Personal Growth
Veronica Ross
Burlington,KY
Summary
Purpose-driven and people-focused leader with nearly 8 years of progressive growth at Best Upon Request, advancing from front-line concierge to Director of Training & Development. Proven expertise in training design, leadership development, and operational excellence. Known for cultivating elite talent, building scalable training initiatives, and aligning people strategies with business goals. Background includes 12 years as a paramedic and 6 years as a veterinary technician, reinforcing strong values of care, integrity, and service under pressure.
Overview
24
24
years of professional experience
2
2
Certification
Work History
Director of Training and Development
Best Upon Request
Mason, OH
10.2024 - Current
- Lead company-wide learning and development initiatives
- Designed and implemented scalable training programs focused on elite talent development and operational excellence.
- Partnered with executive leadership to align training strategies with company growth objectives.
- Created onboarding and upskilling programs that increased employee retention and engagement.
- Championed a coaching culture focused on trust, results, and resourcefulness
Regional Manager
Best Upon Request
Mason, Ohio
08.2022 - 10.2024
- Oversaw concierge operations across multiple markets, managing the performance and development of regional teams.
- Drove results through strategic hiring, training, and leadership mentoring.
- Fostered high-performing, compassionate teams through consistent coaching and develop
Lead Concierge
Best Upon Request
Mason, Ohio
03.2018 - 09.2022
- Promoted based on exemplary service, attention to detail, and leadership initiative.
- Mentored new concierges, ensuring consistency in service delivery and client satisfaction.
- Supported regional operations by serving as a key liaison between front-line associates and leadership.
Concierge
Best Upon Request
Mason, Ohio
11.2017 - 03.2018
- Delivered personal, high-touch service to clients, demonstrating integrity, discretion, and professionalism.
- Built foundational knowledge of the organization’s values and customer-focused mission.
Veterinary Technician
PetWow Care
Alexandria, Kentucky
07.2013 - 11.2017
- Supported compassionate care delivery, client education, and operational flow in clinical settings.
Paramedic
TransCare of Kentucky
Covington, KY
06.2001 - 03.2013
- Provided high-stakes, fast-paced emergency care, reinforcing the ability to stay calm under pressure, and lead in critical situations.
- Developed unmatched interpersonal and crisis communication skills.
Education
Paramedic Certification - Paramedicine
University of Cincinnati
Cincinnati, OH01-2001
Skills
- Strategic Leadership Development
- Talent Cultivation & Team Coaching
- Organizational Training Programs
- Change Management & Culture Building
- Cross-functional Team Collaboration
- Operational Efficiency & Process Design
- High-Integrity Leadership
- Concierge Program Innovation
- Executive communication and facilitation
Certification
- CPXP: Certified Patient Experience Professional (through the Beryl Institute)
References
References available upon request.
Work Type
Full TimeWork Location
HybridOn-SiteRemoteInterests
Charcoal and pastel drawing
Music
Quote
If you don't like something, change it. If you can't change it, change your attitude.
Maya Angelou
Timeline
Director of Training and Development
Best Upon Request
10.2024 - Current
Regional Manager
Best Upon Request
08.2022 - 10.2024
Lead Concierge
Best Upon Request
03.2018 - 09.2022
Concierge
Best Upon Request
11.2017 - 03.2018
Veterinary Technician
PetWow Care
07.2013 - 11.2017
Paramedic
TransCare of Kentucky
06.2001 - 03.2013
Paramedic Certification - Paramedicine
University of Cincinnati
Similar Profiles
LaTasha WashingtonLaTasha Washington
Lead Patient Concierge at Best Upon RequestLead Patient Concierge at Best Upon Request
Faith MandryFaith Mandry
Concierge at Best Upon RequestConcierge at Best Upon Request
Darly NesbittDarly Nesbitt
Pet Sitter at By RequestPet Sitter at By Request
Nicole BullockNicole Bullock
Lead Teacher at Little Miracles Child Development CenterLead Teacher at Little Miracles Child Development Center
Jennifer LoftinJennifer Loftin
Specialty Coder 1 OB/GYN at Baptist Health Medical GroupSpecialty Coder 1 OB/GYN at Baptist Health Medical Group