Shane Michael Ross
Winnipeg,Manitoba
Summary
Confident training leader with a proven track record in planning, organization, and leadership within the hospitality and customer service industries. Skilled at effectively educating individuals of diverse skill levels, ensuring comprehensive understanding and successful application of training materials. Committed to delivering exceptional customer experiences through the development of highly trained and motivated teams.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Quality Team Lead
SkipTheDishes
02.2019 - 09.2024
- Familiar with all aspects of Live Operations
- Leads team of QA Specialists to provide Quality metrics for operational teams throughout SkipTheDishes
- Monitors productivity and quality levels for teams, shifting resources within the QA Team as needed
- Provides QA insights for special projects within the company
- Was responsible for General Onboarding Training including facilitation and content development
- Content creation including manuals for Talkdesk, Zendesk, and Dayforce
- Provides feedback and training to trainers, facilitators and content designers for Live Operations Training Team
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
Training and Development Specialist
SkipTheDishes
01.2018 - 02.2019
Team Lead - Live Support
SkipTheDishes
04.2017 - 01.2018
Success Specialist
SkipTheDishes
11.2016 - 04.2017
Rooms Division Manager/Corporate Trainer
Canad Inns
11.2011 - 11.2015
- Extensive knowledge of hotel operations, both front and back of house
- Scheduling and productivity
- Hiring and training
- Worked closely with Maintenance, Housekeeping and General Managers to plan strategic upgrades and renovations
- Aided in development of training program for Guest Services
- Provided classroom style courses for Guest Services management and supervisors for 12 properties
- Assisted with opening of new properties
- Provided follow up training and coaching to individual properties on request
Guest Services Manager / Duty Manager
Canad Inns
04.2008 - 11.2011
Guest Services Supervisor / Night Auditor
Canad Inns
04.2006 - 04.2008
Front of House Manager
Papa George's Restaurant
01.1991 - 12.2005
- Hiring and Training
- Maintaining and ordering of Liquor Inventory
- Handling guest concerns
- Cash Handling
- Menu updates
Various
Papa George's Restaurant
01.1988 - 01.1991
Education
Bachelor of Commerce - Business/Commerce
University of Manitoba
Winnipeg, MB01.1993
Skills
- Quality Metrics
- Documentation Control
- Coaching and Mentoring
- Customer Focus
- Team Training
- Problem-Solving
- Attention to Detail
- Effective Communication
- Analytical Thinking
- Data Collection
- Continuous Improvement
- Performance monitoring
Certification
- It’s Good Business
- Serving it Safe
- Motivating and Giving Effective Feedback
- Cultural Awareness in the Workplace
- Serving the Diverse Customer
- Team Building and Conflict Resolution
- Handling Difficult Situations
- Personal Selling for Front Line Employees
- Generations in the Workplace
- Five Skills of a Powerful and Effective Leader
Commendations
- Employee of the Year 2006
- Leader of the Year 2011
Timeline
Quality Team Lead
SkipTheDishes
02.2019 - 09.2024
Training and Development Specialist
SkipTheDishes
01.2018 - 02.2019
Team Lead - Live Support
SkipTheDishes
04.2017 - 01.2018
Success Specialist
SkipTheDishes
11.2016 - 04.2017
Rooms Division Manager/Corporate Trainer
Canad Inns
11.2011 - 11.2015
Guest Services Manager / Duty Manager
Canad Inns
04.2008 - 11.2011
Guest Services Supervisor / Night Auditor
Canad Inns
04.2006 - 04.2008
Front of House Manager
Papa George's Restaurant
01.1991 - 12.2005
Various
Papa George's Restaurant
01.1988 - 01.1991
Bachelor of Commerce - Business/Commerce
University of Manitoba