Ryan Hinks Email & Phone Number

Chesterfield, Gb

London, United Kingdom

Finding and identifying emerging technologies and concepts that can help to drive the in-store technology strategy as well as influencing the business strategy overall.Management of key stakeholders in creating customer focused retail technology solutions that are cutting edge and market leading to drive customer engagement.Identification and management of technology suppliers for projects, ensuring clear returns on investment while ensuring performance metrics are met.Implementation and development of emerging and existing technologies within a retail and customer-facing environment, focusing on the development of interactive demonstrations and visual marketing technology.Provide assistance to the wider business where required providing technical input to deliver projects on time and within budget.Accountable for the technical design and supporting documentation for in-store customer-facing retail technology within the Currys estate as well as maintaining technology standards and defining guidelines.Responsible for revenue generation through the creation, design and implementation of robust in-store solutions, activated through enabling sales to brands and content providers to provide a commercial advantage.

- Identify and innovate new product types, processes and strategies by working closely with suppliers, partners and colleagues around the business.- Own, develop and support the continual refresh of services, processes and products, ensuring they remain relevant to current trends alongside the needs of the business.- Plan work and tasks via documented project plans and trackers, using Microsoft Project, coordinating and monitoring costs and individual tasks required to be completed by others in order to fulfil the project requirements. - Generate roadmaps and implement and run annual ideation sessions, integrating closely with the business strategy and supplier insight.- Generate detailed processes and value stream maps, both on paper and using Microsoft Visio, following a logical structured flow to plan out, construct and launch products, services and systems.- Visiting conferences and trade shows, meeting new potential suppliers to develop products and services.- Proficient in Lean Six Sigma to green belt level and project management principles.- Own and developed the Team Knowhow Cloud Storage product range. This includes the ongoing development of the complete user experience and customer journey focussed on driving activation, customer satisfaction and renewals. - Developed and now Product Manager for “Picture Perfect”, a high sales volume TV calibration Blu-ray and USB package.- Implemented the Cloud Storage support operation into the Knowhow contact centre in Sheffield, including the integration and development of a custom CRM system.- Developed, implemented and trained Knowhow product services into the Harrods Technology store in London.- Designed and launched the in-store pre-service questionnaire application. Designed to ensure a consistent experience for all services and is used in over 600 stores.- Developed and implemented a brand new in-store and online appointment booking and virtual queuing system into key stores.

- Develop a hardware diagnostics solution for the technical call centre to diagnose and resolve problems by following a detailed, logical question flow to an end result.- To generate fault reports, investigating returned and fault hardware to identify root cause before feeding back to commercial teams and suppliers.- To analyse trends and data to generate a detailed picture of returns reasons.- Document support FAQs and product information for users and support colleagues to mitigate returns where a soft fix is available.

- Evaluation of new products pre-sale to ensure their suitability for sale, to ensure performance standards are met and to ensure all legal documentation is provided and complete.- Development of products, in conjunction with the supplier, to raise the product to a minimum standard (as defined by me in conjunction with the buying teams) or to the level desired by the business in order to sell in store.- Where a product was declared unsuitable for sale, this was communicated via clear, concise yet comprehensive evaluation reports, indicating the available next steps and providing a clear path to resolution.- Acting as a technical consult for buying teams during range review, ensuring a better quality of product is sold within the business.- Building close links with suppliers, becoming involved in beta testing of further off products to ensure that when products arrive for evaluation they already have most of the targets met.

• Developing product documentation.• Writing technical articles and support documents.• Assisting with product packaging design.• Developing and improving communication links to the technical contact centre.

• 3rd level of technical support.• Supporting over 1000 technical call agents indirectly via more than thirty 2nd level staff.• Communicating product information.• Logging and statistical analysis of incoming issues.

• Supporting and managing, with coaching and training, of around twenty staff.• 2nd level technical support for the team.• Assisting the team leader with management tasks such as statistics and providing coverfor the team leader when required.

• Premium rate helpline call answering.• Supporting new team members where possible and if call demand allowed.• Required Microsoft Certified Professional certification to qualify.

• Answering customer support calls for hardware and software issues.• Booking engineer call outs.

Bsc (Honours), Computing And Design

I am currently working towards this degree.

Cobol Programming

City & Guilds COBOL qualifications including TPMS (Transaction Processing Management System) and ICL's VME operating system.

Btec First Diploma, Information Technology

Microsoft Certified Professional In Windows 95 Osr2