Adam Ramsay Email & Phone Number

Indianapolis, 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

Indianapolis, 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

Indianapolis, 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%

Buffalo, 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

Bachelor'S Degree, Mathematics

Bachelor Of Science - Bs, Accounting And Business/Management