SHL Alumni Spotlight: Hope Cooper and Tanner Knoll

Hope Cooper

After graduating from College of Business’ School of Hospitality Leadership (SHL) in 2021, Hope Cooper was surprised to find herself taking a new position on the same team as another SHL graduate, Tanner Knoll. Together, in the coastal city of Wilmington, they work as customer success managers for Untappd. Untappd, a social networking app with nearly nine million users, serves as a staple application within the craft beer community. Cooper and Knoll collectively manage more than 2,000 Untappd accounts, with Cooper primarily overseeing bars, restaurants, and bottle shops in the small-medium business vertical and Knoll specifically working with the breweries vertical.

Tanner Knoll

Cooper and Knoll’s activities consist of having quality conversations with restaurant, bar, and brewery owners across the globe and helping such users better utilize the Untappd for Business product. With a strong focus on customer retention, the Customer Success Team is dedicated to meeting revenue retention goals for the company and cultivating strong customer relationships with those who rely on the Untappd for Business product for daily in-house F&B operation. Through the Untappd platform, Cooper and Knoll strive to support their accounts in the areas of menu management, customer relationship management, marketing reach, and inventory management to further increase venues’ number of check-ins, sales, menu views, and social impressions on the app.

Cooper and Knoll credit their professional success to their educational foundation at SHL. Throughout their years in the department, they learned the skills necessary to work with business owners in the hospitality industry, how to be solutions-oriented in thought, value-driven in approach, and customer-oriented in all aspects of communication. The well-rounded education gained from SHL has contributed to their professional confidence in not only the area of hospitality/customer service, but food and beverage management, marketing, finance, entrepreneurship, and facilities management, which are all integral aspects of the businesses they work with daily.

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