Robert Rolando
Rockford,IL
Summary
Dynamic Customer Experience Manager with a proven track record at Home Depot, excelling in cross-functional collaboration and customer service. Enhanced client satisfaction through data analytics and effective problem-solving, driving revenue growth and fostering team motivation. Skilled in CRM software, I cultivate strong relationships and inspire continuous improvement initiatives.
Overview
39
39
years of professional experience
Work History
Customer Experience Manager
Home Depot
12.2017 - Current
- 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.
- Fostered professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
President
Max Tech Consulting
05.2001 - Current
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Increased customer satisfaction through continuous improvement initiatives and excellent customer service.
- Managed crisis situations effectively while minimizing disruption to daily operations.
- Enhanced company performance by implementing strategic plans and overseeing daily operations.
- Cultivated strong relationships with external partners to foster collaboration and maximize resources.
- Inspired innovation by creating an environment that encouraged creative thinking and problem-solving capabilities.
General Manager of Operations
Anything’s Possible
01.1994 - 05.2001
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
Sales Associate
Computer Innvations
11.1991 - 01.1993
- Built relationships with customers to encourage repeat business.
- Managed order purchasing and scheduling for technical services team.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
Communications Operator
United States Marine Corps
01.1986 - 09.1991
- Participated in ongoing training programs to maintain proficiency in industry best practices and regulatory requirements.
- Successfully managed high-stress situations with composure, effectively coordinating multi-agency responses when needed.
- Enhanced emergency response times by efficiently prioritizing and dispatching incoming calls.
- Assisted in the development of new training materials, resulting in improved operator performance.
Education
High School Diploma -
Durand High School
Durand, IL05-1986
Skills
- Team Building
- Voice of customer analysis
- Data analytics
- Account management
- Employee motivation
- Customer service
- Goal setting
- Financial management
Timeline
Customer Experience Manager
Home Depot
12.2017 - Current
President
Max Tech Consulting
05.2001 - Current
General Manager of Operations
Anything’s Possible
01.1994 - 05.2001
Sales Associate
Computer Innvations
11.1991 - 01.1993
Communications Operator
United States Marine Corps
01.1986 - 09.1991
High School Diploma -
Durand High School