Growing up in a family of teachers, professors and football coaches, I was instilled with a passion for teaching and nurturing others to reach their full potential. This, combined with my profound affection for statistics and mathematics, has equipped me with a unique blend of soft and analytical skills that have enabled me to excel in every leadership role I have undertaken.Currently, I serve as a senior operations manager with significant expertise in regional planning and claims operations. My mission is to enhance customer satisfaction by creating extraordinary experiences that promote loyalty and retention. Through developing leaders, managing our contact center and implementing process improvements, I ensure that this mission is accomplished to the fullest extent possible. Customer success and customer satisfaction are my priority.In addition to my leadership achievements, I am proud to have contributed to substantial cost savings for my company through workforce management improvements, totaling over $9M. As the manager of a contact center with more than 100 licensed employees, our team handles the needs of over 300,000 customers annually. With my extensive project management experience, I am able to complete thorough process reviews and implement necessary changes within the designated timeframe, ensuring that our operations are optimized for maximum efficiency and customer satisfaction.
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Senior Operations ManagerGeico Jan 2019 - Dec 2023Indianapolis, Indiana, United States• Managed a contact center responsible for providing customer service to 300,000 customers annually• Saved $9M in annual salary expense by identifying workforce resource inefficiencies, improving staffing and forecasting models, and increasing employee productivity by 18%• Created customer service metrics and initiated process improvements that increased customer satisfaction by 3 pts year over year, retaining an additional $8.5M in policy premium• Developed, coached, and mentored 26 supervisors and managers, with an 88% promotion success rate• Increased engagement of 120 contact center associates, measured by a 35% decrease in attrition and a 10-point improvement in internal surveying -
Planning ManagerGeico 2018 - 2019Indianapolis, Indiana, United States• Directed $14M facility renovation by managing key stakeholders, external vendors, and local facilities management engineers to complete project on schedule• Managed cross-functional projects utilizing Azure DevOps while using Agile methodologies, delivering outcomes on time and under budget• Utilized IBM Planning Analytics / TM1 to optimize resource allocations across functional units, ensuring profit and loss targets were met• Led regional annual merit and performance review for 1500 employees, awarding $5.6M of salary
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Claims Operations ManagerGeico 2017 - 2018Indianapolis, Indiana, United States• Recruited to start a new department, created business plans, defined standards and success metrics, managed day-to-day operations, hired and developed leadership, and building the department structure• Grew department from 18 associates to 250, leading the company in KPIs such as efficiency, customer service and accuracy• Facilitated and managed cross functional trainings that improved customer experience by reducing customer wait time by 180 seconds and decreasing abandoned call volume by 100%
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Accounting Systems AnalystNanodynamics, Inc. Apr 2006 - Dec 2010Buffalo, New York, United States• Implemented and administered ERP and MRP products, Microsoft Navision• Developed MRP reporting that identified shipping bottlenecks and changed processes which led to a 40% improvement in order fulfillment productivity• Completed process reviews that improved purchase order procedure flows• Aided in the completion of quarterly financial statements and performance analysis summaries reviewed by VCs and shareholders
Adam Ramsay Education Details
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Mathematics -
Accounting And Business/Management
Frequently Asked Questions about Adam Ramsay
What is Adam Ramsay's role at the current company?
Adam Ramsay's current role is Senior Operations Manager | Customer Success, Project Management & Talent Development.
What schools did Adam Ramsay attend?
Adam Ramsay attended University At Buffalo, University At Buffalo School Of Management, The State University Of New York.
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