michael a. hoshaw
Vice President, Automotive Services at AAA East Central
vice president , automotive service
• cheshire award excellence nominee , ( automobile club southern california '97 , '08 , '09 ) • ucsd-rady school management , senior leadership development program ( 2014 ) • process management improvement program certification , ( acsc '09 ) • icmi/ciac call center management strategic leader certification , ( icmi 2005 ) • board member , auto club federal credit union ( 2005 - 2018 ) • board member , secretary , auto club federal credit union ( 2005 ) • board member , vice chairman , auto club federal credit union ( 2009 , 2010 ) • board member , supervisory committee , auto club federal credit union ( 2012 – 2018 )
AAA East Central
https://www.linkedin.com/company/aaa-east-central
Emergency Road Service, Approved Auto Repair and the Auto Club Driving School
Pittsburgh, Pennsylvania
https://media-exp1.licdn.com/dms/image/C560BAQF-tyAjjx3iAA/company-logo_100_100/0/1541448437863?e=1655942400&v=beta&t=Sh2tXlJBmdrh29QjEZSGeN7fwdvZoz0msLBSRFHEBp8
Vice President, Automotive Services
Automobile Club of Southern California
https://www.linkedin.com/company/automobile-club-of-southern-california
Approved Auto Repair (CA & HI)

•  Direct AAR operations and personnel in all markets to ensure a quality automotive repair experience is delivered to AAA members
•  Budget, P&L oversight of a multi-state operation
•  Audit the member complaints and resolve thru review of supervisor and/or field specialist records 
•  Monitor employee development through coaching and training to ensure all staff are current on any changes in organization policies and procedures 
•  Manage and differentiate products that offer rich opportunities to engage members beyond the traditional core services, as well as support key roadside problem solving and other initiatives
•  Develop and implement strategic programs designed to enhance the member experience and overall value of the AAR program with our business partners.
San Diego, California
https://media-exp1.licdn.com/dms/image/C560BAQG_ZqeL7HIvSA/company-logo_100_100/0/1541460190024?e=1655942400&v=beta&t=iEKmkrDNJCROcU3mYY2BE4tPeiYaxXfx-NbN8d4Ai4U
Manager, Western Region - Approved Auto Repair
Automobile Club of Southern California
https://www.linkedin.com/company/automobile-club-of-southern-california
Emergency Road Service - Approved Auto Repair
San Diego, Riverside, Imperial and San Bernardino Counties

•  Manage and ensure superior, prompt and courteous independent ERS contract station personnel provide exceptional roadside assistance 24/7 while exceeding member expectations
•  Ensure all repair facilities are in compliance with AAR contract and program terms and they consistently exceed member satisfaction levels and performance thresholds 
•  Develop and implement strategic business plans designed to increase referrals to AAR facilities and increase ERS contractors compliance with Pacesetter/OTG initiatives
•  Oversee all member compliments and complaints to ensure they are handled expeditiously in accordance with club standards 
•  Ensure open lines of communication with network providers (ERS/AAR) are maintained and utilized consistently to achieve operational goals and objectives
•  Identify operational improvements using a myriad of tools including mystery shops, contractor ride-alongs, data analysis, ad-hoc reports and other resources 
•  On a monthly basis, ensure more than 80,000 member road service calls are properly distributed to and assisted by nearly 80 independent contract stations and an additional 5,000 AAR referrals to 110 facilities 
•  Direct, review and approve all contract matters for up to 220 independent contractors submitted by CSR supervisory and AAR field specialist staff
https://media-exp1.licdn.com/dms/image/C560BAQG_ZqeL7HIvSA/company-logo_100_100/0/1541460190024?e=1655942400&v=beta&t=iEKmkrDNJCROcU3mYY2BE4tPeiYaxXfx-NbN8d4Ai4U
Manger - Automotive Services
Automobile Club of Southern California
https://www.linkedin.com/company/automobile-club-of-southern-california
Approved Auto Repair (CA, TX, NM, HI & AL), Test Only Smog Centers, Automotive Research Center 

•  Direct AAR operations and personnel in all markets to ensure a quality automotive repair experience is delivered to members
•  Oversee and direct the AUTOMOTIVE RESEARCH CENTER to meet goals and objectives.
•  Audit the member complaints and resolve thru review of supervisor and/or field specialist records 
•  Direct Club Owned SMOG CHECK centers to ensure business unit and operation objectives are exceeded and members receive a level of service beyond their expectations 
•  Monitor employee development through coaching and training to ensure all staff are current on any changes in organization policies and procedures 
•  Manage and differentiate products that offer rich opportunities to engage members beyond the traditional core services, as well as support key roadside problem solving and On-The-Go initiatives
•  Member Experience Project (MEP) team member charged with enhancing the members overall roadside breakdown & repair experience by looking at the entire process from the members perspective
Costa Mesa
https://media-exp1.licdn.com/dms/image/C560BAQG_ZqeL7HIvSA/company-logo_100_100/0/1541460190024?e=1655942400&v=beta&t=iEKmkrDNJCROcU3mYY2BE4tPeiYaxXfx-NbN8d4Ai4U
Operations Manager - Automotive Services
Automobile Club of Southern California
https://www.linkedin.com/company/automobile-club-of-southern-california
MSC Automotive & Financial Services, MSC/PMG Recruiting Dept. & Travel Production Center

•  Management oversight of call center employees trained in Automotive Services, Drivers Ed, DMV, Premier Membership and Financial Services
•  In 2004 assigned managerial oversight of the MSC/PMG Call Center Recruiting Department 
•  Responsible for maintaining staffing levels for MSC and PMG business units, 1000 employees
•  Developed and implemented the MSC Member’s Choice Award to acknowledge positive member interactions
•  Maintained development of sales and service incentive programs working with Product Management and Marketing
•  Oversight of all call center (MSC) & Club performance related goals, cost benefit/financial analysis and financial oversight of forecasting, reconciliation, revenue and associated expenses
Costa Mesa, CA
https://media-exp1.licdn.com/dms/image/C560BAQG_ZqeL7HIvSA/company-logo_100_100/0/1541460190024?e=1655942400&v=beta&t=iEKmkrDNJCROcU3mYY2BE4tPeiYaxXfx-NbN8d4Ai4U
Manager - Member Service Call Center (MSC)
Automobile Club of Southern California
https://www.linkedin.com/company/automobile-club-of-southern-california
Automotive Purchasing Program

•  Maintained ongoing viability of the AAA Automotive Buying Program through the strategic development of necessary enhancements to increase market share and member usage
•  Project lead to expansion of the Car Buying Service into other AAA affiliates including Auto Club Group (ACG), Northern New England (AAA NNE) and AAA Texas.  
•  Successfully designed and implemented programs in AAA Michigan/Wisconsin, AAA Northern New England, AAA Texas and AAA New Mexico
•  Project lead in the C.A.R.S. (Claims Auto Replacement Service) program working in conjunction with the Claims business unit. Utilized the AAA Car Buying program as a vehicle replacement option for AAA members with total loss.
Costa Mesa, CA
https://media-exp1.licdn.com/dms/image/C560BAQG_ZqeL7HIvSA/company-logo_100_100/0/1541460190024?e=1655942400&v=beta&t=iEKmkrDNJCROcU3mYY2BE4tPeiYaxXfx-NbN8d4Ai4U
Project Manager Automotive Purchasing Program
Bachelor of Arts, Liberal Arts & Sciences
Psychology
https://media-exp1.licdn.com/dms/image/C560BAQFjd3mmfDo2YQ/company-logo_100_100/0/1647534813414?e=1655942400&v=beta&t=kGt9mtNI9iKrZzoqjfW9l5LWhf4WtSHpNsO9HNeaBk0
San Diego State University-California State University
https://www.linkedin.com/school/san-diego-state-university/
Transferred
Relocated to San Diego
Liberal Arts and Sciences, General Studies and Humanities
https://media-exp1.licdn.com/dms/image/C4E0BAQEZmXdCae6kyw/company-logo_100_100/0/1590501132499?e=1655942400&v=beta&t=xLi1hYd4Rm290OY8i-LxYfzTrQFqjFNO0BUHbmjhMMk
University of Iowa
https://www.linkedin.com/school/university-of-iowa/
Social Services
San Diego Habitat for Humanity
https://www.linkedin.com/company/san-diego-habitat-for-humanity
Supported Habitat for Humanity by assisting with the building of a single family home for individuals in the community of Escondido, CA.  In addition, supported the Pittsburgh Habitat for Humanity Operation in 2019, with the interior demolition of a house being remodeled in Pittsburgh, PA.
https://media-exp1.licdn.com/dms/image/C4E0BAQELXyciyIfi0g/company-logo_100_100/0/1539804661770?e=1655942400&v=beta&t=MYqk5ezDQ2j-yil1fO29TonKUvX_RpA4j4TrXoF5BZQ
Volunteer Home Builder
Children
San Diego County Amateur Hockey
Served as head and/or assistant coach, assisting with the personal and physical development of young boys and girls, through participation in a team sport (hockey).
Volunteer Coach
Education
Beta Theta Pi
https://www.linkedin.com/company/beta-theta-pi
Beta Theta Pi's Core Values

Mutual Assistance
Betas believe that men are mutually obligated to help others in the honorable labors and aspirations of life.

Intellectual Growth
Betas are devoted to continually cultivating their minds, including high standards of academic achievement.

Trust
Betas develop absolute faith and confidence in one another by being true to themselves and others.

Responsible Conduct
Betas choose to act responsibly, weighing the consequences of their actions on themselves and those around them.

Integrity
Betas preserve their character by doing what is morally right and demanding the same from their brothers.
https://media-exp1.licdn.com/dms/image/C4D0BAQFrT4M6ybghNw/company-logo_100_100/0/1519856503369?e=1655942400&v=beta&t=wHP63_H623NDZ4xjVclLfP0xmy2yobSuDkx0j9-szaI
Member - Alpha Beta Chapter University of Iowa
University of California, San Diego - Rady School of Management
2014
ACE Senior Leadership Education Program
Automobile Club of Southern California
Process Management and Improvement Training
Ben ALMENDAREZ
      
          



            
              
        
              
  

    
        I have had the distinct pleasure of working with Mr. Hoshaw on many occasions. He has a leadership style and skill set that can energize any long-term business/project.  Mr. Hoshaw has in-depth knowledge of ERS (Emergency Roadside Service) programs/services which service more then 7 million AAA members. He has an eye for pushing AAA Member Satisfaction up while keeping cost down, all while running the day-to-day ERS functionality. Mr. Hoshaw demonstrates professionalism and a positive attitude that is contagious.
ICMI | The Contact Center Professional Community
https://media-exp1.licdn.com/dms/image/C4D07AQF6ciAx0GJBeQ/group-logo_image-shrink_200x200/0/1631365556950?e=1647687600&v=beta&t=SRZMUKpNT3kqy66HgELV34as93kXOgcw-D-QCo1JKew
https://www.linkedin.com/groups/50002