Steven Ross
Stanley
Summary
Results-oriented Operations and Customer Service Leader with over a decade of experience in large-scale service operations and employee development. Expertise in team leadership, process improvement, and regulatory compliance, with a strong focus on operational efficiency and customer satisfaction. Proven track record in building high-performing teams and implementing effective safety programs across diverse industries.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Retail Operations Associate
Massey Inc
Gastonia
02.2014 - Current
- Served as acting manager on duty, independently overseeing store operations and resolving customer concerns during assigned shift.
- Support daily operations, including opening and closing procedures, cash handling, and customer service.
- Reconciled cash tills and maintained accurate financial records, ensuring accountability at end of each shift.
- Complete grocery and tobacco inventory orders to maintain stock levels and ensure efficient store operations.
- Receive, unload, and organize deliveries while maintaining product availability and merchandising standards.
- Trained and onboarded new employees on company policies and customer service expectations, enhancing team readiness.
- Ensure compliance with company policies and state regulations governing age-restricted products and lottery sales.
- Collaborate with a small team to support all aspects of store operations while adapting to changing business needs.
- Demonstrated flexibility and dependability by supporting store operations across day, evening, and overnight shifts while maintaining additional professional responsibilities.
Branch Safety Manager
TruGreen Lawn Care
Charlotte
01.2022 - 12.2025
- Functioned as Branch Safety Manager for a large operation of 120+ employees in production, sales, marketing, and administrative departments, directing training, compliance, and workplace safety initiatives.
- Conducted safety training, onboarding, and ongoing coaching to ensure adherence to company policies, industry standards, and workplace safety procedures.
- Investigated workplace incidents, identified root causes, and implemented corrective actions to reduce risk and improve operational safety.
- Performed routine audits of vehicles, equipment, and facilities to maintain compliance with company and regulatory requirements.
- Collaborated with branch leadership to develop strategies that enhanced employee accountability and aligned safety performance with business objectives.
- Maintained safety records and monitored key metrics to provide actionable recommendations and insights to the leadership team.
- Cultivated a culture of safety and continuous improvement across all departments within the branch.
Service Manager
TruGreen Lawn Care
Charlotte
01.2022 - 12.2025
- Managed daily operations for a team of approximately 45 technicians, ensuring efficient scheduling, service quality, and customer satisfaction.
- Oversaw employee training, performance management, and professional development to uphold operational standards and enhance team capabilities.
- Handled customer escalations and complex service concerns, delivering effective resolutions and strengthening client relationships.
- Monitored key performance indicators and service metrics to identify trends and drive improvements in operational efficiency and profitability.
- Collaborated with branch leadership to implement process improvements and support company initiatives.
- Partnered with sales leadership to train and mentor inside sales representatives, providing operational expertise and contributing to the development of new team members from 2024 to 2025.
- Collaborated with branch leadership to implement data-driven reporting systems, supporting metrics like EBITDA and customer retention, contributing to annual performance bonuses in three of four years.
Residential Lawn Specialist
TruGreen Lawn Care
Charlotte
06.2020 - 12.2021
- Provided lawn care services and consultations for 35-50 residential customers daily, creating tailored treatment plans that enhanced lawn health and customer satisfaction.
- Diagnosed turf, weed, and environmental issues, educating customers on effective maintenance strategies to improve their lawns.
- Performed full-service applications in compliance with company standards, safety regulations, and environmental guidelines.
- Built strong customer relationships through proactive communication and exceptional service, resulting in high customer satisfaction and retention.
- Identified customer needs through consultations, generating additional revenue by recommending suitable products and services during truck sales.
- Managed daily routes, equipment, and inventory to ensure efficient and timely service delivery.
Education
High School Diploma -
East Gaston High School
Mount Holly, NC01-2008
Skills
- Operations Management
- Inventory Management
- Customer Relationship Management
- Retail Sales
- Employee Training & Development
- Safety Compliance
- Process Improvement
- Team Leadership
- Operational Strategy
Languages
English
Full Professional
Certification
- North Carolina Multi-Category State Pesticide Applicators License
- South Carolina Multi-Category State Pesticide Applicators License
- Certified in First Aid, CPR\AED, and First Responder Training
- Completed 7 hours towards MESH certification
Timeline
Branch Safety Manager
TruGreen Lawn Care
01.2022 - 12.2025
Service Manager
TruGreen Lawn Care
01.2022 - 12.2025
Residential Lawn Specialist
TruGreen Lawn Care
06.2020 - 12.2021
Retail Operations Associate
Massey Inc
02.2014 - Current
High School Diploma -
East Gaston High School