Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Ryan McConnell

Indianapolis,IN

Summary

Dynamic service operations leader with extensive experience in managing teams and enhancing service delivery through strong leadership and organizational skills. Expertise in customer relationship management and workflow optimization drives consistent results, while a proven track record of effective problem-solving improves service processes. Committed to fostering team collaboration and adaptability to meet evolving needs, ensuring operational efficiency and high customer satisfaction rates. Skilled in conflict resolution and dedicated to leveraging communication strengths to elevate the overall customer experience.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Service Supervisor

Farmers Insurance
10.2023 - 10.2025
  • Supervised daily operations, ensuring efficient workflow and adherence to safety protocols.
  • Trained and mentored staff, fostering skills development and teamwork.
  • Implemented process improvements, enhancing service delivery and customer satisfaction.
  • Conducted performance evaluations, providing actionable feedback to team members.
  • Resolved customer complaints swiftly, maintaining high service standards and loyalty.
  • Analyzed operational data, identifying trends to drive strategic decision-making initiatives.
  • Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.

Customer Service Specialist

Farmers Insurance
01.2022 - 01.2023
  • Assisting customers in answering questions about their policies ranging from billing questions, coverages, etc.
  • Providing quotes for Auto, Home, and Umbrella policies on occasion.
  • Following up with clients whether paperwork is needed, or additional actions need to be taken based on Underwriting needs.
  • Ensuring service is provided in a prompt and polite manner.

Auto Insurance Service Underwriter

GEICO
01.2017 - 01.2021
  • Assisting customers in answering questions about their policies ranging from billing questions, coverages, etc.
  • Explaining changes to policies made by either the customer or the company to provide understanding.
  • Providing recommendations to the customer based on their needs, current level of coverage, desired level of coverage, and current circumstances.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Used sales techniques such as suggestive selling and others.
  • Ensured that insurance benefits were verified in a timely manner.
  • Verified client information by examining existing evidence on file.

Crew Member

Fry's Electronics
01.2015 - 01.2017
  • Helped customers select the best fitting merchandise to fit their needs.
  • Restocked shelves, racks and bins with the latest merchandise in attractive displays.
  • Maintained an efficient and organized storage area to easily find desired items.
  • Completed orders for new and established customers, including locating merchandise, packaging items and handling the associated documentation.
  • Followed established guidelines and procedures.
  • Assisted team members and managers with tasks to maintain productivity and meet project milestones.
  • Listened to customer complaints, resolving most issues and escalating complex concerns to the assistant manager for resolution.

Education

Diploma -

Fisher High School
Fishers, IN
06.2015

Skills

  • Computer literate

  • Good telephone etiquette

  • Client documentation

  • Working knowledge of basic call center systems such as Finesse and Outlook

  • Effective call handling skills like time management, multitasking, and organization

  • Customer service skills such as controlled tone, professional speaking, and de-escalating difficult situations

  • Complaint handling

  • Service order flow

  • Task delegation

  • Emotional intelligence

  • Management experience

  • Progress monitoring

  • Policy enforcement

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Certification

Property and Casualty License

Timeline

Service Supervisor

Farmers Insurance
10.2023 - 10.2025

Customer Service Specialist

Farmers Insurance
01.2022 - 01.2023

Auto Insurance Service Underwriter

GEICO
01.2017 - 01.2021

Crew Member

Fry's Electronics
01.2015 - 01.2017

Diploma -

Fisher High School

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Ryan McConnell