Jan Mata Email and Phone Number

Recognized as one of the top specialist for March 2023Achieved the same metrics as the tenured specialist in the department in 3 months Consistently exceeding metric requirementsProviding quality responses to subscription inquiriesMaking changes to subscription packagesComputing pro-rated invoices for upgrades and feature add-onsAssisted in the revision of internal Guru card for department processAssisted in training of new hires

Created a new process for Hospitality Specialist and Advanced Technical SupportOngoing training in basic SalesForce Administration and ReportingOngoing training for Zendesk AdministratorAssisted in the historical terminal auditAssisted in tallying new terminal ordersAssisted for the Airbnb Q3 2021 CampaignCo-creator and developed the Marketing Strategy for the Airbnb Q4 2021 CampaignCreated Marketing Materials for the Q4 Airbnb Campaign

Cloudbeds’ mission is to power every property in the world with our hospitality management platform. We empower independent hoteliers and hosts to grow revenue, streamline operations, and deliver a memorable guest experience. CUSTOMER COACH HIGHLIGHTS:Providing quality responses to customer concernsResolving confusing issues over Zoom/DialpadDiscovering bugs and issues with the system to escalate to the DEV teamCOVID-19 TASK FORCE HIGHLIGHTS:Review year on year property revenueAssess the percentage of Payment Relief(discount) that can be given to a property Researching country-specific restrictions to serve as guides when extending Relief Reaching out to properties offering the Payment Relief to those who have requested it CUSTOMER CARE HIGHLIGHTS:Customer engagement through guided system enhancementsAnalyze and evaluate customer’s system configurationsSuggest configurations to efficiently and effectively manage the propertySuggest enhancements and configurations increase revenue potentialAssisted in compiling improvement data for properties that signed up for the program Suggested improvements in sheets and processes used by the teamRETENTION TASK FORCEHIGHLIGHTS:Customer engagement through phone and emailObtaining feedback on the system during exit interview callsGathering information about the property’s condition during the pandemic Extend Payment Relief to struggling properties due to the pandemic Assisting customers with subscription adjustments to meet their needs Coordinating subscription efforts across multiple departmentsApplying learned information to the improvement of processes and guides

HIGHLIGHTS:Training new recruits on product knowledge and sales processes Recruitment of agents
In focus groups to create new material to be sent to clients Conducted Financial Planning seminars
Created presentation materials for financial planning per company Joined expos to maximize exposure and create opportunities

HIGHLIGHTS:Multi-tasking between different dealership concerns
Daily reporting of numbers and issues encountered
Documentation of issues for improvement of operations
Improvement of operations processes from my reporting and suggestions Implementation of quality assurance processes from my reporting Meeting and exceeding monthly performance metricsShortlist for Team Lead postShortlist for Quality Assurance post

COMMISSARY MANAGER - EMPEROR FOOD FRANCHISE INC, CHINAHIGHLIGHTS:Ensured Proper Food Safety and Handling
Enforced and Implemented Proper Kitchen uniform for StaffCreated a Commissary Inventory System
Created a Job Order System to Record, Track and Organize Commissary Orders Created Inventory Sheets and Purchasing Order FormPASTRY AND CULINARY CONSULTANT - EMPEROR FOOD FRANCHISE INCHIGHLIGHTS:Formulated Bread Recipes to replace outsourced bread Refined Existing Recipes
 Made different kinds of CheesecakesMade layered cakes
Made laminated pastries
Visited Store Branches to test out food products from the commissary Trained staff to make bread, cakes, frostings
Reviewed, updated, and Standardised Food Recipes