Summary
Overview
Work History
Education
Skills
References
Timeline
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Lan Nall

Yakima,WA

Summary

Goal-driven service manager offering several years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.

Overview

24
24
years of professional experience

Work History

Service Manager

Gordon Truck Centers
Yakima, WA
05.2017 - 02.2025
  • Branch and Service Manager for a Freightliner/Daimler dealership, including Sales, Service, and Parts.
  • Resolved customer complaints in a timely manner.
  • Performed root cause analysis on recurring problems encountered by customers.
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Monitored service performance metrics to identify areas of improvement.
  • Conducted performance reviews and provided constructive feedback to staff members.

Director of Terminal Operations

Gordon Trucking Inc.
Clackamas, OR
03.2013 - 05.2017
  • Managed a terminal with approximately 150 based trucks, a full-service shop, along with an operations center managing up to nine dispatchers, planners, and customer service.
  • Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
  • Recruited, trained, supervised, evaluated and mentored staff members.
  • Collaborated with senior leadership to set long-term objectives for the company.

Director of Terminal Operations

Gordon Trucking Inc.
Medford, OR
07.2008 - 03.2013
  • Managed a terminal of approximately 250-based trucks, a five-bay shop, along with a separate body shop.
  • Main responsibilities consisted of managing dispatch, planning, and customer service for Northern California and Southern Oregon, along with the day-to-day operations of an outside terminal.
  • Recruited, trained, supervised, evaluated and mentored staff members.
  • Collaborated with senior leadership to set long-term objectives for the company.

Operations Manager

Gordon Trucking Inc.
Pacific, WA
03.2005 - 07.2008
  • Managed the support crew from the corporate terminal, which consisted of 17 dispatchers, planners, and customer service representatives for nights and weekends, with about 2,300 trucks overall.
  • Created detailed reports on the performance of individual departments within operations.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.

PNW Operations Manager

Gordon Trucking Inc.
Pacific, WA
04.2001 - 03.2005
  • Managed the planning and dispatch of the Pacific Northwest Heavy Haul division, ensuring all loads were planned and dispatched for on-time delivery.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Coordinated cross-functional teams to ensure timely delivery of products and services.

Education

High School Diploma -

Selah High School
Selah, WA
05-1982

Skills

  • 38 years of experience in trucking
  • Service management
  • Staff training
  • Performance monitoring
  • Root cause analysis
  • Regulatory compliance
  • Employee evaluation
  • Customer relations

References

References available upon request.

Timeline

Service Manager

Gordon Truck Centers
05.2017 - 02.2025

Director of Terminal Operations

Gordon Trucking Inc.
03.2013 - 05.2017

Director of Terminal Operations

Gordon Trucking Inc.
07.2008 - 03.2013

Operations Manager

Gordon Trucking Inc.
03.2005 - 07.2008

PNW Operations Manager

Gordon Trucking Inc.
04.2001 - 03.2005

High School Diploma -

Selah High School

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Lan Nall