Ryan Keller Email & Phone Number

Charlotte, North Carolina, United States

US Regional Retailer, Conversion Lead- Leading a transformational program overseeing our clients transition from TSYS to Fiserv card processing.- Responsible for strategy, planning and execution across 20 workstream teams managing activities from scope identification, requirements, design and development and test.- Strategize and execute IVR and digital.

Nashville, Tennessee

• Emphasized a culture of constant learning and testing to adapt and respond to a rapidly changing consumerenvironment within Auto and Health Insurance.
• Led merger and acquisition activity across all lines of business with a focus on digital services - mobile application, online self-service, and ecommerce.
• Responsible for direct to consumer E-commerce including end to end customer experience, site design, front end web development and web analytics
• Responsible for the marketing organizations vendor management activity including contract negotiation,resource management and managed services.
• Created and led the project management office for National General partnering with the IT and Retailorganizations to set standards and best practices.
• Led a team of program managers, business analysts, developers and testers to implement projects impacting our self-service and E-commerce environments.

Columbus, Ohio Area

• Vice President – SR IT Application DeliveryFormulated all Retail and Commercial credit card IT strategies focused on expanding Huntington’s credit card portfolio and improving online and mobile customer experience.
• Manage technology resource allocation across all projects and production support impacting both card programs.
• Manage Huntington’s credit card risk tolerance through implementation of risk and fraud controls.
• Collaborate with credit card Product Management group to manage vendor relationships that include TSYS Merchant Solutions, FirstData, Zoot Enterprises, BreakAway Loyalty, CA Technologies and Argus Information.
• Led Huntington Bank through a credit card conversion moving from TSYS to First Data starting in February 2016.
• Worked closely with executive management and the card product team to create and implement strategies positioning our retail banking and technology teams for a successful conversion.

• Manage multiple projects to ensure completion of projects is on time and within budget. Responsibilities are focused on the addition of new functionality and product enhancement for the Qwest online business to.
• Designed and delivered an industry recognized software application that realized increased productivity of 35% and savings of $3.1M.
• Led teams bringing together multiple business units with technical experts on projects with annual budgets as large as $25M and revenues as high as 200M.
• Designed new voice over internet protocol (VOIP) web based management application. Increased VOIP sales by 113% in the first year after delivery.
• Managed alternate media billing applications which focused on giving customers the ability to go paperless saving Qwest $1.8M dollars annually on paper, postage and other materials.
• Implemented an average of 4 projects a quarter while exceeding success rate measurements and criteria on 98% of the projects.

• Analyzed product additions to the Qwest business portal and forecast financial needs for those systems being developed.
• Assisted in the development and implementation of feature and functional enhancements impacting the Qwest business portal to address issues and opportunities as appropriate.
• Acted as liaison between Product Management and our IT channel partners to collaborate and develop business practices that were consistent with company objectives.
• Assisted in preparing operating budgets for Business Market Group based on: actual performance, previous budget figures, estimated revenue, expense forecasts and other factors.

• Managed a team of 15 to 20 network technicians that provided trouble support to the Qwest fiber network and the DMS-250 switch network.
• Performed extensive analysis on inbound call traffic and ticket volume.
• Lowered mean time to repair (MTTR) by 27% on all high severity tickets.
• Looked for new ways to effectively resolve customer repair needs and completed upfront trouble analysis.

• Resolved circuit and voice trouble tickets.
• Repaired T1 and T3 circuit issues through remote applications to meet service level agreements with customers billing $40,000 dollars a month or more.
• Worked on advanced troubleshooting team which analyzed recurring trouble issues.
• Provided upfront troubleshooting for inbound and outbound calls for customers reporting echo, static and other network voice issues.

• Received inbound consumer and business calls for billing issues.
• Made direct assignments to consumer billing issues.
• Provided support to sales teams and other internal business units to help win back customers.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Business Administration - Bba, Finance, General