
Martin Hynst
Skills
Timeline
Professional experience for Martin Hynst
- 3 years and 1 month, Dec 2010 - Dec 2013
Process Specialist
T-Mobile Czech Republic
Design and implementation of new business processes for fix voice & ICT services. Identification of opportunities for improvements to business/IT processes and checks. Ensuring compliance with best practices and regulatory requirements. In-company communication of new processes and procedures. Consultancy aimed at IT development.
- 6 months, Mar 2009 - Aug 2009
Call centre traffic & operations specialist
Telefónica O2 Czech Republic
Planning, co-ordination and management of shifts for 4x call center of ~450 personnel. Analysing trends and upcoming marketing campaigns, presenting data and recommendations about shift planning and operator capacity to management to adequately cover each time frame. Setting and optimization for call routing & interactive voice response system (IVR) to shorten the customer wait time.
- 2 years and 1 month, Feb 2007 - Feb 2009
Team Leader
Telefonica O2 Czech Republic
Leading and mentoring team of 16 customer care representatives. Providing exceptional customer service. Training sale and care skills, developing and educating the team members. Monitoring and evaluation of the call quality, feedback management and coaching of team members. Hiring and onboarding new team members. Staff supervision, team management, resource management.
- 1 year, Feb 2006 - Jan 2007
Operatore Call Centre
Telefónica O2 Czech Republic
Major responsibilities: Providing quality customer service Providing customers with information about fixed lines, television, and internet products and services Interacting with customers, answering customer inquiries, and effectively handling customer complaints
Educational background for Martin Hynst
Civil Engineering
VSB –Technical University of Ostrava
Incomplete study
Languages
English
Fluent
German
Intermediate
Czech
First language
Slovak
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