Summary
Overview
Work History
Education
Skills
Timeline
Generic

Josh Smallwood

Lagrange

Summary

Dynamic leader with expertise in operations management and strategic planning at Mike Patton Auto Family. Enhanced customer satisfaction by implementing innovative service strategies, boosting repeat business by 30%. Proven track record in mentoring teams and optimizing workflows, driving efficiency and productivity. Skilled in database administration and fostering strong client relationships.

Experienced with managing diverse service operations and leading high-performing teams. Utilizes strategic planning and process optimization to enhance service quality and client satisfaction. Track record of fostering collaborative environments and driving continuous improvement initiatives.

Service management professional with extensive experience leading teams and driving results. Proven track record in optimizing operations, enhancing customer satisfaction, and developing strategic initiatives. Known for strong focus on team collaboration, adaptability, and achieving measurable outcomes. Skilled in conflict resolution, resource allocation, and continuous improvement. Recognized for reliability and capacity to thrive in dynamic environments.

Service-focused professional with history of driving operational excellence and delivering top-quality service outcomes. Known for strategic planning and enhancing customer experiences through innovative solutions. Promotes teamwork and adapts to evolving challenges with effective communication and leadership skills.

Overview

21
21
years of professional experience

Work History

Service Director

Mike Patton Auto Family
01.2021 - Current
  • Assisted in developing service strategies to enhance customer satisfaction and operational efficiency.
  • Supported team in implementing service protocols and standard operating procedures.
  • Learned to utilize customer relationship management software for tracking client interactions.
  • Collaborated with colleagues to address customer inquiries and resolve issues promptly.
  • Participated in training sessions to understand industry best practices and service standards.
  • Aided in maintaining service quality by conducting routine assessments of team performance.
  • Contributed to documentation of service processes for improved knowledge sharing among staff.
  • Engaged in feedback collection from clients to identify areas for service improvement.
  • Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
  • Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
  • Forged strong partnerships with external stakeholders as well as maintained healthy relations with clients.
  • Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
  • Introduced innovative solutions to streamline internal processes which resulted in enhanced overall efficiency.
  • Managed budgets and resources, ensuring optimal allocation for maximum impact on service delivery outcomes.
  • Ensured compliance with industry regulations and standards, maintaining a safe working environment for staff and customers alike.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Provided leadership, guidance and support to staff members.
  • Monitored program performance and outcomes for successful delivery of services.

Service Manager

Mike Patton Ford / Mike Patton Honda/Mike Patton CDJR
11.2017 - 01.2019
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Monitored service staff performance and provided feedback for improvement.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
  • Monitored team performance, adhered to service level agreements and provided detailed job training.

Mechanic Shop Foreman

Mike Patton Honda
01.2005 - 10.2017
  • Oversaw daily operations to ensure efficient workflow and adherence to safety protocols.
  • Mentored junior mechanics, enhancing skill development and promoting best practices.
  • Implemented process improvements that streamlined vehicle repair turnaround times.
  • Coordinated maintenance schedules for equipment, minimizing downtime and optimizing productivity.

Master Technician

Mike Patton Honda
01.2005 - 09.2008
  • Improved vehicle performance by conducting comprehensive diagnostics and identifying root causes of issues.
  • Supported business growth through building strong relationships with customers, addressing their concerns promptly and professionally.
  • Boosted overall shop productivity by mentoring junior technicians, sharing knowledge, tips, and tricks to improve their skillsets quickly.
  • Collaborated effectively with service advisors to accurately document repair needs and provide detailed estimates for client approval.

Education

Associate of Science - Business Administration

University of West Georgia
Carrollton, GA
05-2007

Associate of Science - Industrial Automation

West Georgia Technical College
La Grange, Ga
05-2008

Skills

  • Effective team leadership
  • Training and mentoring
  • Operations management
  • Strategic planning
  • Staff development
  • Payroll and budgeting
  • Performance analysis
  • Credit and collections
  • Database administration
  • Departmental budgeting
  • Financial recording
  • Database operations
  • Team collaboration

Timeline

Service Director

Mike Patton Auto Family
01.2021 - Current

Service Manager

Mike Patton Ford / Mike Patton Honda/Mike Patton CDJR
11.2017 - 01.2019

Mechanic Shop Foreman

Mike Patton Honda
01.2005 - 10.2017

Master Technician

Mike Patton Honda
01.2005 - 09.2008

Associate of Science - Business Administration

University of West Georgia

Associate of Science - Industrial Automation

West Georgia Technical College

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