Michael Patterson
management
BALTIMORE,MD
Summary
Dynamic Emergency Roadside Assistant at AAA with a proven track record in automotive diagnostics and quick decision-making. Enhanced service efficiency through effective route planning and customer education, significantly reducing downtime for stranded motorists. Recognized for exceptional patience and empathy, fostering strong customer relationships and satisfaction.
Overview
31
31
years of professional experience
Work History
Emergency Roadside Assistant
AAA
03.2023 - Current
- Responded promptly to roadside assistance requests, ensuring swift service delivery for stranded motorists.
- Diagnosed vehicle issues on-site, providing effective solutions to minimize downtime for customers.
- Utilized GPS technology to optimize route planning and enhance response efficiency during emergencies.
- Collaborated with towing services to coordinate safe vehicle recovery and transport to repair facilities.
- Educated customers on vehicle maintenance best practices, promoting safety and reliability on the road.
- Ensured timely completion of daily tasks by effectively managing time and prioritizing assignments based on urgency.
Lead Emergency Roadside Dispatcher
Knockout Lockout
03.2021 - 02.2023
- Coordinated emergency roadside assistance requests, ensuring timely dispatch of service providers.
- Managed communication between stranded motorists and towing services, enhancing service response times.
- Implemented efficient scheduling practices to optimize resource allocation and minimize delays.
- Trained new dispatchers on operational procedures and software systems for improved accuracy.
- Contributed to team success by consistently meeting or exceeding performance metrics related to call handling time, customer satisfaction, and resource allocation.
Assistant Store Manager
5 Guys
01.2010 - 03.2020
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Collaborated with management on promotional campaigns to drive customer engagement.
- Analyzed sales reports to identify trends and inform strategic decision-making.
- Ensured compliance with company policies and standards for operational excellence.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Assistant Store Manager
Baja Fresh
02.2000 - 01.2010
- Led daily operations to enhance store efficiency and customer satisfaction.
- Trained and mentored team members to improve service quality and performance.
- Developed and implemented visual merchandising strategies to boost product visibility.
- Monitored inventory levels and coordinated restocking activities to maintain product availability.
- Resolved customer inquiries and complaints, fostering positive shopping experiences.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
Supervisor
McDonald's Restaurant
01.1995 - 02.2000
- Assisted in training new team members on operational procedures and safety protocols.
- Supported daily operations by organizing tasks and prioritizing workflow effectively.
- Collaborated with staff to maintain cleanliness and organization in work areas.
- Monitored inventory levels and assisted in restocking materials as needed.
Education
High School Diploma -
North County
Columbia, MD06-1995
Skills
- Patience and empathy
- Quick decision making
- Automotive diagnostics
- Fuel delivery
Timeline
Emergency Roadside Assistant
AAA
03.2023 - Current
Lead Emergency Roadside Dispatcher
Knockout Lockout
03.2021 - 02.2023
Assistant Store Manager
5 Guys
01.2010 - 03.2020
Assistant Store Manager
Baja Fresh
02.2000 - 01.2010
Supervisor
McDonald's Restaurant
01.1995 - 02.2000
High School Diploma -
North County