Ryan Schafer
Dallas
Summary
Contact Center Team Manager specializing in coaching and team development to enhance customer experiences. Proven track record in leading quality initiatives and implementing scalable processes that drive measurable results, including significant productivity improvements and enhanced team performance.
Overview
11
11
years of professional experience
Work History
ECC Team Manager
State Farm Insurance
Richardson
01.2025 - Current
ECC Team Manager
State Farm Insurance
Richardson
06.2022 - 01.2025
- Led the Quality Committee starting April 2025, building and presenting a multi-department Quality Campaign and scaling calibration practices across PLCC, BLRC, and State Farm Billing—coordinating 15 calibration leads and using transfers/escalation & de-escalation standards and AI summarization to drive actionable quality improvements, strengthen a customer-centric quality culture, and inform the foundation for the 2026 Quality Plan.
- Mentored and led PCU/PLCC/PM department-wide underwriting acumen initiatives by developing, planning, and facilitating case-study–based training across 20+ sessions (40+ employees per session) during Q4 2025–Q1 2026.
- Engineered and rolled out reusable AI prompts to streamline monthly employee and FLL/SM 1x1 preparation and promotion recommendation write-ups, enabling stronger self-advocacy, more objective KPI analysis, and faster, higher-quality documentation—shared across PLCC/BLRC and with Section leadership/NewCo FLLs, including a rating-consensus prompt that consolidates templates, level assessments, and KPI-driven recommendations to save significant preparation time.
- Supported Project Caroline by aligning PLCC implementation and messaging in preparation for a June test phase and Jan 2027 launch, developing and presenting briefing slide decks to Fire leadership and Team Leads for dissemination across PLCC/Fire—and partnering with PLCC Auto Mod leadership to enable new-business writing in Massachusetts, expanding into a previously unserved state.
- Performed forecasting for the Training Transformation Committee and provided analysis leading to PLCC & BLRC selecting the leadership structure for Training as PCU and ECC’s training programs diverge.
- Plan and facilitate monthly director Town Halls to enhance transparency and familiarity among employees and leadership and increase acumen.
- Engaged action plan to improve efficiency for an associate leading to a reduction of 10% in handle time, 2.2% transfer, and 30% increase in efficiency.
Underwriting Support Service Supervisor
State Farm Insurance
Richardson
07.2019 - 06.2022
- Through targeted coaching of 20% of the lower performers, achieved an average of 30% improvement in Productivity from April ’21 to January ’22.
- Volunteers for assignments above role responsibilities; orchestrates hiring efforts for training waves, facilitates Employee Talent Reviews, conducts Business Continuity Planning Test and articulates the processes.
- Acts as auto Team Resource lead, Quality Committee lead to identify opportunities to develop and align enterprise resources for enhanced employee and customer experiences.
Underwriting Support Service Supervisor
State Farm Insurance
Richardson
01.2015 - 07.2019
- Supervised personal lines production team for 3 years and transitioned to supervising team resources for 2 years, ensuring alignment with operational goals.
- Developed over 20 direct reports, fostering their professional growth and readiness for promotional opportunities.
- Organized audits, knowledge assessments, and training sessions to identify knowledge gaps and enhance enterprise quality outcomes.
Education
Bachelor of Arts - Business Administration
Truman State University
Kirksville, Missouri01-2011
Accomplishments
- AWS Certified Cloud Practitioner Certification (AWS CCP), In Progress
- Fellow, Life Management Institute (FLMI), 01/20
- Associate Customer Service (ACS), 11/19
- Associate Insurance Regulatory Compliance (AIRC), 11/19
- Chartered Life Underwriter (CLU), 05/16
- Chartered Property Casualty Underwriter (CPCU), 05/16
Timeline
ECC Team Manager
State Farm Insurance
01.2025 - Current
ECC Team Manager
State Farm Insurance
06.2022 - 01.2025
Underwriting Support Service Supervisor
State Farm Insurance
07.2019 - 06.2022
Underwriting Support Service Supervisor
State Farm Insurance
01.2015 - 07.2019
Bachelor of Arts - Business Administration
Truman State University