Maria Mata Email and Phone Number
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🚀 Integration and Expertise in AI Implementation: I spearheaded the successful integration of ChatGPT within the knowledge team, strategically laying the foundation for its widespread adoption across the organization. As a subject matter expert, I provided invaluable guidance and support to colleagues and stakeholders during the implementation phase. 🔄 Process Optimization and Automation: To enhance efficiency, I developed and implemented prompt templates for the knowledge team, streamlining and automating processes in ChatGPT. Through meticulous User Acceptance Testing (UAT), I ensured optimal team usage performance for newly developed ChatGPT prompt templates. 🎓 Training and Development Leadership: Recognizing the pivotal role of knowledge transfer, I created a comprehensive training program on ChatGPT and successfully delivered training sessions to the knowledge team. Complementing this, I completed a certified management training course, elevating my managerial skills and knowledge. 👥 Empowering Leadership Development: I designed and executed a Service Delivery Manager training program, equipping 200+ managers with essential leadership capabilities. Additionally, I conducted a Team Lead training program for 400+ Team Leads, empowering them with the necessary skills to drive team performance and achieve organizational objectives. 🌐 Diversity and Learning Support Initiatives: Passionate about fostering diversity and learning, I established a bilingual mentoring program, incorporating workshops to enhance mentors' ability to support diverse learning capabilities. Collaborating with HR, I secured funding and obtained course approval for a comprehensive course outline, including project timelines, corporate emails, and surveys. 🚀 Open for Networking: Feel free to connect if you are interested in discussing knowledge management strategies, KCS methodologies, or exploring opportunities for collaboration in the dynamic field of IT service management.
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Customer Experience AdvocateStefanini North America And Apac Mar 2020 - Present
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Lead Customer Advocate | Cx & L&D SpecialistStefanini Brasil Oct 2022 - PresentSouthfield, Michigan, United States• Played a key role in developing and delivering governance reports, facilitating informed decision-making and performance evaluation. Played a pivotal role in the implementation of ChatGPT, collaborating with a team of experts to initiate the process.• Led the successful integration of ChatGPT within the knowledge team, strategically paving the way for its adoption throughout the organization.• Acted as a subject matter expert on ChatGPT, providing guidance and support to colleagues and stakeholders throughout the implementation phase. • Created prompt templates for the knowledge team, streamlining and automating processes in ChatGPT. • Conducted User Acceptance Testing (UAT) for newly developed ChatGPT Prompt Templates, ensuring optimal team usage performance. • Developed a comprehensive training program on ChatGPT and successfully delivered training sessions to the knowledge team. • Completed certified management training course, enhancing managerial skills and knowledge. • Developed a comprehensive Service Delivery Manager training program and successfully delivered it to 200+ managers, equipping them with essential leadership capabilities.• Designed and conducted a Team Lead training program for 400+ Team Leads, empowering them with the necessary skills to drive team performance and achieve organizational objectives. • Established a bilingual mentoring program, incorporating workshops to enhance mentors' ability to support diverse learning capabilities. • Developed a comprehensive course outline, including project timeline, corporate emails, and surveys. • Collaborating with HR to secure funding and obtain course approval. • Future plan to deliver the course to all bilingual employees within the NAM region, fostering professional growth and development opportunities. -
Customer Experience AdvocateStefanini Brasil Mar 2020 - PresentSouthfield, Michigan, United StatesAs the Customer Experience Advocate, my overall responsibility is to ensure client satisfaction with the services provided, and the relationship between client and IT Helpdesk staff. I also helped to launch the Service Desk by interviewing and hiring of both the Helpdesk Agents and the Helpdesk Leadership team. The project began with a group of 38 Helpdesk Agents and grew to 87 by the end of the first year. Ensured we met or exceeded all contractual SLAs. Managed the Incident Controller role making sure we had all the information to work tickets, and created new knowledge for gaps found. Managed the implementation of our Chat Bot offering by conducting daily meetings to ensure significant value was added to the client and individual users.• Launched the Helpdesk.• Interviewing Helpdesk Agents and Teams Leads.• Training of Helpdesk Agents• Training of Team Leads.• Grant necessary systems tools and access to all agents.• Conducted client governance meetings.• Performed quality checks of all tickets.• Led the project to implement a Chat Bot service offering.• Manage Incident Controller Role.• Help to develop and deliver governance reports.
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Team Lead ManagerStefanini Brasil Aug 2010 - Feb 2020Southfield, Michigan, United StatesManaged multiple customer projects and teams of IT Helpdesk and Deskside Technicians to provide end-user support for client’s global IT infrastructure. Led Problem Management for these projects by providing reporting and analytics to clients for the purpose of finding the root cause of issues and identifying trends. Allowing clients to develop strategies to become more proactive within their IT environment. Helped launch a new project called “Tech-on-Demand” by building out all aspects of the service offering which allowed the company to utilizing a third-party vendor for sourcing and hiring Deskside Technicians to work with our clients. Created the necessary process and knowledge documents on how to source, interview and dispatch these Deskside Technicians, ensuring all requirements from the clients were met. Maintained financial records for client billing and helped drive cost efficiencies for the company by managing labor costs.• Acted as Service Delivery Manager for decision making and customer governance meetings.• Developed new service “Tech-on-Demand.”• Created knowledge/process documents.• New and continuous training of Team Members• Facilitated Payment of On-Demand Technicians.• Conducted interviews for On-Demand Technicians.• Created billing documents for Client Projects.• Created billing documents for our Business Units.• Helped to launch new projects by developing or incorporating established best practices.• Served as On-Demand Technician first level Manager/Team Leader.• Team Lead of multiple Service Desk projects.• Served as the primary and escalation point of contact for clients.• Created Monthly and Weekly governance reports.• Managed projects for the client (asset refreshes, upgrades, new software implementation)• Created Training Manuals as needed.• Reviewed and implemented quality standards.
Maria Mata Skills
Maria Mata Education Details
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Baker College Of Allen ParkBusiness Administration And Management, General
Frequently Asked Questions about Maria Mata
What company does Maria Mata work for?
Maria Mata works for Stefanini North America And Apac
What is Maria Mata's role at the current company?
Maria Mata's current role is Lead Customer Advocate | CX & L&D Specialist.
What is Maria Mata's email address?
Maria Mata's email address is ma****@****ini.com
What schools did Maria Mata attend?
Maria Mata attended Baker College Of Allen Park.
What skills is Maria Mata known for?
Maria Mata has skills like Troubleshooting, Itil, Active Directory, Windows, Windows Server, Technical Support, Windows 7, Html, Quality Assurance, Employee Training, Windows Xp, Microsoft Office.
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