Ryan Deakin Email & Phone Number

Coventry, England, United Kingdom

• Responsible for the management and relationship of customers worth over 450gWh• Influenced contract extension by significantly improving relationships with customers that highlighted service issues• Maintained relationships with many energy Third Party Intermediaries• Extensive knowledge of Flexible contracts and current product trends• Reliably manage the residual trade process from a service perspective ensuring sign off is fully completed with zero tolerance on any inaccurate billing• Exhibited driving performance in order to reduce customers 180+ debt bucket by over £130k• Influenced and chaired multiple customer meetings• Encouraged internal parties to attend customer meetings to explain complex available products and energy solutions• Transformed a failing AMR deployment programme into a successful project• Converted strained customer relations by successfully analysing and completing aged complex billing issues• Reported against KPIs including percentage of portfolio in query, query age, debt, unbilled, unreleased and RF• Prioritised and delegated workloads to ensure that tight deadlines are consistently met• Strived for improved operational effectiveness by successfully pitching the benefits of all npower's valuable supplier retention tools to customers• Demonstrated forward thinking by providing solutions to the evolving needs of our customers• Confidentially presented complex reports both internally and externally at all levels• Responsible for the accurate upkeep of Site lists and specific product information• Overseen the take on for new business by chairing virtual team meetings, tracking registration, ensuring customers are invoiced and cash is collected

Gained extensive experience dealing with the bespoke requirements of basket customers• Demonstrated accountability by logging tenders and managing the end to end process for new business producing quotes before deadlines• Prioritised queries with outstanding balances based on age and balance of debt in order to reduce bad debt and DSO figures• Kept our customers informed throughout every stage of their query in order to help deliver best in class service and manage their expectations• Collaborated with my strong network of internal contacts to aid the significant reduction of our figures for outstanding queries and unbilled• Regularly chaired customer teleconferences to fully discuss their end to end portfolio and requirements• Used influencing skills to turn debtors and consistent late payers into reliable customers• Highlighted issues over current operational processes where we were not getting it right for our customers, resulting in process modifications that positively influence our cost to serve and customer satisfaction• Forecasted potential risk and tracked our performance for customers by utilising available reporting data• Proactively liaised with our customers to ensure that our external RF targets are consistently met• Fully adhered to professional excellence in order to maintain respect of internal and external stakeholders• Treated customers with respect and understanding but carefully balanced my approach with assertiveness when attempting to collect outstanding cash

Kingswinford, England, United Kingdom

Organised training programmes for 150 office based staff, helping to progress over two thirds to the next stage of their development grade• Analysed complex formal testing scripts and briefed in a simplified form to groups of 30+ constantly gaining positive feedback and a good understanding from staff• Continually delivered one to one training to all levels of staff enabling targets of the 97% work quality regulation to be constantly met• Written and delivered a two day induction brief for all temporary new starters over a two year period, achieving a reduced staff turnover• Developed outdated letter based meter readings format into a digital, easy to use system including a step by step Local Working Practices guide, which fulfilled all auditing criteria• Composed and delivered training manuals and presentations for staff of all skill levels using various types of media and coaching techniques based on the diverse needs of staff

Kingswinford, England, United Kingdom

• Managed team of six staff conducting KPIs on a weekly basis for issues involving staff figures and performance data, dropping outstanding industry regulation electricity flows by 37 % in a six month period• Dealt with extremely sensitive issues regarding recurring staff sickness, communicated with staff and occupational health in a confidential and professional manner, achieved targets set in sickness action plans set by myself• Conducted interviews for temporary workers adhering to company values and requirements when making decisions

Tipton, England, United Kingdom

• Resolved customers queries regarding billing over the telephone, diffusing potentially difficult situations and retaining custom for the business• Formed good relationships with external electricity suppliers which led to getting priority service when requesting an urgent query and respect for consistently meeting tight deadlines• Adhered to data protection act with highly confidential customer details

Bilston, England, United Kingdom