Robin Hayman's Email Addresses & Phone Numbers

Project Manager @ Based in the United States for 18 months working collaboratively with a Global retailer to implement a Workforce Management solution across multiple countries. As part of this work I have also been involved in design processes for Global interfaces that provide critical information to enable accurate schedule forecasting. In addition of being Project Manager...

Project Manager @ Based in the United States for 18 months working collaboratively with a Global retailer to implement a Workforce Management solution across multiple countries. As part of this work I have also been involved in design processes for Global interfaces that provide critical information to enable accurate schedule forecasting. In addition of being Project Manager for Brazil Argentina and Chile, I have also been responsible for Labour Demand and Global reporting solutions. From May 2013 to Present (2 years 6 months) united statesBoots IT Technical Analyst @ Managing all high severity incidents logged by the Healthcare desk, Owning escalations end to end, managing 3rd Parties and holding partners to account on agreed contractual Service Levels. Responsible for knowledge retention within Healthcare service desk Gatekeeper for new project activity entering service and affecting the healthcare space Process champion for call management system Retail Field communications link Summary of Role Achievements Involved in two major restructures of the IT service desk from a single call centre moving in to a tri team platform in order to strengthen the knowledge and reduce the resolution time for faults. Co-developed a robust knowledge management for 1st line analyst to support first time fix Produced and delivered training to groups and individuals covering new functionality within Boots Call management tool. Delivered process enhancements to close incidents more efficiently reducing the resolution time by 36 hours Supported the communication of change through retail director and divisional presentations Contributed to cost saving initiatives reducing the overall team expenditure by £80,000 by managing internal desk projects rather than out sourcing to Project managers and bringing external support in house. Reduced the amount of Escalations being reported by streamlining support process From April 2011 to May 2013 (2 years 2 months) NottinghamService Desk Team Lead @ Managing both 1st and 2nd Level IT analysts through HR, performance and development processes. Responsible for the transition of new 3rd party engineer providers in to the service desk Acting Desk Manager when the current desk manager was on leave for 6 months Actively manage delivery of KPI's including an average speed of answer of 30 seconds and ensuring we have 97% Availability on Retail hardware such as Tills. Summary of Role Achievements Recognised as one of the top Team leaders within the Service area due to my direct reports performance as a result of development plans and holding each member to account whilst creating a positive and supportive working environment. Acquired Service Star Award for working with London Office colleagues to improve service. Promoted to service desk Team lead and successfully gained promotion for 4 direct reports BVP/Albany systems training and knowledge champion From May 2008 to April 2011 (3 years) Manpower 1st Line Team coordinator IT Helpdesk @ Responsible for taking calls, managing team members and their lists First point of contact before escalating to a service leader Summary of Role Achievements Acquired Service Star award in October 2007 for Working as “One Team” throughout service. Promoted to 1st Line team coordinator in April 2007 From April 2007 to May 2007 (2 months) Food and Beverage supervisor @ Appointed duty manager at 19 years of age and awarded employee of the month in April 2004 and February 2006. From September 2003 to April 2007 (3 years 8 months) Retail Assistant @ From June 2002 to September 2005 (3 years 4 months) Booking Agent @ From November 2004 to March 2005 (5 months) Littleover Comunity school From 1997 to 2002 Derby College Robin Hayman is skilled in: Line Management, Escalations Management, Process Improvement, Cost Saving Initiatives, Recruiting, Presentations, Data Analysis, Microsoft Excel, Windows 7, Call Centers, Team Leadership, Leadership, Service Desk, Project Management, Management, Training, Team Building, Stakeholder Management, Business Process..., Team Management, Project Delivery, Project Planning, Customer Service, Service Delivery