Martin Hynst

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.

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.

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.

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

Incomplete study