Robert Knol
Aurora
Summary
Dynamic Customer Experience Manager with a proven track record at The Home Depot, excelling in voice of customer analysis and relationship building. Leveraged data analytics to enhance service quality, achieving significant improvements in customer satisfaction. Skilled in cross-functional collaboration and project management, fostering a culture of continuous improvement and operational excellence.
Overview
12
12
years of professional experience
Work History
Customer Experience Manager
The Home Depot
01.2022 - Current
- Assisted in developing customer feedback surveys to enhance service quality and satisfaction.
- Supported team in analyzing customer data to identify trends and areas for improvement.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Participated in meetings to discuss process improvements based on customer insights and feedback.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Delegated tasks to existing support team members to help solve complex business issues.
Department Supervisor
The Home Depot
09.2020 - 12.2021
- Supervised daily operations to ensure compliance with safety and quality standards.
- Trained and mentored new employees on departmental procedures and best practices.
- Streamlined workflow processes, enhancing team efficiency and productivity.
- Collaborated with upper management to align departmental objectives with organizational strategy.
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Wrote out weekly schedules to maintain coverage levels for expected demands.
- Number one in region for live good sales
Millwork Associate
The Home Depot
05.2020 - 09.2020
- Trained new associates on sales techniques and product knowledge to boost team performance.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Pro Sales Account Associate
The Home Depot
05.2019 - 05.2020
- Managed customer accounts, ensuring accurate order processing and timely delivery.
- Collaborated with cross-functional teams to resolve customer issues effectively.
- Developed strong relationships with clients through consistent communication and proactive problemsolving.
- Maximized client retention by maintaining open lines of communication and addressing concerns promptly.
- Answered customer emails, chats and telephone calls to respond to questions, provide details, and resolve concerns.
Senior Pastor
Third Christian Reformed Church
12.2013 - 03.2019
- Led congregation in spiritual growth through engaging sermons and community outreach programs.
- Developed and implemented strategic initiatives to enhance church engagement and membership retention.
- Mentored junior staff and volunteers, fostering a collaborative environment for ministry activities.
- Oversaw church operations, ensuring alignment with mission and vision statements.
- Facilitated regular worship services, creating impactful experiences that resonate with diverse audiences.
- Managed budgetary allocations for church programs, optimizing resource utilization for maximum impact.
- Collaborated with community leaders to establish partnerships and address local needs effectively.
- Led effective pastoral care for congregation members, providing spiritual guidance and support during times of crisis or need.
- Officiated special services such as weddings, funerals, baptisms, and nursing home services.
- Oversaw administration and management of all areas of ministry.
- Planned and conducted worship services, wrote sermons, and worked with key church leaders to carry out church mission.
- Managed budgets responsibly, allocating funds appropriately to support ongoing ministry initiatives and maintaining the long-term financial health of the church.
- Established and managed church budget of $900,000.00 per year.
- Ensured effective communication across all levels of church operations by implementing streamlined systems for information dissemination among staff and volunteers.
Education
Master of Divinity - Theological Studies
Calvin Theological Seminary
Grand Rapids, MIMaster of Education - Instructional Technology And Curriculum Design
University of Minnesota
Minneapolis, MNBachelor of Science - Early Childhood Special Education
Calvin College
Grand Rapids, MISkills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Decision-making
- Relationship building
- Project management
Timeline
Customer Experience Manager
The Home Depot
01.2022 - Current
Department Supervisor
The Home Depot
09.2020 - 12.2021
Millwork Associate
The Home Depot
05.2020 - 09.2020
Pro Sales Account Associate
The Home Depot
05.2019 - 05.2020
Senior Pastor
Third Christian Reformed Church
12.2013 - 03.2019
Master of Divinity - Theological Studies
Calvin Theological Seminary
Master of Education - Instructional Technology And Curriculum Design
University of Minnesota
Bachelor of Science - Early Childhood Special Education
Calvin College