Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ross Lent

Ocoee,FL

Summary

Expert in analytical thinking and training, I excel in empathetic client interactions and team collaboration, driving substantial improvements in service quality and operational excellence. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives in a leadership role.

Overview

9
9
years of professional experience

Work History

Sr. Client Tech Support Consultant

ADP
05.2022 - Current
  • Monitored employee and customer interactions to assess quality of service.
  • Assisted with implementing and training with programs, including being a point of contact with support following launch.
  • Re-Developed the TPS call evaluation criteria to better suit our needs, resulting in higher tNPS scores, which subsequently led to this criteria being utilized across all TPS business units.
  • Worked cooperatively with managers and team leads to identify weaknesses in associate calls and supplied further coaching to those in need.

Associate Client Support Consultant

ADP
04.2019 - 05.2022
  • Selected by management to work exclusively with prioritized and escalated cases.
  • Mentored new hires with new case types and how to manage their queues.
  • Worked year end stretch assignments in order to prevent annual filing issues.
  • First member of my cohort to be trained on both TOPS and N8 platforms
  • #hellogr8ness winner for Q3 FY22

Rooms Controller

Marriott Vacations Worldwide
01.2017 - 04.2019
  • Implemented appropriate booking strategies to verify reservation accuracy and provide service excellence.
  • Resolve guest complaints and turn around disappointments into positive experiences.
  • Oversaw the pre-arrival specialist team to ensure we met guests requirements and accommodation expectations.
  • Coordinated maintenance and special projects schedules with engineering and housekeeping teams.

Lead Guest Service Agent

Marriott Vacations Worldwide
11.2015 - 01.2017
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Mentored all new hires on my shift to learn best practices.
  • Handled customer complaints to satisfy and retain guests.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.

Education

Bachelor of Arts - Hospitality Management

University of Central Florida
Orlando, FL
05-2018

Skills

  • Empathy and patience
  • Training and coaching
  • Strong interpersonal skills
  • Corrective Actions
  • Team Collaboration
  • Analytical Thinking

Timeline

Sr. Client Tech Support Consultant

ADP
05.2022 - Current

Associate Client Support Consultant

ADP
04.2019 - 05.2022

Rooms Controller

Marriott Vacations Worldwide
01.2017 - 04.2019

Lead Guest Service Agent

Marriott Vacations Worldwide
11.2015 - 01.2017

Bachelor of Arts - Hospitality Management

University of Central Florida
Ross Lent