Ryan Weber
Urbandale,IA
Summary
Experienced supervisor with 8 years of success in customer support supervisory roles. Skilled at mentoring team members to consistently deliver exceptional service and fostering team morale through effective communication and positive performance feedback. Recognized for reliability and adaptability, with a quick capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and make valuable contributions to organizational growth.
Overview
15
15
years of professional experience
Work History
P&C Customer Service Supervisor
Nationwide Insurance
2016.03 - Current
- Led a team of 15 – 20 direct reports responsible for receiving inbound calls from members, agents, and various business partners
- Utilized a wide array of tools to measure performance and create a culture of extraordinary care in order to successfully provide an effortless experience to callers
- Conducted monthly one on one sessions with each individual to assist in career development
- Collaborated with provisional role supervisors to ensure consistent messaging and coaching while in provisional roles
- Provided an inclusive, engaging team environment for a virtual team
- Applied Lean tools to drive continuous improvement through daily huddles
- Participated in various supervisor committees to support business unit strategy
MS22 Dev Team
Nationwide Insurance
2021.10 - 2022.04
- Tasked with supporting MS22 group in analyzing Money Services processes and building out countermeasures to provide to IT partners to automate and eliminate work
- Leveraged knowledge of agile and scrum methods from prior role on the UPS Big Bet team to help onboard new team members
- Held lean discovery event in October 2021 which led to countermeasures with projected annual savings of $143,000
- Developed IT packages to deliver to IT partners to facilitate building countermeasures in 2022
- Held lean discovery event in November 2021 with additional countermeasures in development, with $235,000 in annual benefits
Underwriting and Processing Simplification Big Bet
Nationwide Insurance
2020.11 - 2021.09
- Tasked with supporting the UPS Big Bet in reducing print and postage costs from $30 million, as a subject matter expert on personal lines services processes and procedures
- Leveraged agile methods to develop a cross-functional team and analyze paperless processes
- Contributed to a lean discovery event in May 2021 that led to countermeasures with annual savings of approximately $4 million
- Developed intakes for IT to build out countermeasures in 2022, attending requirements meetings to ensure alignment on delivery
- Created Virtual Advisor (DPA) pop-ups reminding ISPs of the paperless process, leading to a 36% increase in accuracy within the pilot group over a 4-month period
- Consolidated resources on the paperless process into one centralized location in Knowledge Advanced
Member Care Representative IV- Personal Lines
Nationwide Insurance
2010.03 - 2016.03
- Managed and serviced inbound member calls, policy information, billing accounts, payments Smart Ride questions, policy documentation, and deescalate members' issues on personal lines policies
- Cross-trained in PolicyCenter and legacy policies
- Subject matter expert for new associates, answering questions, teaching materials, and building new associates' personal brand, both in classroom and side by side settings
- Maintained producer license through continuing education courses
- Completed 3-month internship as a supervisor in PLSC
Education
Associate of Arts Degree -
Des Moines Area Community College
Ankeny, IA05.2012
Bachelor's Degree - Information Technology
Upper Iowa University
Fayette, IA06.2026
Skills
- Six Sigma Yellow Belt Certified
- Lean management system
- Agile and Scrum Methodologies
- Process mapping
- Data analysis
- Jira
- FigJam
- PolicyCenter
- Artemis
- Power Automate
- PowerBI
- Problem-Solving
Projects
2024 Sprint
- Identified gaps across sampling of SA360 calls
- Developed content for knowledge management, incorporating generative AI to develop best practices
- Managed a test and learn to validate new processes and measure impact
- Put together coaching materials for leaders to effectively implement best practices
- Presented test and learn results and updated processes to leadership to get business unit buy-in
- Created detailed monitor and control plan to measure success during implementation
RCPS
- Organized and conducted monthly GEMBA sessions to understand pain points within the PLSC
- Used feedback from GEMBA sessions and scoring from The Voice to prioritize top pain points
- Presented top pain points at monthly tier 3 meetings, deciding which ones will become RCPS projects
- Reviewed countermeasures presented by RCPS teams and decide which we will move forward with
- Completed Six Sigma Yellow Belt Certification in October 2022
Timeline
MS22 Dev Team
Nationwide Insurance
2021.10 - 2022.04
Underwriting and Processing Simplification Big Bet
Nationwide Insurance
2020.11 - 2021.09
P&C Customer Service Supervisor
Nationwide Insurance
2016.03 - Current
Member Care Representative IV- Personal Lines
Nationwide Insurance
2010.03 - 2016.03
Associate of Arts Degree -
Des Moines Area Community College
Bachelor's Degree - Information Technology
Upper Iowa University
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