Lacey Defries Email & Phone Number

Amarillo, Texas, United States

Amarillo, Texas

• Appointed as contact and submitter of government bid process for all state, county, and independent school districts across Texas, Oklahoma, Kansas, New Mexico, Colorado, Arizona, Wyoming, Nebraska, and Montana.
• Streamlined process, taking over the job of two executives
• Increased communication with government entities and stores handling service/delivery of product
• Overhauled process of customer ordering to eliminate errors and customer frustration
• Investigated previous years bids to find errors and reasons that they were not won, resulting in an increase of successful bids by 21%
• Increased company gross profit 210k during first 3 months

Amarillo, Texas Area

• In charge of 900 customer accounts in Texas, Oklahoma, Kansas, and New Mexico
• Providing a point of contact for all customers to handle customer servicing needs, addressing escalated situations, setting up and managing associate vendor programs, and providing growth driven directions to ensure.
• Updating of customer pricing to insure sales objectives and gross profit increase for customer
• Increased Gross Profit for company by 9% and 150k in 4 months compared to previous year
• Added 24 new customers in areas that were previously deemed to be saturated markets
• Trained new Territory Sales Manager and provided feedback to Vice President of Sales on their progress and learning curve

Amarillo, Texas

• Leader to 18 Customer Service Representatives (CSR’s) responsible for servicing 38,128 accounts
• Each CSR averages 60 outbound and 130 incoming calls and requests, totaling over 3,420 calls per day / 17,100 calls per week.
• Charged with handling freight quotes and shipping within company stores, warehouses, and direct shipment to customers
• Created CSR handbook and Standard Operating Procedures to improve both new hire training as well as the customer experience provided to all customers
• Created Manager Handbook in order to help build consistency with all day to day activities
• Training New Hires on Tire Basics, Distribution Center transfer schedules, phone process for both inbound and outbound, and providing the highest possible customer service with providing coaching and feedback.

Amarillo, Texas

• Sales responsibility for 3 accounts with gross profit increase of $328K
• Discount Tire: Gross Profit increase of 54% from $245K to $535K first-year
• Big-O Tire: Gross Profit increase of 22% from $58K to $74K first –year
• Peerless Tire: Gross Profit increase of 35 % from $41K to $63K first-year
• Partnering with HR department with handling documentation and employment decisions
• Leader to 3 Customer Service Representatives (CSR’s) responsible for 300 client accounts each

Amarillo, Texas

• Handled inbound customers for 12 stores while increasing customers’ sales orders.
• Tasked with contacting customers with outbound calls to increase GP.
• Change price levels to increase GP by doubling and at times tripling customer sales.
• Processed sales orders that averaged $4k
• Increased one sales order that normally averaged $10K to $56K per ticket
• Traveled to customers to train on Tire Basics for their employees

Pre-Nursing Studies, 3.0

Cna, Pre-Nursing Studies

Diploma, 3.3