Robert A. Kroll
Oklahoma City
Summary
Highly accomplished Costco veteran with extensive management and leadership experience in Warehouse Operations and Costco Travel. Currently serving as Assistant Site Manager at the OKC Call Center for over three years, recognized for driving operational excellence and consistently surpassing performance goals. Specializes in building high-trust, high-performing teams through hands-on mentorship and clear communication, resulting in significant improvements in quality outcomes and employee development. Committed to upholding the company's culture while delivering exceptional member service.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Site Assistant Manager
Costco Travel OKC
01.2022 - Current
- Transferred to assist in opening a new call center for Costco Travel.
- Trained and mentored many of our current Supervisors and Coaches in OKC.
- Currently work with my OKC Cruise Supervisor team where I have helped grow several into Coaches and Site Assistant Mangers.
- Location Safety Manager: making sure our employees feel safe and secure in the work place.
- Two time Costco President Award recipient for saving the lives of a members baby and a cruise agent in our location.
- Developed training materials for new staff, promoting efficient onboarding processes.
- Implemented process improvements to reduce booking errors and enhance accuracy.
- Aided in the timely resolution of on-site issues by effectively communicating concerns to appropriate personnel and assisting with corrective actions.
- Developed training materials for staff on customer service protocols and operational procedures.
- Led team meetings to discuss performance goals, providing guidance and support to junior staff members.
Cruise Coach
Costco Travel
01.2021 - 01.2022
- Mentored our agents, fostering professional growth and ensuring adherence to company standards.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
- Developed and executed training programs for new coaches, enhancing team performance and consistency at the start of our OKC location.
FY21 Costco Travel Mentor Program
Costco Travel
01.2020 - 01.2021
- Participated in the mentor program under AVP Suraj Panicker.
- Mentored by our executive group at Costco Travel while learning and growing my leadership style.
Cruise Supervisor
Costco Travel
01.2019 - 01.2021
- Increased Member satisfaction by consistently providing exceptional service and addressing member and agent '' needs promptly.
- Trained new staff on operational procedures and customer service standards to maintain consistency.
Warehouse Area Manager
Costco Wholesale, Warehouse #02
01.2004 - 01.2014
- Lead a failing deli department into the most productive delis in the NW Region within 6 months of starting the role.
- Managed the total rebuild of the Service Deli during a large reconstruction project of the Portland warehouse.
- Served as the Safety Trainer for each department I managed, as well as other departments throughout the warehouse.
- Service Deli Manager, Majors Manager, Foods Manager, Hardlines Manager, and Fresh Foods
Education
Associate of Science - Criminal Justice
Portland Community College
Portland, OR06-1990
Skills
- Versatile in adapting to new challenges
- Operational efficiency enhancement
- Effective team developer
- Strong dedication
- Proficient in task management
- Innovative problem-solving
- Sensitive communication skills
- Proficient in MS Office, Google applications, and Tableau
Certification
- FY21 Costco Travel Mentor Program, Costco Travel, Issaquah, WA
- C.E.R.T (Community Emergency Response Team) Training, Certificate, City of Issaquah Emergency Management, Issaquah, WA
- B.P.S.S.T: Oregon Basic Police Academy (class #201), Monmouth, OR
- Leadership Training, U.S. Navy, Naval Medical Center, San Diego, CA
Timeline
Site Assistant Manager
Costco Travel OKC
01.2022 - Current
Cruise Coach
Costco Travel
01.2021 - 01.2022
FY21 Costco Travel Mentor Program
Costco Travel
01.2020 - 01.2021
Cruise Supervisor
Costco Travel
01.2019 - 01.2021
Warehouse Area Manager
Costco Wholesale, Warehouse #02
01.2004 - 01.2014
Associate of Science - Criminal Justice
Portland Community College