Justin E Patterson

Work History

Shop Manager

US XPRESS ENTERPRISES, INC

Tunnel Hill, GA

07.2008 - 05.2023

Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Established and optimized schedules to keep coverage and service in line with forecasted demands.
Managed inventory control, cash control, and store opening and closing procedures.
Trained team members in successful strategies to meet operational and sales targets.
Maintained safe working environment by enforcing adherence to safety and security protocols.
Mentored team members to enhance professional development and accountability in workplace.
Established objectives to offer team members clear roadmap to help company achieve overall goals.
Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Mitigated business risks by working closely with staff members and assessing performance.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Promoted to Shop Manager August 2019
Created employee schedules to align coverage with forecasted demands.
Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
Evaluated final results to determine quality levels and isolate root causes of any identified faults.
Organized ongoing maintenance schedules to boost system performance.
Created and maintained daily and weekly reports for upper management.
Utilized proper tools and materials to adhere to safety guidelines.
Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
Managed efficient teams of up to 22 employees.
Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
Contributed to development, implementation, and execution of maintenance programs.
Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
Monitored daily progress and work quality to provide guidance and direction to mechanics and installers.
Scheduled and oversaw maintenance, repair and installation activities.
Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
Promoted to Shop Supervisor October 2013
Maintained high customer satisfaction standards to meet or exceed targets.
Developed estimates by costing materials, supplies, and labor.
Documented problems and corrective actions to maintain records.
Pleasantly greeted customers and asked open-ended questions to better determine needs.
Examined service history and provided initial inspection of vehicle to identify issues.
Educated customers regarding regular maintenance protocols to preserve vehicle condition.
Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Interpreted diagnostic results to provide accurate repair recommendations.
Followed up with customers to offer additional support and check resolution satisfaction.
Trained new personnel regarding company operations, policies and services.
Delivered prompt service to prioritize customer needs.
Exhibited high energy and professionalism when dealing with clients and staff.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Cross-trained and provided backup support for organizational leadership.
Investigated and resolved customer inquiries and complaints quickly.
Started with company as Service Coordinator July 2008.

Freight Broker

Handy Transportation LLC

Cleveland, TN

05.2007 - 07.2008

Orders, operations, schedules and evaluations
Directed daily operations of team of 15 technicians and shop professionals
Managed materials inside shop and at job locations.
Oversaw maintenance and repair of shop equipment.
Verified safe and proper operation of wide range of power tools, equipment and instruments
Observed safety practices and procedures to maintain safe and clean working environment
Attended monthly safety meetings to ensure operation safety.
Accurately completed service reports and warranty forms.
Maintained documentation for areas such as orders, activities, schedules and employee performance
Collaborated with operations to ensure smooth work flow and efficient organization operations
Consistently assumed additional responsibilities and worked extended hours to meet project deadlines
Maintained compliance with company standards to perform all maintenance activities
Coordinated and monitored vendor maintenance for large repairs.
Moved to Shop Supervisor of Trailer shop, Lease truck prep, New truck in service, Trade truck decommission, and satelite communications department in August 2015
Established and optimized schedules to keep coverage and service in line with forecasted demands
Maintained focus during busy times and delegated tasks to employees to keep business running smoothly
Set and updated weekly work schedules to meet coverage demands by considering factors like expected traffic levels, planned promotions and individual employee strengths
Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
Developed, implemented and enhanced employee targets and operational policies to promote productivity and strengthen team performance
Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance
Started at Handy Transportation, as a regular Freight broker.
Later become head of the LTL department as the LTL freight grew in the business as well as my freight experience
Head broker of the LTL department where I handled and oversaw all
LTL shipments
Tracked shipments and trucks out on deliveries.
Monitored market and negotiated rates based on trends.

Service Advisor

Gray Epperson Automotive

Cleveland, TN

09.2005 - 05.2007

Coordinated insurance coverage for goods and packages.
Negotiated and arranged transport of goods with shipping or freight companies
Created documents of load plans, cargo cleanliness inspections and transportation processes
Entered shipping information into computer system and estimated freight and postal rates
Reported carrier-performance metrics and monthly costs reports to executive team
Communicated all emergencies, delays due to weather and carrier schedule changes to customers and supervisors
Established long-term customer relationships through prompt and courteous service
Started as a shop cleaner at the age of 16 Later became a technician in training using the co-op system in high school for my last 2 years
Was promoted to Service Advisor in May of 2006.
As a service adviser of the Hyundai service department I managed and scheduled all incoming service
Pleasantly greeted customers and asked open-ended questions to better determine needs
Suggested add-on services that would be helpful to customers and improve bottom line
Completed documentation and logs each day and generated weekly reports detailing activities to submit to the Service Manager
Answered customer questions about services and provided detailed explanations regarding service charges
Documented inspection and test results, work performed and work to be performed, keeping all records current, accurate and properly submitted to meet company standards and regulatory requirements
Coordinated between billing department and customers to resolve problems
Worked effectively with repair staff and parts providers, staying current on availability and service processes.

Summary

Overview

Work History

Shop Manager

Freight Broker

Service Advisor

Education

High School Diploma -

Skills

Timeline

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