Mark Koch Email & Phone Number

Richmond, Virginia

4101 West Brod Street Richmond Va 23220

Responsible for fostering a team environment and instilling an effective client-centric, sales and risk culture within the center, demonstrating that we are here collectively to help our customers achieve their financial goals. The FCM holds a critical role, ensuring operational excellence of the center and that all aspects of the center run effectively and cohesively. Responsible for building client traffic, engaging and appropriately routing clients and client retentionResponsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clientsResponsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goalsRisk Management and Operational ExcellenceDrive operational excellence by engaging staff on business strategy and performance resultsExecute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvementEmphasize the need to exceed metrics while also focusing on long-term strategies and goalsAdhere to and enforce internal and regulatory policies, procedures and processesProactively identify and manage risk in business, product and service transactionsMonitor client-calling activities and ensure we develop the proper client engagementSuccessfully resolve customer issues and escalations in a timely and professional mannerResponsible for associate and customer safetyClient Experience & Revenue GrowthKnow the center’s customer base, including top clients; understand their needs and connect them with teammates who can help them with their financial needsFoster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience and exceeding customer experience metrics

Chesterfield United Soccer Club

Communication of the training philosophy and curriculum guidelines to all coaches and players in the U9-U10 Boys/Girls age groups. Observe coaches’ work with teams and players, and sharing in observations and evaluations of coaches’ growth and development. Develop and implement training methodologies, schedules, routines, and structures to enhance the ability to develop youth players within the Club’s system. Generate enthusiasm amongst the players and coaches with the U9-U10 Boys/Girls age groups. Work collaboratively with other program directors to recruit, hire and retain coaches of the highest quality – both professionally and personally. Ensure that all CUFC players, coaches and teams receive resources and support as expected and outlined in the Club’s program guidelines. Monitor player development and player evaluations of each player in the U9-U10 Boys/Girls age groups.Facilitate player movement as appropriate between teams and between age groups through communication with the player, the parents and the coaches. Coordinate the player placement and team formation processes for all teams in the U9-U10 Boys and Girls age groups including oversight of the placement process, player selection, team formation, parent notification and coach communications.Engage parent feedback and concerns; provide mediation between parents and coaches as appropriate.NSCAA- State Diploma and Special Topics Diploma for Coaching U6, U8, U10 PlayersUSSF- E and D License and National Youth Coaching License

Description: Direct technology development and manage projects for the Navy Electronic Commerce Online (NECO) EDI gateway website. Key Strengths:Project Management: Manage the full lifecycle of projects including production, configuration, testing, vendor coordination, and client communications.Leadership: Lead a diverse team of 5-10 onsite, offshore, and international personnel handling webMethods, EDI Design development and maintenance, Trading Partner development and maintenance, programming C+ initiatives and changes scripting, and systems maintenance. Collaboration: Collaborate with Navy sites, Value Added Networks (VANs) Defense Automatic Addressing System Center (DAASC), Defense Finance and Accounting Services (DFAS), and trading partners across the production and processing of EDI transactions.Projects:EDI Transactions: Developed the Automated Bidding Process serving as the centerpiece of the paperless process strategy for NECO Navy Electronic Business Opportunities. Built and maintained the NEXCOM Navy Exchange Service Command Enterprise’s paperless environment including Navy Exchange (NEX), Ships Stores program, and Uniform Program Management. These projects resulted in millions of dollars in annual savings while decreasing turnaround time to under 30 days for all vendor payments.

Chesterfield Va

Handled full lifecycle of software program development projects including writing, implementing, testing, and debugging. Collaborate with clients to define specifications and resolve issues. Key Projects:NEXCOM Ship Stores Project: Headed up a team of 4 developers all aspects of this project resulting in the elimination of all paperwork and conversion to a 100% electronic commerce environment. C+ with embedded SQL, Unix scripting, DB management and development. NECO Project: Engineer systems for continued development of NECO.Budget Management: Met budget on both projects while exceeding profit expectations.

Richmond, Virginia Area

Drove operational and sales success for 6,500 personnel at 60 locations in 5 states and Washington, DC. . Key Strengths:Manager Training: Developed and delivered operational and audit training programs for managers overseeing District Operations and Employee Training in 60+ store locations. Secured increases in full audit scores and decreases in inventory loss region-wide for all three years while increasing sales by 11% annually. Staff Training: Managed training for 6,500 employees across the entirety of Region 1 via face-to-face and virtual presentations, DOTMs, and other training materials.Database Management: Built and managed multiple databases to track payroll, sales, training, and information management at the store, district, and regional levels. Financial Oversight: Oversaw all financial operations for $2B+ in annual sales. Customer Service: Tracked and analyzed customer satisfaction scores, and led Store Managers and management teams through annual sales meeting trainings to drive improvement. Resolved escalated customer concerns at the store and district level with diplomacy and expedience, ensuring customer satisfaction and retention.

Richmond/Charlottesville Market

Drove operational and sales success for 900 personnel at 8 locations in Richmond, Charlottesville and Williamsburg, VA. Key Strengths:Manager Training: Delivered operational and audit training programs for managers overseeing Store Operations and Employee Training in each store locations. Staff Training: Managed training for employees across the entirety of face-to-face and virtual presentations, and other training materials.Installed Sales: Managed and implemented new Installed Sales program for all 8 stores in the district. Financial Oversight: Oversaw all financial operations and store P&L statements monthly. Customer Service and Merchandising: Tracked and analyzed customer satisfaction scores, and led Store Managers and management teams through annual sales meeting trainings to drive improvement. Resolved escalated customer concerns at the store and level with diplomacy and expedience, ensuring customer satisfaction and retention.

Richmond, Virginia Area

Responsible for all operational and sales success of 115,000 square foot store doing $65 million annually. Managed 120+ Employees to include Hiring, Training, HR Issues, Sales Goals, and Scheduling Key Strengths:Management: Maintained successful sales, merchandising and audit programs for store. Increased in full audit scores and decreases in inventory loss increasing sales by double digit comps. Merchandising: Managed vendors, plan-o-grams, pricing, and inventory for entire location.Vendor Management: Work with Vendors on promotional displays, plan-o-gram requirements, special events, and employee training. Financial Oversight: Oversaw all financial operations for $60 Million in annual sales and leveraging expenses. Customer Service: Tracked and analyzed customer satisfaction scores, and led management teams through weekly sales meeting and trainings to drive improvement. Resolved escalated customer concerns at the store with diplomacy and expedience, ensuring customer satisfaction and retention.

Richmond, Virginia Area

Responsible for all operational and sales success of 95,000 square foot store doing $45 million annually. Managed 100+ Employees to include Hiring, Training, HR Issues, Sales Goals, and Scheduling. Reported to Store Manager Key Strengths:Management: Maintained successful sales, merchandising and audit programs for store. Increased in full audit scores and decreases in inventory loss increasing sales by double digit comps. Merchandising: Managed vendors, plan-o-grams, pricing, and inventory for entire location.Vendor Management: Work with Vendors on promotional displays, plan-o-gram requirements, special events, and employee training. Financial Oversight: Oversaw all financial operations for $45 Million in annual sales and leveraging expenses. Customer Service: Tracked and analyzed customer satisfaction scores, and led management teams through weekly sales meeting and trainings to drive improvement. Resolved escalated customer concerns at the store with diplomacy and expedience, ensuring customer satisfaction and retention.

Richmond, Virginia Area

Responsible for all operation success of store front(Cash Handling and Administrative) and backend(receiving, stocking merchandising) including store inventory accuracy and turns. Key Strengths:Staff Training: Trained new employees in operational procedures. Inventory Management: Maintained receiving accuracy through audits and hands on review.Financial Oversight: Maintained financial process oversight of all cash handling and daily business transactions through audits and hands on review. Customer Service: Maintained successful customer service levels. Resolved customer concerns at the store level with diplomacy and expedience, ensuring customer satisfaction and retention.

Richmond, Virginia Area

Maintained excellent management and leadership skills. Was responsible for the overall performance of assigned departments.Tasked to oversee the sales of the department and make sure that sales objectives are met as well as responsible formaking strategy plans to maximize sales. Ensured that staff was performing their jobs according to the company’s operationalpolicies and procedures, and was a model in delivering world-class customer serviceKey Strengths:▪ Staff Training: Trained new employees in operational procedures snd customer service.▪ Inventory Management: Maintained receiving accuracy through audits and hands on review within assigned departments.▪ Customer Service: Maintained successful customer service levels. Resolved customer concerns at the departmentlevel with diplomacy and expedience, ensuring customer satisfaction and retention.

Vienna Va / Chester, Va

Assistant Manager to Retail store and Contractor Sales teams (Inside and Outside Sales). Responsible for the over all success of all teams. Store Opening/Closing responsibilities. Key Strengths:Manager: Managed retail staff of 30+ , inside commercial sales staff of 5+ and outside sales staff of 5+ Customer Service: Drove customer service and timely delivery and inventory to maximize sales.

Vienna Va

Drove sales through great customer service as well as timely results and good relationships with my customers.

Bachelor Of Science, Computer Networking

With Honors

Education record