Derrick Anderson
Marathon
Summary
Dynamic professional with a proven track record of driving revenue growth and profitability. Skilled in conflict resolution, KPI monitoring, and relationship building, consistently achieving significant increases in customer satisfaction, growth and retention.
Overview
17
17
years of professional experience
Work History
Service Manager
Truck Country
Rothschild, WI
11.2018 - Current
- Increased overall revenue by upselling additional services and products during routine weekly customer visits achieving an 11.73% total gross profit increase over budget YTD, collaborating with the parts and sales teams to identify customer conquest and retention opportunities.
- Monitor KPIs and P&L to control expenses and maximize profitability, obtaining an 68.87% increase to the bottom line over budget YTD.
- Manage customer accounts while monitoring sales in existing accounts and identifying conquest opportunities through direct customer visits and interactions, building sustainable relationships.
- Recruited, trained, and managed a team of 24 certified technicians, boosting current efficiencies to 148.08% SCP, 106.07% SDISC & 118.68% total warranty recovery.
- Hired, trained, and managed a team of 7 service admin staff members to meet department revenue and absorption goals, while maintaining service personnel as a % of gross profit to the target metric.
- Hired, trained, and managed a team of 14 transfer drivers scheduling daily pickup and deliveries of customer units, as well as new and used truck transfers.
- Maintain customer throughput goals, currently 90.63% - 4 hour throughput & 83.33% - 8 hours throughput.
- Focus daily operations on continuous improvement, ensuring team compliance with DTNA standards ensuring an Elite Support customer experience.
- Developed strong relationships with vendors and suppliers, resulting in improved customer support.
- Monitor team performance, identifying and implementing OFIs while also celebrating individual successes.
Multiple Job Titles Achieved
Fargo Freightliner / Forks Freightliner
Fargo, ND
02.2009 - 11.2018
- During my career at Fargo & Forks Freightliner I was able to achieve continued career progression and mobility, achieving full job role and responsibility execution, along with process improvement in the following job titles: Recon Bay Tech, Service Writer, Service Advisor, Service Foreman, Warranty Administrator.
- Built strong working relationships with customer and vendors, as wells as impactful collaborations and lasting friendships with the dealer ownership group.
- Self motivated, with a strong sense of personal responsibility for customer satisfaction and retention.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Business Administration
North Dakota State University
Fargo, NDHigh School Diploma -
Griggs County Central High School
Cooperstown, NDSkills
- Self motivated for personal performance leading to customer and dealership success
- Build strong relationships utilizing emotional intelligence and social maturity
- Thrive in fast paced, high volume environments while maintaining organization and effectiveness
- Immense pride in brand loyalty and allegiance
- Demonstrate composure and collectiveness during conflict resolution
- Strong soft skills for sales while remaining resilient
- KPI focused to drive profitability
Timeline
Service Manager
Truck Country
11.2018 - Current
Multiple Job Titles Achieved
Fargo Freightliner / Forks Freightliner
02.2009 - 11.2018
Business Administration
North Dakota State University
High School Diploma -
Griggs County Central High School