Martin Hynst

Bis 2016, Expert in Store Design & Customer Experience, Deutsche Telekom AG

Bonn, Germany

Skills

International Project Management
Process Improvements
Store Interior Design & Concept Development
Process Design
Process Optimization
Project Coordination
Implementation Excellence
Design Thinking
User Experience Design
Customer Experience
Customer Experience Design
Customer Journeys Tracking
Shop Design
Shop construction
Space Planning - Commercial spaces
Product & Service presentation - Digital Marketing
Digital Marketing
Expert Consultancy
Operational Planning
Strategic Planning
Communication
Facility Management
Product Development
Team leadership
Resource Management
MS Office
ARIS
MS VISIO
Siebel
Siebel CRM
Microsoft Excel
Microsoft Power Point

Timeline

Professional experience for Martin Hynst

  • 3 years, Jan 2014 - Dec 2016

    Expert in Store Design & Customer Experience

    Deutsche Telekom AG
  • 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

    -

Interests

Photography
Via ferrata
Hiking

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