Kendra Ross
178 Hasbrouck Cir, Howard,OH
Summary
Experienced Training and Quality Manager dedicated to enhancing organizational and employee performance through the establishment of a collaborative and accountable work culture. Data- driven leader who is passionate about working for strong results. Delivers comprehensive training programs encompassing various modes of learning, resulting in increased knowledge and improved performance across different departments. Committed to fostering an environment of mutual respect, trust, and consensus-building to drive continuous growth and customer service success.
Overview
14
14
years of professional experience
Work History
Quality Assurance and Training Manager
4Patriots
03.2016 - 04.2025
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Communicated all learning and performance objectives, schedules, and training assessments to business leaders.
- Created detailed day to day training agendas.
- Sourced, implemented and managed LMS programs.
- Organized and edited training manuals, multimedia visual aids, and other educational materials. Delivering via e-learning.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Created and deployed Customer Service KPI metrics.
- Collaborated cross departmentally to align training programs with organizational goals and objectives.
- Created quality assurance program including scorecard and KPI standards.
- Managed team of 10 plus specialists. Accurately and effectively preform QA audits. Achieving 90% overall QA score YOY.
- Designed and implemented CSAT surveys. Maintaining 80% customer satisfaction for six years.
- Responsible for interviewing and hiring new employees.
Supervisor of Operations
Sally Beauty Holdings Inc.
02.2011 - 03.2016
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with external vendors and suppliers.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Monitored front areas so that questions could be promptly addressed.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Education
High School Diploma -
Mount Vernon High School
Mount Vernon, OH06.2007
Skills
- Adult learning
- Learning management systems
- Performance metrics
- Training creation and development
- Coaching and Performance
- Data driven management
- KPI performance
- Customer Service leader
Timeline
Quality Assurance and Training Manager
4Patriots
03.2016 - 04.2025
Supervisor of Operations
Sally Beauty Holdings Inc.
02.2011 - 03.2016
High School Diploma -
Mount Vernon High School
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