Summary
Overview
Work History
Education
Skills
Timeline
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Martha Hicks

Martha Hicks

Ridgely,MD

Summary

Dedicated professional with over 15 years of leadership experience, including expertise in HR, full-cycle recruiting, onboarding, training, and employee relations. Skilled in administrative support, fleet management, compliance, and financial oversight. Known for fostering a positive work environment and driving organizational success through effective communication, performance management, and process optimization.

Overview

22
22
years of professional experience

Work History

Manager, Club Fleet Operations

AAA Club Alliance
09.2021 - Current
  • Lead HR functions for 60+ associates - 9 direct reports, 4 supervisors, 4 lead drivers, 1 administrative assistant, and 55+ frontline drivers. Responsibilities include recruitment, onboarding, training, performance management, and employee relations.
  • Oversee cashiering, bi-weekly bank deposits, and reconciliation of driver collections to ensure accurate financial tracking and compliance with accounting standards.
  • Ensure timely maintenance and repairs for a fleet of up to 40 club-owned vehicles, including managing insurance, registrations, and county tow licensing compliance.
  • Collaborate with HR, Legal, and Risk Management to investigate accidents, damages, and injuries, ensuring adherence to company policies and legal standards.
  • Administer employee counseling and disciplinary actions, while overseeing unemployment and workers’ compensation hearings.
  • Manage fleet facility operations, ensuring safe and efficient use of resources while maintaining compliance with safety regulations.

Supervisor, Roadside Assistance Club Fleet

AAA Club Alliance
05.2014 - 09.2021
  • Directed recruitment and onboarding of fleet associates, aligning staffing efforts with organizational needs.
  • Managed employee performance through evaluations, coaching, and development plans.
  • Supported associates with HR-related inquiries, including benefits, payroll, and access to employee assistance programs.
  • Handled escalated member situations promptly and effectively, ensuring compliance with corporate standards.
  • Ensured fleet vehicles met safety and maintenance standards, following regulatory requirements.

Supervisor, Dispatch Operations

AAA Mid-Atlantic
05.2009 - 05.2014
  • Managed staffing, scheduling, interviewing, hiring, training, and disciplinary actions.
  • Provided effective leadership and guidance, monitoring performance and addressing escalated member situations.
  • Reviewed performance reports daily to reinforce positive results and administer development plans.
  • Led dispatch operations for roadside assistance, ensuring timely handling of emergency calls and efficient coordination with service providers.

Dispatcher, Dispatch Operations

AAA Mid-Atlantic
04.2003 - 05.2009
  • Dispatched roadside vehicle assistance requests promptly to service providers through various communication channels. Communicated pertinent information to service providers for timely assistance to AAA Members and maintained open communication for service status updates.
  • Utilized computer systems and mapping software to track, gather information, troubleshoot, monitor, and document the progression of roadside assistance requests.
  • Analyzed, identified, and prioritized service requests based on various criteria to ensure timely handling of police and other emergency calls.
  • Responded to inquiries from AAA Members and service providers about the benefits of AAA membership products and resolved concerns in a timely manner.

Education

Business Management

Mary Baldwin College
Staunton, VA

Skills

    Full-Cycle Recruitment & Onboarding

    Employee Relations & Risk Management

    Benefits & Payroll Administration

    HR Policy Development & Compliance

    Performance Management & Development

    Fleet Operations & Process Optimization

    Administrative Support & Financial Reconciliation

    Cashiering, Bank Deposits & Reconciliation

    Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Timeline

Manager, Club Fleet Operations

AAA Club Alliance
09.2021 - Current

Supervisor, Roadside Assistance Club Fleet

AAA Club Alliance
05.2014 - 09.2021

Supervisor, Dispatch Operations

AAA Mid-Atlantic
05.2009 - 05.2014

Dispatcher, Dispatch Operations

AAA Mid-Atlantic
04.2003 - 05.2009

Business Management

Mary Baldwin College

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Martha Hicks