Thomas Cooper Email & Phone Number

Va/De/Md

Norfolk, Virginia Area

Proactively manages customer programs. Plans, Prepares and anticipates customer needs.Reacts with a sense of urgency and delivers customer-centric solutions.Manages customer expectations in regards to sales and service provided.Provides and participates in all market and customer strategies.Manages and coordinates territory DIY’s, product knowledge training, customer, contractor and company events.Communicates and implements National Retail initiatives within territory.Partners with National Account Managers, Category Managers, Marketing team and local Operators to successfully execute projects and effectively communicates progress.Accountable for meeting and exceeding Team and Customer Service performance expectations within territory.

Virginia Beach, Virginia

Primarily responsible for enabling and empowering the store employees to deliver the best possible customer service experienceCreate work schedules and assign team members to service coverage, redeploying when necessary to support cross-department service needsConnects with the team on a daily basis to understand any challenges on the sales floorProvides open and timely feedback and coaching to members of service teamEmpowers others to make decisions while providing guidance when necessaryProvides direction and models service behaviors in a way that creates a customer-centric service environmentDrives continuous service improvement both within and across departmentsResponds to customer complaints and creates strategies to mitigate those complaints in the futureSets an example for others by adapting quickly and effectively to work challenges and organizational change

Virginia Beach, Virginia

Continually identified, developed and maintained a quality network of business relationships that served as a recurring source of referrals for new mortgage lending opportunities.Had an established network consisting of Real Estate professionals, Builders, Divorce Attorneys, Financial Planners, CPA's and enhanced those relationships through regular participation in business related development opportunities and community events.Conducted interviews with prospective borrowers in order to analyze financial and credit data, determined customer financing objectives, advised customers of product/pricing policies andguidelines, and gathered any additional required information.Ensured exceptional customer service by maintaining thorough knowledge of lending programs, policies, procedures and regulatory requirements, demonstrating a commitment to professional ethics, complied with all Federal and State compliance policies and adhering to HMDArequirements.Ensured exceptional customer experience by overseeing loan process from origination to close and providing on-going communication to customers and business partners.

Chesapeake, Virginia

Responsible for the overall operation of the store including meeting or exceeding sales objectives, ensuring the staff is satisfied, productive and properly trained and that customers receive outstanding service and responsiveness.Set expectations and communicated regularly with associates on customer satisfaction, safety, goals and training while ensuring policies and procedures were communicated and followed.Managed and grew commercial customer relationships/sales, including building and holding team accountable to executing customer action plansEmbraced diversity and fostered a respectful environment for both customers and team membersEnsured execution of all inventory and operational standards

Suffolk, Virginia

Validated schedule progression and adherence.Worked with team to share feedback and improve planning activities Vendor coaching and performance feedback through schedule and quality recordablesDesign quality, materials management, budget accuracy, and take-off accuracyManaged the customer experience throughout the construction process through close of houseCollaborated with trade partners throughout construction process to improve quality and efficiencyBuilt sustainable relationships of trust with the homeowner through open and interactive communicationInterfaced with Sales personnel to manage neighborhood and customer activities and referralsEnsured job sites adhered to company safety and SWPPP standardsAssisted in resolving issues/conflicts related to daily construction activities (e.g., vendor contracts, work orders, job progress, design)Authorized payment for materials received and work completedEnsured trade partner work was completed on time and within defined standards for qualityCollaborated with Process Improvement, Resource Planning and Purchasing in construction processesInspected/validated workmanship and product quality to conform to Company standards.Delegated work to trade partners