Rich Mathews Email & Phone Number

Clermont, Fl, Us

Orlando, Florida, United States

HR Specialist / Payroll. I am currently focusing on payroll and HR but am transitioning into Recruiting. I will assume a full time role as Recruiter, December 2024.

Windermere, Florida, United States

Worked directly with academia alumni travel departments arranging continuing education travel experiences for alumni and family. Clients included (but not limited to) Wellesley, Duke, Stanford, UCLA, Cal Berkley, Cornell, Washington & Lee.

Lake Buena Vista, Florida, United States

As the Business Systems Manager, my role was the Product Owner for the Disney Magical Express applications and to leverage technology and keep competitive advantage requiring collaboration and interaction with additional Technology support groups, external vendors and developers to ensure delivery of quality system products. I would act as moderator and translator between the users and the development team. I served as the lead contact for the development team on applications enhancements, re-builds, design, requirements, testing and launch validation. I managed, audited, and evaluated all technology incidents produced by the business, along with following up to ensure that technology tickets have been resolved in a timely manner, including service interruptions and planned maintenance. I also managed the DME I.T. technical backlog including building stories, providing UAC for each story, prioritization, and UAC.I re-wrote the technical documentations (including illustrations) for the DME Handheld bar code scanner for use by the I.T. help desk. This allowed for a more accurate and efficient trouble shooting process.My favorite success was integrating the DME technical studio (on shore and off shore) with the business and some business users making us one team. I accomplished this by removing verbiage and using verbiage like client and customer in every scrum call until it became habit. I was able to obtain an office in the WDW technology building allowing our technical team face to face and immediate access for questions, answers, test validations, and story authorization. I also made myself available to our off shore team by making time in the evening for them to speak with me via email, chat, or video conference.

Orlando, Florida

Lake Buena Vista, Florida, United States

I was fortunate and blessed to be part of the opening team of Disney Magical Express. Turning the project Destination Disney into the reality of Disney Magical Express, was no small feat and was worth every minute.As an Airport Operations Manger, my focus was on the logistics and operation of the luggage delivery process. That included plane side/ramp operations, luggage delivery to the Disney Sorting Facility, sorting, loading, and tracking luggage to the resort destinations. Along with managing an operation of both WDW cast members and third party vendors, I also worked directly with the airport authority (GOAA), all airline ramp supervisors and airline management to ensure problem resolution and the smooth separation and flow of luggage from the airlines to our drop points and to ensure all airport and ramp safety requirements were met.Other responsibilities included:Labor/scheduling.Technical support and trouble shooting.Facilitating meetings with third party management, airline management, and Disney Resort Management.Maintaining equipment contracts.WDW personnel management.

Lake Buena Vista, Florida, United States

As the Concierge Manager, I was able to strengthen cross operational knowledge by creating and overseeing a global resorts and DRC communication forum. Some of my successes include:Increased Itinerary Planning Office efficiency, delivering measurable improvements to service levels and slashing the call backlog 72%.Implemented continuous process improvement initiatives, tracking initial results through CIMS to measure, map and plan next step in process improvement.Hand-picked to serve as interviewing manager at DRC for hiring new reservation agents.Increased service levels within first six months, earning a substantial increase in guest letters and comments.

Lake Buena Vista, Florida, United States

This was a temporary assignment and took fast pace to an entirely different level. I directly managed a team of 40 and an operational team of 1400+. In the 13 months I was at DRC, I was able to:Successfully raise productivity by 21% with mentored agents.I was one of four floor operations team managers for DRC Orlando.Initiated cross communication to decrease information gaps between the resorts and DRC. Most importantly, travel insurance policies and what they covered. As Resort Managers learned where at what to look for on reservations, compensation conversations became a little less stressful for resort leaders and allowed for a decrease on the guest inconvenience budget.I became the point person for many of the resorts front desk managers.I led the 4th highest producing team of new cast members.I researched an up sell program involving the Disney Dining Experience to increase incremental revenue.

Lake Buena Vista, Florida, United States

My other roles within the Walt Disney World Resorts were:Disney’s Yacht and Beach Club Resort, Bell Services/Front Desk ManagerDisney’s Wilderness Lodge Resort, Bell Services ManagerDisney Cruise Line Task Force Opening Team. Disney Wonder, Ground Services Manager:Disney’s Contemporary Resort, Concierge ManagerDisney’s Contemporary Resort, Bell Services ManagerDisney’s Port Orleans Riverside Resort Walt Disney World Attraction Sales Pleasure Island Some of my successes include:Organized and chaired our Walt Disney Resorts Global Bell Services Team.Initiated “Back to the Basics” program resulting in increased guest services ratings and surpassing set goals.Organized and chaired the monthly global concierge meetings that yielded outstanding awareness and results.Successfully cut other expenses including Transportation Services 40.5%, Office supplies 88.9%, Operating supplies (special) 41.7% and Publicity/Promotion 24.4% without compromising guest service.Saved $31,000 in Club level food and beverage costs; year to current date. (98 vs. 99)Tasked to help identify and work out challenges in the DCL luggage delivery process from Orlando International Airport to our resorts. Tasked to identify glitches in the Antares bag tracking scanner, baggage tracking software and software communication process for the Disney Cruise Line.Raised guest ratings from second to last place to a consecutive second place.Sold, booked and serviced two Stoli Vodka group meeting/seminars. Coordinated F/B service for these meetings.Helped draw operational plans for new concierge operation. Luggage technology