Josh Paddy
Summary
Results-driven Operations and Territory Manager with over a decade of progressive leadership and management experience across service operations, vendor management, and team supervision. Proven ability to lead high-performing teams, strengthen contractor and customer relationships, and drive quality, satisfaction, and operational efficiency across large territories. Known for hands-on leadership, data-driven decision making, and building accountability through coaching and performance planning
Overview
12
12
years of professional experience
Work History
Territory Manager
AAA Club Alliance
04.2022 - Current
- Provide direction and counseling to Contractors on AAA policies and procedures
- Utilize recruitment tools to on-board Roadside Assistance and Approved Auto Repair facilities to ensure Territory is adequately serviced to respond to Member's roadside service requests
- Currently manage over 40 Contractors within the Washington DC, Maryland, and Delaware market
- Negotiate and sign contracts to on-board prospects
- Visit Contractors regularly to establish relationships and ensure that owners and drivers are aware of any roadside or policy changes
- Inspect Contractor equipment to verify fleet is in outstanding condition and uniforms are orderly and presentable
- Create Performance Plans and Paths to Success for Contractors who are underperforming
- Establish successful account relationships by building rapport and maintaining consistent communication
- Analyze trends within the Territory to help implement strategies to increase Quality and Member Satisfaction
Car Care Manager
AAA Club Alliance
06.2020 - 05.2022
- Implemented streamlined processes to enhance workflow efficiency and reduce turnaround times
- Led repair team to ensure timely and efficient service delivery
- Conducted regular audits to maintain quality standards in repair operations
- Collaborated with cross-functional teams to improve customer service initiatives
- Analyzed repair data to identify trends and drive strategic improvements
- Mentored junior technicians, providing guidance on technical skills and fostering professional growth
Dispatch Operations Manager
AAA Club Alliance
05.2018 - 04.2020
- Analyzed dispatch staff performance through regular evaluations, pinpointing areas for enhancement and implementing relevant training initiatives.
- Facilitated regular review meetings with senior management to present progress updates on key performance indicators for the department.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals
- Partnered with various departments to create effective resolutions for persistent customer challenges, enhancing overall satisfaction.
Dispatch Supervisor
AAA Club Alliance
10.2016 - 05.2018
- Managed incoming & outgoing work to ensure processing timeliness & quality results
- Supervised team of 15+ employees and provided training focused on maximizing overall performance
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies
- Collaborated closely with other departments within the organization to optimize workflow processes across teams
- Managed special projects targeted at improving operational success
- Conducted employee counseling & disciplinary sessions
- Participated in the interviewing & selection process for team members
Quality Assurance Supervisor
Fed-Ex Ground
01.2015 - 10.2017
- Led a team of 12+ members
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team
- Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations
- Spotted trends & outliers that impedes the satisfaction of customers
- Formulated reports & guidelines that lead to solutions
- Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance
Store Manager
Rent-A-Center
12.2014 - 01.2016
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees
- Managed inventory control, cash control, and store opening and closing procedures
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation
Brand Ambassador
Amazon
01.2014 - 10.2015
- Traveled between college campuses & on-site locations to discuss & promote the Amazon brand
- Ensured accurate representation of the brand by maintaining consistent messaging and visuals across all promotional materials and presentations
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations
Education
Bachelor of Science - Business Management
Wilmington University
New Castle, DE08.2026
Skills
- Ability to manage multiple vendor relationships
- Salesforce knowledge
- Team collaboration and leadership
- Staff evaluation
- Customer relationship management
- Contract Negotiation
- Project management
- Efficient scheduling
- Conducted employee counseling
- Selection process for team members
Accomplishments
- Ranked number one in Overall YTD Quality Satisfaction out of 28 total Territories
- Lead collaboration with multiple departments to assist with the launch of Salesforce
- Developed Excel-based inventory and performance tracking tools
- Spearheaded acquisition of three competitor companies, contributing to a 15% increase in overall production and 8% increase in customer satisfaction metrics
Timeline
Territory Manager
AAA Club Alliance
04.2022 - Current
Car Care Manager
AAA Club Alliance
06.2020 - 05.2022
Dispatch Operations Manager
AAA Club Alliance
05.2018 - 04.2020
Dispatch Supervisor
AAA Club Alliance
10.2016 - 05.2018
Quality Assurance Supervisor
Fed-Ex Ground
01.2015 - 10.2017
Store Manager
Rent-A-Center
12.2014 - 01.2016
Brand Ambassador
Amazon
01.2014 - 10.2015
Bachelor of Science - Business Management
Wilmington University