Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Interests
Timeline
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Ronnie Pederson

Middleton,WI

Summary

Forward-thinking Enterprise team member bringing several years of expertise with customer services, Lean and Agile. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in soft skills of critical thinking, emotional intelligence, neuroscience and neuro-linguistic. Looking for career growth by pursuing Agile opportunities

Overview

15
15
years of professional experience

Work History

Underwriting Operation Support Center Senior Representative

American Family
07.2016 - Current
  • Communicated with agents, insured, internal customers, and global third party interests regarding Personal Lines products with 85% adherence.
  • Facilitated Standard Work Committee for East, Central and West Regions' Support Center.
  • Mentors team members and managers on Lean Principles
  • Resolved issues through careful research and follow-up with customers.
  • Managed customer accounts effectively by implementing collaboration and critical thinking skills
  • Facilitated District Agent Meetings on Advance policy changes and activities.
  • Continuous Improvement Review Team Member, reviewed improved operations recommendations and coached peers and management.
  • Maintained energy and enthusiasm in fast-paced environment

Operation Services Technician

American Family
01.2013 - 07.2016
  • Mentored fellow team members in discounts, changes and new business.
  • Educated Agents in person and by phone on how to perform Classic changes
  • Peer to Peer Review Committee.
  • EZ-Bot Automation for Umbrella Pilot
  • Collaborated with agents and internal departments regarding changes on Personal Lines policies
  • Led over 70 class-rating team in delivery of processing changes project, resulting in profitably rating policies.

Assistant Retail Manager

Starbucks
01.2007 - 01.2013
  • Encouraged and coached partners to exceed expectations, resulting in strong customer satisfaction scores.
  • Managed scheduling for 20 partners to reflect needs for special promotions, construction, weather and holiday seasons.
  • Implemented LEAN processes and systems.
  • Liaised with retail managers for 15 stores to cultivate and maintain positive and uplifting work environment and family-centric culture.
  • Handled customer service by dealing with complaints, organizing stock and answering customer questions.

Education

Certification - 5 SAFE Scrum Master

Safe Agile
Online
01.2022 - 01.2022

Certification - Professional Scrum Master I (PSM I)

Scrum.Org
Online
11.2021 - 11.2021

Certification - Project Management For Non-Managers

University of Wisconsin - Madison
Madison, WI
09.2017 - 09.2017

Skills

Agile Knowledge

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Affiliations

CIRT Continuous Improvement Review Team

ECMSN Enterprise Change Management Support Network

Communication Liaison for the Support Center Representatives and Quality Specialists

Personal Lines Diversity and Inclusion Support Team


Accomplishments


  • Created Communication Skills for Personal Lines Support Center on "How to Build Rapport" and "How to De-Escalate Calls"
  • Create Team OneNote Virtual Huddleboards
  • Supported Business Systems Analysts to track progress of items on Jira log to improve Agent status updates
  • Collaborated with several Personal Lines Departments to create Value Stream Map Education
  • 2022 All4OneAmfam recipient for living the Enterprise values

Interests

Volunteer for 2nd Harvest and UW Aboretum

Photography

Continuous Education

Timeline

Certification - 5 SAFE Scrum Master

Safe Agile
01.2022 - 01.2022

Certification - Professional Scrum Master I (PSM I)

Scrum.Org
11.2021 - 11.2021

Certification - Project Management For Non-Managers

University of Wisconsin - Madison
09.2017 - 09.2017

Underwriting Operation Support Center Senior Representative

American Family
07.2016 - Current

Operation Services Technician

American Family
01.2013 - 07.2016

Assistant Retail Manager

Starbucks
01.2007 - 01.2013

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Ronnie Pederson