Joshua Martin
Hopewell,OH
Summary
Successful operation manager that works in a fast-paced environment to maximize production.
Professional Summary:
Goal-driven Operations Management professional with 10+ years of experience in overseeing diverse business operations and implementing procedures and strategies aimed at streamlining process and achieving organizational objectives. Adept at leading and collaborating with cross-functional teams on production procedures and goals to ensure excellence and high-quality production process. Highly competent in onboarding, training, and leading teams resulting in high staff efficiency and productivity.
Overview
19
19
years of professional experience
Work History
Service Advisor
Coughlin Automotive Group
03.2024 - Current
- Reduced wait times with efficient coordination of service tasks among technicians.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Maintained a CSI score of 964 annually
Reconditioning Manager
Vroom
02.2022 - 02.2024
- Oversee vehicle quality through close collaboration with the logistic team to ensure high customer satisfaction
- Reduced operation costs by negotiating and onboarding new vendors to adhere to established budgets and financial objectives
- Ran 2 centers remotely by providing support to our partners and employees
- Consistently hit production goals while staying within budget
- Increased NPS score from 10 to 65
- Built strong relationships with vendors and suppliers, fostering collaboration that supported business growth through dependable supply chains at competitive prices.
Reconditioning Center Operations Manager
Drive Time Automotive Group
11.2019 - 02.2022
- Responsible for 5 direct reports to make sure their 10-15 direct reports are being professionally trained and developed
- Managed 6-7 vendors to help with the success of hitting production
- Onboarded new employees properly to help reduce turn over by 18%
- Worked with regional management and buyers to make sure we have proper supply chain goals set
- Managed a logistic team to support 10 retail stores and made sure the product they were receiving was of quality
- Forecast production and talk through any issues that may come up that would cause a miss
- Managed a team of employees, ensuring proper training and development for optimal performance in their roles.
Reconditioning Manager
Drive Time Automotive Group
10.2016 - 10.2019
- Checked the quality of the vehicles that were being produced
- Worked with the operations manager for any misses in production
- Held meetings with the teams to go over daily goals
- Found and set up new vendors to help meet production goals
- Maintained open lines of communication between departments, fostering a collaborative environment that promoted cross-functional problem-solving efforts.
Assistant Service Manager
Coughlin Automotive
04.2015 - 10.2016
- Exceptionally good with customer service and was able to maintain a high CSI score
- Wrote schedules for the technicians
- Greeted customers as they came into the shop and would write up their repair orders
- Would dispatch work to the proper technicians for the best and quickest results to have the work completed
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
General Manager
Firestone Complete Auto Care
02.2012 - 04.2015
- Would go over p/l statements to make sure that profits are being maximized
- Wrote weekly schedules for employees to make sure there were adequate employees to run the store
- Performed weekly inventories to make sure there were enough supplies for the week
- Made sure employees had their training done and were staying up on their monthly training
- Developed and implemented strategies to increase sales and profitability.
Service Manager
Firestone Complete Auto Care
04.2011 - 02.2012
- Dispatched work to the proper technicians
- Pulled parts for the technicians
- Called and order parts to build estimates
- Sold estimates to customers for the repairs needed
- Developed and maintained positive relationships with customers to build rapport and trust.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
Sales Representative
Kraft Foods North America
07.2006 - 04.2011
- Oversaw 12 to 15 accounts to make sure Kraft Foods was being displayed properly to help grow its market share
- Wrote weekly orders to make sure there was enough product for Kraft Foods at each location
- Worked with leadership in the accounts to sell extra space that was not on plan-o-gram for that week to increase market share
- Assigned work to employees to help merchandise products to keep the shelves and displays full
- Generated additional sales opportunities with upselling and cross-selling techniques.
Education
MBA - Business Administration
Mount Vernon Nazarene
Mount Vernon, OH01-2011
Skills
- Handling customer complaints
- Team player mentality
- Strong work ethic
- Customer service
Timeline
Service Advisor
Coughlin Automotive Group
03.2024 - Current
Reconditioning Manager
Vroom
02.2022 - 02.2024
Reconditioning Center Operations Manager
Drive Time Automotive Group
11.2019 - 02.2022
Reconditioning Manager
Drive Time Automotive Group
10.2016 - 10.2019
Assistant Service Manager
Coughlin Automotive
04.2015 - 10.2016
General Manager
Firestone Complete Auto Care
02.2012 - 04.2015
Service Manager
Firestone Complete Auto Care
04.2011 - 02.2012
Sales Representative
Kraft Foods North America
07.2006 - 04.2011
MBA - Business Administration
Mount Vernon Nazarene
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