Andy Cook

Austin, Texas • 512-***-**** • ad3q0n@r.postjobfree.com

• linkedin.com/in/andy-cook-austin-realestate

Director Customer Support

With over 20 years of experience, I have consistently performed above and beyond expectations and driven exemplary KPI results, increased sales and profits, solved complex problems and developed high-performing customer service teams in the real estate industry. Recently, I transformed over 80 agents to achieve $1.5B in closings and increased customer satisfaction from 80% to 95%. As a General Manager of multiple markets for an early stage & high growth startup I successfully built teams and market share with a dedicated and highly motivated work ethic.

WORK EXPERIENCE

Orchard • Austin, Texas, United States · Hybrid • Full-time • 03/2019 - 12/2023 Director of Construction

• I managed all pre-list and mid-list renovations for more than 100 properties each month, leading a team of motivated construction and refurbishment coordinators to ensure project completions to meet deadlines and 100% customer experience reviews, across all markets. Developed team policies and procedures.

• Took the initiative and negotiated with national, regional, and market-level providers/ contractors for services and materials procurement, seeking cost savings. Utilized my management experience and problem solving skills to build relationships and provide feedback to achieve cross-collaboration success with internal and external key stakeholders.

• Recognizing our team offered areas of opportunity to positively affect overall company performance and utilizing strong teamwork and training, the renovation team became trusted advisors to partner with our customers and agents by providing excellent project management, attention to detail & improved communication skills that led to increased ability to meet tight deadlines & increased property curb appeal & list price and reduced time on market by executing strategic analytical improvements for higher returns.

• I had the opportunity to develop and execute project goals and standard operating procedures to train future Disposition Asset Managers and provide direction to vendors to become aligned on acceptable pricing which we were benchmarking against external criteria.

Director of Listings

• Thru servant leadership I was able to successfully manage a team with disposition activities and collaborated with internal and external teams to establish streamlined optimization of tasks and budgeting, and higher engagement which resulted in maximized sales prices, minimum churn and accelerate our growth.

• Thru relationship building and leadership transformed over 80 agents to achieve over 1,000 MLS listings, and $1.5B in closings in 2022.

• I enjoyed the opportunity to build and maintain standard operating procedures and performance goals thru cross collaboration with internal and external resources, designed & completed a training program for future Disposition Asset Managers, resulting in more efficient pipeline management and team effectiveness.

• To effectively utilize the management skills gained thru my experience of effectively leading a team remotely, I identified top talent, hired, supported, and built a strong team for success. Doubling staffing within in 60 days while improving customer relationships and agent retention.

• Thru team brainstorm sessions we were able to develop strategy to positively effect overall portfolio management to boost Net Promoter Score (NPS) from 80% to 95% in just 2 months. Having a team that was highly organized enabled the team members to efficiently prioritize, make recommendations and keep all customers up to date while maintaining high standards of compassion, empathy and professionalism for each customer.

• Successfully integrated Salesforce transformations and proprietary information systems software. Utilization of these new tools resulting in improved time delivery by 15% and meeting all business requirements.

• Oversaw seven market listing managers, which directed a team of 10 each, and collaborated on positive leadership solutions and interpersonal skills that increased profits, and motivational efforts. Led regular team meetings, clarified company policies, 1:1 meetings to provide direct feedback and overall ownership and accountability of all team activities. Regional Broker - Texas & General Manager Austin, San Antonio and Denver

• Working for a startup in this fast-paced entrepreneurial position, I proactively planned and implemented innovative time and account management strategies for all team members to increase day to day operations productivity, and oversaw all acquisitions, assets, contracts, sales, listings, and identify opportunities. Analyzing MLS statistics and trends, instilled industry best practices with good judgment, astute financial acumen and high integrity for significant improvements in risk management in our acquisition strategy.

• Served as a regional broker of record for 70 licensees in Texas, gaining a portfolio turnover of

$400M. Responsible for all state licensing, local laws and regulations, legal compliance, due diligence & contract management. Member of senior leadership team.

• Proactive self starter that utilized my experience and industry insights to proactively plan for short term and long term goals while managing multiple immediate challenges. Prioritization of immediate strategic and tactical maneuvers to promote additional cash offers on homes, writing over 15 cash offers daily that drove extraordinary profits. Exceeded KPI's for pipeline flow of rapid home inspections, renovation timelines, quality assessment, and quick offer negotiations.

• Brought properties into inventory, renovated and relisted homes for sale within 21 days, boosting revenue, and team profits while providing industry leading property management services.

• Maximized profits by continually selling properties above purchase price and tracking renovation scope of work to ensure costs stayed within budget.

• Exceeded KPIs and SLAs driving extraordinarily high-performance teams. Increased efficiency amongst the field team members thru implementation of new work order procedures while also increasing accuracy of timely job completion. Keller Williams Realty • Austin, Texas, United States · On-site • Full-time • 04/2008 - 02/2019 Broker Associate. Realtor. Real Estate Investor

• As Team Leader we achieved top rankings, and exemplary team results. Managed all brokerage accounting, promotional and internal communications, and licensure requirements.

• Gained distinction for leading a top-performing team for the SW Market Center.

• Developed a team focusing on property acquisitions, investment opportunities, and purchase requirements for many real estate projects.

• Navigated customer needs assessments, beneficial contract negotiations, strategic renovation planning, and contractor/subcontractor supervision.

• Exceeded company goals, time frames, and profits by implementing digital technological advances, speeding up time to close, and financial tracking. Mr. Gatti's • Austin, Texas, United States · On-site • 06/1989 - 05/2006 V. P. Operations

• Leader of corporate restaurant operations. Responsible for building exceptional management teams, driving sales and profits at 24 locations with over 600 employees in Texas, Tennessee and Kansas representing $28MM in annual sales. Experienced negotiator for all leases, planned and supervised all construction and remodeling. Oversaw 100+ person order taking and customer support call center. Using industry best practices and innovation established a performance based incentive program and monitoring system that led to annual sales and profit growth which exceeded the industry standard. Develop and coordinate numerous successful sales building programs which resulted in consistent positive sales growth with minimal advertising budget. Collaborative and goal driven operator with GM’s and DM’s accountable to per store cash flow on a weekly basis. EDUCATION

Business in Finance

Texas A&M University • 01/1985 - 12/1989

CERTIFICATIONS

Texas Real Estate Broker

Texas Real Estate Commission • 02/2008 - 02/2026

VOLUNTEERING & LEADERSHIP

Boy Scouts of America

Volunteer • Austin, Texas • 06/2016 - 05/2022

Assisted scouts with Eagle Projects, completion of scouting required volunteer hours, camp outs

& hiking. Regularly scheduled and drove scouts on a food truck to hand out food and clothing to the less fortunate. Teaching the scouts empathy and the importance of helping others to build communities

SKILLS

Budgets, Buyer Representation, Buyers, Coaching, Colorado Real Estate Brokers License, Contract Negotiation, Creative Problem Solving, Cross-functional Team Leadership, Customer Satisfaction, Customer Service, Daily Reports, Data-driven Decision Making, Employee Training, Executive Management, Field Operations, Financial Analysis, First Time Home Buyers, General Management, Home Improvement, Interpersonal Communication, Key Performance Indicators, Leadership, Management, Marketing Strategy, Negotiation, Operations Management, Personal Responsibility, P&L Management, Pricing Strategy, Property, Real Estate, Real Estate Negotiating, Real Estate Transactions, Recruiting, Residential Homes, Sales, Sales building, Single Family Homes, Strategic Planning, Strategy, Team Building, Team Leadership, Team Management, Texas Real Estate Brokers License, Training, Working with Investors

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