Alan B. Koontz
Waynesboro,PA
Summary
Support professional with proven track record in team collaboration and achieving results. Skilled in conflict resolution, customer service, and process improvement. Reliable and adaptable, consistently meeting evolving business needs while maintaining high standards. Strong communicator with leadership abilities, ready to drive success in dynamic environment.
Overview
18
18
years of professional experience
Work History
Market Support Manager
American Carpet South
08.2022 - Current
- Developed and maintained relationships with The Home Depot DSM's within my assigned territory and helped to resolve customer and store issues in a timely manner.
- Conducted in-store training and assisted with events and in-store meetings.
- Helped drive The Home Depot process changes that support the initiative for more measures and closing sales.
- Educated the ProDesk and affiliates on the PRO Carpet program with training.
- Conducted home visits for site inspections on a daily basis to ensure the installers are maintaining the highest level of workmanship and customer service.
- Ensured all installers inside the home were in compliance with The Home Depot background check process and had their badges on.
- Provided reports for site visits, store visits, and the resolution department to my Senior RIM.
- 2024 - I was awarded the Q4 Quarterly Values Award
- 2018 - I was awarded the Workroom of the Year Award for the Hagerstown, MD market.
District Operations Manager/Recruiter
Service First
02.2022 - 07.2022
- Handled subcontractor recruiting and onboarding for door and window installers
- Received and resolved customer issues and complaints
- Communicated and guided subcontractors in the field
- Performed targeted store visits to evaluate and support installer/Lowe's relationship
District Operations Manager
Service Pros Installation Group
05.2020 - 02.2022
- Recruit and hire installers for the flooring industry
- Handle escalated customer issues
- Provide assistance to store associates including training
- Review metrics with installers, workroom staff, and stores to identify areas of improvement
- Communicate successes and challenges with Senior Management
- Performed targeted store visits to evaluate and support installer/Lowe's relationship
Installation Manager
Service Pros Installation Group
04.2017 - 01.2020
- Management of flooring installers, including hiring, regular supervision, and termination
- Resolve install issues
- Visit job sites to check on quality of installations
- Coach installers on customer feedback received on their projects
- Communicate installer's job assignments
- Approve and process payroll and chargebacks
Installation Quality Manager
Service Pros Installation Group
03.2017 - 04.2017
- Reviewed flooring install details for each job with the appropriate installer prior to installation
- Received and solved customer complaints and issues and performed customer follow-up calls
- Reviewed work orders for accuracy, verified technical information, and identified and resolved labor and/or product issues
- Loaded and unloaded trucks with a forklift/pallet-jack/manually
- Ensured inventory levels were maintained and staged material for crew load outs
Sub-contractor
Lowe's Home Improvement
03.2007 - 03.2017
- Flooring estimator/installer
- Installed all flooring products to include ceramic tile, hardwood, carpet, vinyl, LVT, and VCT
Education
High school diploma -
WAYNESBORO AREA SENIOR HIGH SCHOOL
Waynesboro, PASkills
- Computer systems and applications to include Spot, IMS, MS Office, Word, and Excel
- Recruiting
- Management
- Blueprint Reading
- EPA Lead Renovator Certified
- Bane-Clene Carpet Cleaning Certified
Timeline
Market Support Manager
American Carpet South
08.2022 - Current
District Operations Manager/Recruiter
Service First
02.2022 - 07.2022
District Operations Manager
Service Pros Installation Group
05.2020 - 02.2022
Installation Manager
Service Pros Installation Group
04.2017 - 01.2020
Installation Quality Manager
Service Pros Installation Group
03.2017 - 04.2017
Sub-contractor
Lowe's Home Improvement
03.2007 - 03.2017
High school diploma -
WAYNESBORO AREA SENIOR HIGH SCHOOL
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