Terry Lawson
Fountain
Summary
Dynamic leader with a strong track record in customer service and sales management, consistently exceeding sales targets while boosting customer satisfaction. Skilled in inventory management, visual merchandising, driving revenue growth, and creating a collaborative work culture. Brings professional leadership, outstanding team management skills, and operational expertise. Experienced in delivering top-notch customer communication and service, and ensuring performance aligns with all relevant standards, rules, and regulations.
Overview
16
16
years of professional experience
Work History
Assistant Store Manager
Comcast
Pueblo
06.2024 - 12.2024
- Collaborated with team to enhance customer service and store presentation.
- Assisted in managing daily store operations and staff scheduling.
- Trained new employees on company policies and sales techniques.
- Provided technical support and account assistance to residential and business customers over phone, chat, and in person.
- Promoted Comcast products and services, upselling where appropriate to meet customer needs and meet/exceed sales targets.
- Educated customers on service features, billing details, and troubleshooting techniques to improve the customer experience.
- Handled escalated issues with professionalism, and resolved concerns in a timely and efficient manner.
- Developed promotional displays to attract customer attention and increase sales.
Assistant Store Manager
Comcast
Jacksonville
11.2022 - 07.2024
- Provided technical support and account assistance to residential and business customers over phone, chat, and in person.
- Promoted Comcast products and services, upselling where appropriate to meet customer needs and meet/exceed sales targets.
- Educated customers on service features, billing details, and troubleshooting techniques to improve the customer experience.
- Handled escalated issues with professionalism, and resolved concerns in a timely and efficient manner.
- Processed payments, service upgrades, downgrades, and account changes with high attention to accuracy.
- Collaborated with team members to meet individual and team performance goals in a fast-paced, metric-driven environment.
- Maintained knowledge of current promotions, packages, and technical updates to ensure accurate and informed communication with customers.
Assistant Store Manager
Comcast
Colorado Springs
11.2020 - 11.2022
- Assisted in daily store operations, including opening/closing procedures, inventory management, and staff supervision.
- Trained and coached sales associates to meet sales goals and deliver excellent customer service.
- Supported store manager in creating employee schedules and delegating tasks to ensure efficient workflow.
- Handled customer inquiries, resolved complaints, and ensured a positive shopping experience.
- Monitored sales metrics and implemented strategies to increase revenue and improve customer satisfaction.
- Maintained merchandising standards and store cleanliness to align with company branding and expectations.
- Processed financial transactions, performed cash handling duties, and reconciled registers.
Customer Service Professional
Comcast
Colorado Springs
09.2019 - 11.2020
- Delivered exceptional service to residential and business customers by addressing inquiries, resolving issues, and providing product information via phone, chat, and in-person support.
- Assisted customers with troubleshooting cable, internet, and phone services, guiding them through technical resolutions to ensure minimal service interruptions.
- Educated customers on billing details, account features, and promotional offers to ensure clarity and satisfaction.
- Processed service requests, account modifications, equipment returns, and payment transactions with high attention to accuracy and customer data security.
- De-escalated complex customer concerns with empathy and professionalism, resulting in increased customer retention and satisfaction.
- Collaborated with cross-functional teams to ensure quick resolution of service issues and seamless customer experience.
- Maintained up-to-date knowledge of Comcast products, services, promotions, and technical systems to provide accurate and informed support.
- Consistently met or exceeded performance metrics including customer satisfaction scores, first-call resolution, and service response times.
Customer Service Sales Representative
Rent-A-Center NPS
Colorado Springs
06.2018 - 11.2019
- Assisted customers in selecting lease-to-own products such as electronics, appliances, furniture, and computers based on their needs and budget.
- Explained rental agreements, payment plans, and promotions clearly to ensure customer understanding and satisfaction.
- Built strong relationships with customers through excellent service and follow-up, resulting in increased retention and repeat business.
- Met and exceeded monthly sales goals and KPIs by promoting additional products and offering relevant add-ons.
- Maintained showroom appearance by organizing merchandise, setting up displays, and ensuring all products were clean and in working condition.
- Processed rental applications, performed credit evaluations, and entered customer data into the system accurately.
- Handled payments, account updates, and customer service inquiries both in-person and over the phone.
- Delivered and set up furniture, electronics, and appliances in customers’ homes while ensuring safe handling and damage prevention.
- Demonstrated product functions and care instructions to customers during delivery and installation.
- Conducted routine product inspections, repairs, and maintenance to ensure items were rental-ready.
- Coordinated with sales and customer service teams to schedule timely pickups and deliveries.
- Retrieved merchandise from customers for non-payment or contract completion, following company policies and maintaining professionalism.
- Maintained delivery vehicles and ensured all equipment was secured and ready for transport.
- Provided excellent customer service during every interaction to ensure a positive experience and support customer retention.
Merchandise Pickup Associate
Sams Club
Colorado Springs
05.2017 - 12.2017
- Processed and fulfilled online orders for members efficiently and accurately, ensuring a smooth and timely pickup experience.
- Verified order accuracy by double-checking item counts, packaging, and member preferences before staging for pickup.
- Provided friendly and professional curbside service, assisting members with loading items into their vehicles.
- Communicated with members regarding order status, substitutions, or delays to ensure transparency and customer satisfaction.
- Operated handheld devices and inventory management systems to track order progress and maintain stock accuracy.
- Collaborated with team members and department leads to prioritize high-volume pickup times and meet hourly fulfillment targets.
- Maintained clean and organized staging areas, following safety and company guidelines for storing and handling merchandise.
- Delivered exceptional member service, addressing concerns or issues promptly and professionally to enhance the overall shopping experience.
Construction Equipment Mechanic
U.S Army Military
Fort Carson
08.2008 - 12.2015
- Inspected, diagnosed, and repaired construction equipment such as bulldozers, cranes, graders, and loaders to ensure operational readiness.
- Performed preventative maintenance checks and services (PMCS) on diesel engines, hydraulic systems, fuel systems, and power transmissions.
- Maintained accurate service records and completed work orders in accordance with military maintenance standards.
- Operated a variety of tools, diagnostic equipment, and testing instruments to troubleshoot malfunctions and restore equipment function.
- Adhered to safety protocols and environmental regulations while performing maintenance tasks in field and garrison environments.
- Conducted maintenance and repairs on wheeled vehicles including Humvees, tactical trucks, and support trailers.
- Diagnosed and resolved mechanical, electrical, brake, steering, and suspension system issues to ensure mission readiness.
- Utilized technical manuals and electronic systems to perform accurate troubleshooting and repair procedures.
- Assisted in the recovery of disabled vehicles and supported convoys by ensuring transport vehicles were fully operational.
- Maintained motor pool inventory, tools, and parts to support continuous operational readiness.
- Supervised and trained a team of 5–10 soldiers in vehicle and equipment maintenance, ensuring all tasks met Army standards and timelines.
- Delegated daily maintenance responsibilities and inspected work to ensure accuracy and completeness.
- Provided technical guidance on equipment repairs and led quality assurance inspections before returning vehicles to service.
- Maintained detailed maintenance logs and operational reports for leadership review.
- Fostered a culture of safety and accountability within the team, resulting in zero safety incidents during assigned leadership.
- Performed field and depot-level maintenance on heavy-duty construction machinery such as excavators, scrapers, and rollers.
- Diagnosed and repaired mechanical, hydraulic, and pneumatic systems under high-pressure, time-sensitive conditions.
- Ensured rapid turnaround of mission-critical equipment for deployment and construction operations.
- Rebuilt engines, replaced damaged parts, and tested systems post-repair to ensure full functionality.
- Supported engineering missions by maintaining fleet readiness, contributing to the successful completion of construction and infrastructure projects.
Education
Bachelor of Science - Information Technology
Colorado Technical University
Colorado Springs, CO08-2026
High School Diploma -
Canton High School
Canton, MS05-2008
Skills
- Customer service and support
- Sales leadership
- Team management
- Inventory control
- Employee development
- Visual merchandising
- Employee training
- Sales techniques
- Relationship building and management
- Mentoring and coaching
- Sales expertise
- New hire training
- Team building and leadership
- Upselling and cross selling
- Employee coaching
- Sales strategies
Timeline
Assistant Store Manager
Comcast
06.2024 - 12.2024
Assistant Store Manager
Comcast
11.2022 - 07.2024
Assistant Store Manager
Comcast
11.2020 - 11.2022
Customer Service Professional
Comcast
09.2019 - 11.2020
Customer Service Sales Representative
Rent-A-Center NPS
06.2018 - 11.2019
Merchandise Pickup Associate
Sams Club
05.2017 - 12.2017
Construction Equipment Mechanic
U.S Army Military
08.2008 - 12.2015
Bachelor of Science - Information Technology
Colorado Technical University
High School Diploma -
Canton High School