely mowing, weed removal and new plantings to beautify local roadways.
Education
High school diploma + some college - Automotive Technology
Prairie State College
Chicago Heights, IL01.2006
Skills
- Shipping & receiving
- Backhoe Operation
- Customer service
- Management
- Automotive service
- Tree Trimming
- Help Desk
- Forklift
- Municipal Maintenance/Labor
- Communication skills
- Cash handling
- Cash register
- Landscape Maintenance
- Data entry
- Supervising experience
- Handyman
- Logistics
- Operations management
- Sales
- Team management
- Interviewing
- Heavy equipment operation
- Store management
- Inventory control
- Payroll
- Stocking
- Outside Sales
- Leadership
- Asset management
- Joint operations
- Retail Management
- Negotiation
- Store Management Experience
- Computer skills
- Employee orientation
- Retail sales
- Bilingual
- Team leadership
- Multitasking and organization
- Problem-solving
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Quality assurance
- Workplace safety
- Documentation and reporting
- Office administration
- Employee supervision
- Service scheduling
- Operational efficiency
- Work Planning and Prioritization
- New employee hiring
- Policy and procedure enforcement
- Estimating and quoting
- Inventory management
- Service and parts teams management
- Coaching and mentoring
- Technical support
- Preventive Maintenance
- Relationship building
- Mechanical diagnostics
- Analytical thinking
- Culture development
- Service delivery optimization
- Shift scheduling
- Staff supervision
- Data management
- Supply ordering
- Revenue generation
- Upselling
- Multiple priorities management
- Task delegation
- Sales support
- Process implementation
- Vendor sourcing
- Verbal and written communication
<Enter your own>
Title: Commercial/Retail Manager
Timeline
Service Manager
Pomp's Tire Service
07.2015 - 06.2025
Corporate Store Manager
Pomp's Tire Service
06.2011 - 07.2015
Corporate Store Manager
Pomp's Tire Service
05.2010 - 06.2011
Sales Representative
Pomp's Tire Service
03.2007 - 07.2009
Street Team Member
Village of Crete
05.2003 - 11.2006
High school diploma + some college - Automotive Technology
Prairie State College
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