Ryan Keeney Dip DigM

Experience

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  Kwik Fit Insurance Services

  Dec 2006 - Feb 2013

  Highlights:•Managed 6 of 13 consultants to attaining Executive/Elite sales status•Noted improved employee engagement resulting in 0% staff turnover across team in calendar year•Nominated for Retentions Team Manager of the YearMain Duties & Responsibilities• Ensure levels of customer service are of the highest standard• Ensure all targets and quality standards are met• Organise people resources to ensure all opportunities are maximised on a daily basis• Manage and develop the team members into effective, efficient and experienced consultants• Assist in the on-going development of consultants as required• Collate daily performance data. Cascade performance statistics to team members with any plans for remedial action as required• Ensure all KPI’s are monitored daily and improved in line with department targets• Keep Floor Manager up to date daily with performance and any significant issues• Cascade relevant company-related information to team members• Communicate standards in areas such as performance, behaviour, dress, tidiness of work areas etc and address any shortfalls through effective feedback to Team Members• Create a culture of challenge, drive and ‘can do’ attitude through motivation and coaching of team members• Carry out regular performance reviews with team members• Liase with Quality Champion to improve quality scores and Coaching Champion to ensure regular coaching sessions are on-going and effective• Resolve escalated customer queries • Complying with the principles of the FCA Show less Highlights:•Lead the business in a new outbound dialling campaign designed as a last chance offer to renew - Performed at 40% above targets for calendar year and is a tool still utilised for inbound retention calls in the business today.•Managed 7 of 10 consultants to attaining Executive/ Elite sales statusMain Duties and Responsibilities• Ensure levels of customer service are of the highest standard• Ensure all targets and quality standards are met• Organise people resources to ensure all opportunities are maximised on a daily basis• Manage and develop the team members into effective, efficient and experienced consultants• Assist in the on-going development of consultants as required• Collate daily performance data. Cascade performance statistics to team members with any plans for remedial action as required• Ensure all KPI’s are monitored daily and improved in line with department targets• Keep Floor Manager up to date daily with performance and any significant issues• Cascade relevant company-related information to team members• Communicate standards in areas such as performance, behaviour, dress, tidiness of work areas etc and address any shortfalls through effective feedback to Team Members• Create a culture of challenge, drive and ‘can do’ attitude through motivation and coaching of team members• Carry out regular performance reviews with team members• Liase with Quality Champion to improve quality scores and Coaching Champion to ensure regular coaching sessions are on-going and effective• Resolve escalated customer queries • Complying with the principles of the FCA Show less Highlights:•Managed 50% of consultants to attain Executive/ Elite sales status•Noted improved employee engagement resulting in 0% staff turnover across team in calendar yearMain Duties and Responsibilities• Ensure all revenue targets and quality standards are met• Conduct regular coaching sessions to address any shortfalls in performance or quality, or any other area as appropriate• Manage and develop the team members into effective, efficient and experienced consultants• Assist in the on-going development of consultants as required• Review daily performance data, analyse trends and discuss with manager on a daily basis• Cascade performance statistics to team members with any plans for remedial action as required• Ensure all KPIs are monitored and improved in line with department targets• Keep manager up to date with performance and any significant issues• Cascade relevant company-related information to the team members• Communicate standards (performance, behaviour, dress, tidiness of work areas etc.) and address any shortfalls through effective feedback to team members• Resolve escalated customer queries• Ensure compliance with FCA principles• Treat our customers both fairly and professionally at all times• Ensure new business revenue targets and quality standards are met• Comply with Company Values• Take responsibility for other teams as requested by floor manager to ensure adequate supervision Show less Highlights:•First Web Sales Team Manager to lead 100% of new employees through successful "transition" period with 0% staff turnover•Recognised consistent high quality and adherence to ComplianceMain Duties and Responsibilities• Ensure all revenue targets and quality standards are met• Conduct regular coaching sessions to address any shortfalls in performance or quality, or any other area as appropriate• Manage and develop the team members into effective, efficient and experienced consultants• Assist in the on-going development of consultants as required• Review daily performance data, analyse trends and discuss with manager on a daily basis• Cascade performance statistics to team members with any plans for remedial action as required• Ensure all KPIs are monitored and improved in line with department targets• Keep manager up to date with performance and any significant issues• Cascade relevant company-related information to the team members• Communicate standards (performance, behaviour, dress, tidiness of work areas etc.) and address any shortfalls through effective feedback to team members• Resolve escalated customer queries• Ensure compliance with FCA principles• Treat our customers both fairly and professionally at all times• Ensure new business revenue targets and quality standards are met• Comply with Company Values• Take responsibility for other teams as requested by floor manager to ensure adequate supervision Show less Highlights:•Executive/ Elite sales status attained•Recognised consistent high quality and adherence to ComplianceMain Duties and Responsibilities• Maximise all revenue-generating opportunities whilst providing an efficient, professional service to our customers• Input customer data into computer system during and following calls• Meet quality standards, such as adherence to call script, compliance with insurance regulation and error rates in inputting data• Operate within productivity measures, e.g. call length, calls per hour and ‘non-available’ time• Comply with the principles of the FCA• Treat our customers fairly and professionally at all times Show less Highlights:•Responsible for heading only part time Call Connections campaign team - Lead generation for immediate quotes•Noted improved employee engagement resulting in 0% staff turnover across team in calendar year•Nominated for Customer Research Team Manager of the YearMain Duties and Responsibilities• Maximising all opportunities for sales leads whilst providing an efficient, professional service on behalf of both Kwik-Fit (GB) and KFI• Manage and develop the team members into effective, efficient and experienced consultants• Assist in the on-going development of consultants as required• Collate daily performance data, update staffing and registers and discuss with Customer Research Floor Manager on daily basis• Cascade performance statistics to Team Members with any plans for remedial action as required• Keep Customer Research Floor Manager up to date with performance and any significant issues• Cascade relevant company-related information to team members• Communicate standards in areas such as performance, behaviour, dress, tidiness of work areas etc and address any shortfalls through effective feedback to team members• Create a culture of challenge, drive and ‘can do’ attitude through motivation and coaching of team members.• Carry out regular performance reviews with team members• Liaise with quality to improve quality scores and coaching to ensure regular coaching sessions are on-going and effective• Resolve escalated customer queries • Ensure compliance with FCA principles Show less Highlights:•Executive/ Elite sales status attained•Recognised consistent high quality and adherence to ComplianceMaximise all opportunities for sales leads whilst providing an efficient, profession service on behalf of both Kwik Fit (GB) and Kwik Fit Insurance Services.Adherence to quality standards throughout, including following of call script, compliance with insurance regulations and input of data error rates. Compliance to FCA principles is fundamental.Strong focus on productivity measures, including call length, calls per hour and "non available" time. Show less

  • Retention Team Manager

    Jan 2012 - Feb 2013

  • Renewals Team Manager

    Feb 2011 - Jan 2012

  • Outbound Sales Team Manager

    Apr 2010 - Feb 2011

  • Web Sales Team Manager

    Oct 2009 - Apr 2010

  • Web Sales Consultant

    Feb 2009 - Oct 2009

  • Customer Research Team Manager

    Dec 2007 - Feb 2009

  • Customer Research Consultant

    Dec 2006 - Dec 2007
• 

  Ageas in the UK

  Feb 2013 - Jan 2018

  Highlights:•Initiated, managed and successfully embedded the Continuous Improvement Cycle (CIC) across all Ageas Partnership brands with a continued focus on delivering best in class user experience across all of our online journeys•Successfully led the Kwik Fit Insurance Services brand through full system migration from SSP onto CDL Strata. All lines of business included within the migration, motor, home and breakdown, where a total of 14 aggregator integrations were also necessary throughout the project•Recognised business wide as the "Ecommerce & Marketing Employee of the Year" for 2016Ownership of CIC across all Ageas Partnership brands online journeys with the key aim of improving user experience and reducing customer struggle throughout. Produce solutions that aid in the navigation across the quote and buy process to improve performance and online conversion, also aligning with any other particular Partnership brands key objectives.Constant review of all Partnership brands websites is key. Ensure an understanding of current processes and awareness of any immediate customer struggle and be able to recommend solutions to alleviate. Maintain a sound understanding of departmental tools used to improve performance - Mainly, but not restricted to, SessionCam and Google Analytics. Provide efficient, timely and accurate tracking alongside these tools to produce relevant MI, educating all key stakeholders throughout.Ensure a consistent high level of engagement with Ecommerce Development Manager and lead them where necessary in writing functional specifications and creating wireframes and mock-up prototypes for all online change.Prioritise work across all Partnership brands to realise maximum benefit and return. Recognise, quantify and communicate the impact of upcoming changes to key stakeholders, both internally and externally.Management and on-going development of Ecommerce Aggregator Consultant and Ecommerce Performance Consultant. Show less Highlights:•Business wide online change lead for complete redesign of all Express Insurance Services (EIS) websites - Motor, van and motorcycle lines of business. The website redesign provided fully mobile optimised platforms and delivered a 40% increase in online sales conversion across the EIS online journeys•Strong management of day to day BAU development schedules allowing Kwik Fit Insurance Services to deliver a 74% improvement in online sales conversion, a record high, and become a top quartile aggregator partner•Integral part of a successful, award winning team recognised by winning "Digital Initiative of the Year" at the British Insurance Awards. Also winner of the "E-Broking Award" at the UK Broker AwardsOwnership and day to day management of BAU development schedules, engaging with internal and external suppliers, ensuring delivery to agreed deadlines, on time, and within budget. This also included close co-ordination with key internal stakeholders to ensure suitable release dates and smooth transition to live.Learn, understand and then develop relationships with 3 of the major insurance software houses, CDL, SSP and OGI as well as outsourced developers. Writing functional specifications and creating wireframes and mock-up prototypes for all online change, aligning with supplier process and way of working. Ability to influence supplier way of working pivotal to success of delivering change on time.Recognise and communicate the impact of upcoming change to key stakeholders and lead the business in larger projects with a web impact. Expectation to work with other Ageas Partnership brands to ensure best practice throughout.Ensure testing processes are scheduled and that all website and aggregator changes deliver 100% quality and expected functionality as standard. Monitor and respond to any issues or downtime and be able to quantify potential impact. Show less

  • UX & Online Performance Manager (previously Ecommerce Performance Manager)

    Jul 2015 - Jan 2018

  • Ecommerce Development Manager

    Feb 2013 - Jul 2015
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  SessionCam

  Jan 2018 - Nov 2021

  Senior Insight Consultant

  Responsible for providing expert analysis of our clients' websites, identifying UX, UI and CR struggles and making strong, suitable and effective recommendations for improvement.Analytical mindset is key, coupled with practical knowledge and experience of UX and CRO to ensure analysis delivers insight to a high standard which is ultimately of value to our clients.Work closely with Account Management to ensure analysis and insight is reflective of our clients' requirements and within the brief provided. Maintaining strong working relationships, both internally and externally, is vital. Analysis and completed work will be presented to senior management, both at SessionCam Ltd and at our clients. Expected this is done so confidently and with knowledge, maintaining a professional demeanor throughout.Responsible for delivering relevant and valuable coaching sessions to both new and existing Enterprise clients.Maintain a constant and ongoing dependable knowledge of the SessionCam console, working closely with internal developers with a view of pushing the console to enable it to deliver maximum value with minimal effort from our clients. Show less

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  Glassbox

  Nov 2021 - now

  Senior Global Usability & Optimisation Manager

  Responsible for providing expert analysis of our clients' websites, identifying UX, UI and CR struggles and making strong, suitable and effective recommendations for improvement.Analytical mindset is key, coupled with practical knowledge and experience of UX and CRO to ensure analysis delivers insight to a high standard which is ultimately of value to our clients.Work closely with Account Management to ensure analysis and insight is reflective of our clients' requirements and within the brief provided. Maintaining strong working relationships, both internally and externally, is vital. Analysis and completed work will be presented to senior management, both at Glassbox and at our clients. Expected this is done so confidently and with knowledge, maintaining a professional demeanor throughout.Responsible for delivering relevant and valuable coaching sessions to both new and existing Enterprise clients.Maintain a constant and ongoing dependable knowledge of the Glassbox console, working closely with internal developers with a view of pushing the console to enable it to deliver maximum value with minimal effort from our clients. Show less