Matthew Keepfer Email & Phone Number

Manage and lead a team of 3 Field Account Managers on a day-to-day basis, whilst looking after V12's key national accounts within my own portfolio. The main responsibilities include, holding 121 monthly meetings to review performance and behaviours, which lead into their H1 & year end PMS review. Coaching and supporting where I have identified a skill gap and feedback findings to help that person overcome and progress within their role. Hold weekly meetings to keep engagement up and understand… Show more Manage and lead a team of 3 Field Account Managers on a day-to-day basis, whilst looking after V12's key national accounts within my own portfolio. The main responsibilities include, holding 121 monthly meetings to review performance and behaviours, which lead into their H1 & year end PMS review. Coaching and supporting where I have identified a skill gap and feedback findings to help that person overcome and progress within their role. Hold weekly meetings to keep engagement up and understand what is happening in the market, complete dip checks on work to ensure all is in order and aligned with FCA guidelines and what we require as a business to achieve our objectives. Approving annual leave, distribution of account portfolios and targeting, support in the recruitment process when looking for new talent to join the sales team and being the main point of contact to deliver important messages. Support in project work that takes place and sharing ideas to help the growth of V12 and ensure we stand out from our competitors within the industry. Maintaining great relationships with our retail partners to help us achieve our KPI’s. Show less

Manage a portfolio of retail accounts UK wide. These accounts vary in the sectors across the retail market including cycles, music, automotive, furniture and jewellery. They also vary in size of finance turnover ranging from accounts processing £500k up to accounts processing £10m annually. My aim is to ensure each retailer has all the relevant tools they need in place and understand how to process the finance and get the most out of offering it to their customers, to help develop and grow the… Show more Manage a portfolio of retail accounts UK wide. These accounts vary in the sectors across the retail market including cycles, music, automotive, furniture and jewellery. They also vary in size of finance turnover ranging from accounts processing £500k up to accounts processing £10m annually. My aim is to ensure each retailer has all the relevant tools they need in place and understand how to process the finance and get the most out of offering it to their customers, to help develop and grow the business for both sides of the relationship. I conduct performance review meetings to analyse performance and see if there is any room for improvement. These improvements range from amendments to the retailers web platform to enhance finance visibility and customer journey, ensuring they have the correct products available to offer and also look in-store POS. Relationship building forms a key part of my role ensuring we stay as close as possible, always being available when needed. I communicate with my retailers in multiple ways from site / branch visits, email, teleconference and Skype calls to ensure we have a wide range of contact across all avenues. My aim is to stand out above our competitors, demonstrate the reasons why the retailer is with us and highlight every benefit they have to their disposal. Show less

Working alongside the field account managers supporting them with their daily tasks, to get as much exposure to the world of field account management as possible. These tasks include analysing performance to create bespoke reporting, completing face-to-face training with our retail partners to ensure they are confident in our systems with the processing of applications to our back office functions, shadowing AM’s at their monthly performance reviews and rolling out any new initiatives that come… Show more Working alongside the field account managers supporting them with their daily tasks, to get as much exposure to the world of field account management as possible. These tasks include analysing performance to create bespoke reporting, completing face-to-face training with our retail partners to ensure they are confident in our systems with the processing of applications to our back office functions, shadowing AM’s at their monthly performance reviews and rolling out any new initiatives that come into the business that support our growth and exposure across the market, creating a supportive environment for my peers. I have been allocated my own portfolio of accounts to get more exposure in readiness to become the next field account manager. I have been able to manage this and integrate seamlessly using the experience I gained when office based as a central account manager but on a more personal level, being in front of our retailers rather than telephony based. Building strong working relationships with our retail partners and supporting them in the growth of their business achieving targets as agreed. Arrange regular site visits / meetings and keep in regular contact, identify any trends or areas of improvements within their business from a marketing perspective, product reviews to website management. Show less

Cardiff, United Kingdom

Manage a portfolio of central accounts by building strong working relationships with our retail partners and supporting them in the growth of their business achieving targets as agreed. Maintain regular contact via telephone and site visits on a weekly/monthly basis covering off performance, identify any trends or areas of improvements, website management, review product availability identifying the best options and also support any new staff/branches that require training on the V12 system… Show more Manage a portfolio of central accounts by building strong working relationships with our retail partners and supporting them in the growth of their business achieving targets as agreed. Maintain regular contact via telephone and site visits on a weekly/monthly basis covering off performance, identify any trends or areas of improvements, website management, review product availability identifying the best options and also support any new staff/branches that require training on the V12 system. Asses, identify and mitigate risk, ensuring compliance to applicable internal policies and external regulations and legislation (FCA, AML, Data Protection etc.) Liaise with a verity of departments including Complaints, Collections, Under Writing and Financial Crime to ensure I achieve the best possible outcome for both our customers and retailers who require our services. Show less

Cardiff, United Kingdom

I managed a team of customer service executives who dealt with both customer and retailer enquires, for any new or existing finance deals. This is via our online paperless processing system. I produced daily statistics to manage KPI’s and service levels to feed into lines of business. Scheduled planning for daily FTE requirements ensuring I have the correct number of staff at the most productive times. Liaised with Sales, Collections, Under Writing and Financial Crime departments to ensure we… Show more I managed a team of customer service executives who dealt with both customer and retailer enquires, for any new or existing finance deals. This is via our online paperless processing system. I produced daily statistics to manage KPI’s and service levels to feed into lines of business. Scheduled planning for daily FTE requirements ensuring I have the correct number of staff at the most productive times. Liaised with Sales, Collections, Under Writing and Financial Crime departments to ensure we achieve the best possible outcome for both our customers and retailers who require our services. Managed complaints effectively ensuring we meet FCA requirements and service level agreements. Quality assessments were taken place on a daily basis with my team to ensure our data protection and compliance is to a high standard, meeting the needs of our clients. I had regular 121 reviews to go over performance and behaviours, setting any action and development plans to get those individuals to the next level, supporting them in overcoming any obstacles they feel they have. I supported my senior manager with their daily workload and attend operational meetings to deliver business updates. Show less

Cardiff Gate

General running of Outbound department with a team of 30 heads and 2 team managers, sales and customer service coaching, risk checks & audits, 121's, Sickness reviews and RTW's, Analyse all types of MI, deal with HR cases including disciplinary, performance plans, contract changes, annual appraisals and ratings for pay increases, complaint handling, new hire recruitment, plan holidays / schedules for dialling hours, liaise with key stake holders and marketing for customer data packs. I… Show more General running of Outbound department with a team of 30 heads and 2 team managers, sales and customer service coaching, risk checks & audits, 121's, Sickness reviews and RTW's, Analyse all types of MI, deal with HR cases including disciplinary, performance plans, contract changes, annual appraisals and ratings for pay increases, complaint handling, new hire recruitment, plan holidays / schedules for dialling hours, liaise with key stake holders and marketing for customer data packs. I have also managed teams within the inbound sales department, inbound customer service department and the retentions team. I have been involved in a lot of changes within the bank and have a great understanding of the wider business. I did this by moving departments to increase my knowledge and to gain a better understanding of what we can do for our customers, these departments varied a lot from upgrading bank accounts, setting up new loans, processing balance transfers, amending interest rates, working with the collections team to help our customers who are in financial difficulty and providing a great service to maintain our relationships with our customers. I started on the phones myself at the beginning of my career with the bank and worked my way up the ladder, so I do understand the pressures of a consultant’s job and now as a team manager support that in every way I can. I originally started with HBOS (Halifax/Bank of Scotland) but they merged with Lloyds, so have experience in both heritages. Whilst with the bank I have completed my Senior Management Licence course via the Open University to evidence this. Show less

Cardiff Thornhill

Managing a team of 35 shoppers & 5 drivers, process shopping orders for customers, managing customer data and stock control, general customer service and stock replenishment, complaint handling, managing delivery times for drivers, scheduling shift. I was very hands on and liked to get involved with my team from collecting the customers shopping orders on the shop floor, calling customers to update them on any changes to shopping requests or delivery times, going out in the vans with the… Show more Managing a team of 35 shoppers & 5 drivers, process shopping orders for customers, managing customer data and stock control, general customer service and stock replenishment, complaint handling, managing delivery times for drivers, scheduling shift. I was very hands on and liked to get involved with my team from collecting the customers shopping orders on the shop floor, calling customers to update them on any changes to shopping requests or delivery times, going out in the vans with the delivery drivers and making sure this whole process ran smoothly. Whilst in the supermarket I was also a checkout supervisor where I was responsible for up to 50 members of staff. I had to make sure we had the best experience for our customers with as little wait as possible, this ranged from getting the support from other staff in different departments at times of need, making sure my team had the required breaks and lunches throughout the day and that we were at the front line to be there for our customers. I was also a stock controller which required me to check the whole stores stock list before the store opened at 8am, it was down to me to make sure that I processed the required amount of products to keep the shelves fully replenished, this was a very fast paced role and a lot of attention to detail required. Show less

Education record

Information Technology & Art Design

Gsce'S