| Full Name: | Jason Matthews |
|---|---|
| Gender: | Male |
| Date of Birth: | 08-Aug-1978 |
| Nationality: | British |
| Languages: | English |
| Location: | Bangkok, Thailand |
About Jason Matthews
I have 20+ years travel industry experience AND personal travel experience to 25+ countries for business and leisure. I understand what it means to be a traveler and be a travel customer! I previously worked for Sir Richard Branson for 17 years at his UK airline, Virgin Atlantic, a brand leader in service. I was responsible for creating and training contact centre courses around the world from humid Hong Kong to sunny USA and many many cities in-between. My diverse training expertise is in reservations, fares & ticketing, customer service, customer relations (winning customers back), compensations & gestures, Live chat & supervisor support (helpdesk functions).
From Bangkok, I’ve managed a reservations team and solely looked after the forecasting and rostering needs of a callcentre in Sydney and Athens.
My travel industry knowledge is vast and extensive and I’m looking forward to using my skills and expertise to work for you
Education
| Workforce Planning Manager & Projects Consultant | |
Excite Holidays • Bangkok | |
| Sep 2017 - Jan 2020 • 2 years 4 months | |
| The role was solely created for me by the company owners/directors, for me to learn, build and understand how to forecast and schedule for a global workforce. This involved extensive data analysis across several Google Sheet/Excel documents in order to forecast, roster (schedule), manage shrinkage. I was partially responsible for maintaining excellent SLA's and am proud to have produced results such as 95.4% of all calls answered within 5 minutes / 99.9% of all calls answered within 15 minutes /... 1 minute average wait time / 3.8% missed call rate (stats Jan 2019-Nov 2019). In my project capacity I used my callcentre experience to assist in all projects such as new telephony and omnichannel solution, re-design callboards, advise on company training, train the trainer, outsourcing bid to secure business, work with Managers for the yearly callcentre strategy & planning Read more | |
| Global Operations Team Leader | |
Excite Holidays • Bangkok | |
| To lead and manage the Bangkok section of the Global Callcentre (Other locations include Sydney and Athens).
Team Leading/Managing duties included driving performance, pushing staff to meet KPI's and hit service levels, coaching, training, carrying out 1-2-1's, reducing sickness and motivating staff and being at the forefront to create and maintain a good energy and atmosphere at all times.
Other customer-focused duties included handling escalations, reducing monetary losses, dealing with cust... omers directly such as travel suppliers, hotels and travel agents, resolving more complex issues escalated to Team Leader level Read more | |
| Global Contact Centre Training Officer | |
Virgin Atlantic • England | |
| Jan 2004 - May 2016 • 12 years 4 months | |
| I identified, designed, delivered and evaluated training courses for Virgin Atlantic.
Based in the UK I trained courses in the UK, USA, Ghana, Lagos (Nigeria), Johannesburg, Mumbai, Delhi, Dubai and Hong Kong as well as to all overseas delegates brought to the company HQ in England.
I specialised in contact centre (newhire, reservations, frequent flyer programme, Upper Class travel), customer service, customer relations (winning back customers & customer dispute handling), compensation & benef... its, ticketing, Live chat and supervisor help-desk duties. I also gained my qualification in training (Certificate in Training Practice) from the CIPD (one of the worlds oldest professional HR certification companies) Read more | |
| Ticketing Services Executive | |
Virgin Atlantic • England | |
| Mar 2000 - Jan 2004 • 3 years 10 months | |
| ▪ Assist in supervisory duties e.g. daily resource & task management & delegating work as appropriate
▪ Acting as a role model, coaching other staff members & providing ad hoc training
▪ (2001) Selected to work in Lagos, Nigeria assisting in the route set up
▪ Selected for my knowledge and flexibility to work on various projects e.g. AFS (automated ticketing system) and E-ticket strategy
▪ Issuing automated and hand written manual paper and e-tickets for all booking types
▪ Reis... sue and re validate tickets and use fares knowledge to construct fares ▪ Helpdesk for ticketing queries across all global Virgin Atlantic sites and airports ▪ Delivering exceptional service to handle external and internal ticketing requests or queries Read more | |
| Reservations - Agent | |
Virgin Atlantic • England | |
| Apr 1999 - Mar 2000 • 10 months | |
| ▪ Meeting set KPI’s and targets to book airline seats, car hire and insurance ▪ Trained to Virgin’s extremely high standard to promote and sell the Virgin Atlantic product / brand and deliver high level of customer service to Virgin’s standards ▪ Service existing bookings by way of re-quotes or adding ancillaries onto bookings ▪ Handling multitude of global queries, complaints, questions | |
