Joel Trinidad Mattle

“Visionary, results-driven leader with extensive experience in managing high-volume, multi-site contact center operations, workforce management, and vendor relations. Proven expertise in CRM systems, KPI development, and performance analytics to drive operational efficiency, cost reduction, and customer satisfaction. Adept at leading remote and cross-functional teams, implementing process improvement initiatives (Lean/Six Sigma), and leveraging WFM tools to optimize staffing and service levels. Skilled in strategic planning, change management, and delivering scalable solutions aligned with business objectives.”

• Headed end-to-end vendor management call center operations across 10+ sites in 6 LATAM countries, ensuring high-quality service delivery for 20M+ Medicare and Medicaid members while driving process efficiencies.
• Team Leadership: Led a team of 20+ employees, resulting in a 20% reduction on handle time, 40% increase on customer satisfaction and a 25% reduction in attrition.
• Training and Development: Designed and implemented a training program that increased employee skill levels and reduced onboarding time by 20%.
• Utilized Analytics Tools to research, coach, and develop customer service advocates, resulting in increased quality performance, efficiency, and overall customer satisfaction.
• Improved Net Promoter Score (NPS) from 50’s to over 80 through best practice initiatives.
• Designed recognition programs that boosted employee morale and satisfaction, leading to a 22% increase in member satisfaction.
• Reduced operational inefficiencies across global vendors partnerships, saving millions annually.
• Successfully led business expansions into regions like the Philippines and India, scaling operational and enhancing service delivery.

United Healthcare
Vendor Manager/Government Operations Partner Manager, LATAM & Global Strategy,  2021 – Present
Led LATAM global strategy and expansion, managing BPO vendor operations across six countries for 20M+ Medicare, Medicaid, and Individual & Family Plan members.

• Cultivated relationships with multiple BPO vendors across multiple geographical regions, ensuring alignment with key performance metrics for Medicare, Medicaid, and Individual & Family health plans.
• Optimized workforce management (WFM) functions, including forecasting, capacity planning, scheduling, and intraday management, ensuring SLA compliance for a diverse global team.
• Led change management initiatives to enhance team productivity and operational efficiency.
• Managed and influenced C-level executives, Directors, and Senior Managers to formulate high-impact vendor performance strategies, fostering long-term partnerships and operational efficiency.
• Spearheaded process optimizations and KPI-driven performance improvements, achieving multimillion-dollar operational savings.

Travel by Joel

President,  2017 – Present

Oversee end-to-end business operations for a premier travel services company, driving strategic growth, customer engagement, and operational efficiency. Directed social media and digital marketing campaigns, boosting brand visibility and market reach.

• Led customer service excellence initiatives, enhancing client satisfaction and fostering repeat business.
• Developed and executed comprehensive trip and event planning strategies, ensuring seamless travel experiences.
• Oversaw financial management, accounting, and budget planning, ensuring business sustainability and profitability.
• Led strategic planning and execution to drive business growth and market expansion.
• Implemented cost-saving measures, reducing operational expenses by 10%.
• Led a team of 32 independent travel agents, fostering a collaborative and high-performance culture.
• Implemented training programs that increased employee productivity and sales.
• Developed marketing strategies that increased brand awareness and generated a 15% increase in sales.
• Leveraged data analytics to identify market trends and optimize business strategies.
• Navigated the company through industry disruptions, maintaining service levels and customer trust.
• Spearheaded the implementation and optimization of CRM systems to enhance customer engagement, streamline sales processes, and improve retention.
• Leveraged CRM analytics to identify customers trends, personalize marketing campaigns, and increase repeat bookings by 25%.

KiwiJu Event Planning

Event Coordinator,  2017 - Present

Event Coordinator with over eight years of experience in planning and executing a wide range of events. Proven ability to develop and implement effective marketing strategies, negotiate favorable contracts, and lead teams to ensure seamless event operations. Strong problem-solving skills and a track record of delivering successful events that meet client expectations and objectives.

• Planned and executed events, including birthdays, weddings, family reunions, corporate events, and group travel.
• Coordinated with vendors, venues, and service providers to ensure all event aspects were covered.
• Managed budgets ranging from $10,000 to $250,000, ensuring cost-effective solutions without compromising quality.
• Developed customized travel itineraries and event schedules for clients, ensuring all logistics were seamlessly handled.
• Negotiated contracts with vendors and service providers, securing favorable terms and conditions.
• Provided exceptional customer service, resulting in a 95% client satisfaction rate and repeat business.
• Organized and managed events for groups of 25 to 350 attendees.
• Collaborated with clients to understand their vision and requirements, delivering tailored event solutions.
• Oversaw event setup, execution, and teardown, ensuring all details were meticulously handled.
• Managed travel arrangements (through my agency Travel by Joel) for attendees, including flights, accommodations, and transportation.
• Implemented marketing strategies to promote events, resulting in increased attendance and client engagement.
• Addressed and resolved any issues or challenges that arose during events, ensuring smooth execution.
• Implemented contingency plans to handle unexpected situations effectively.
• Conducted post-event evaluations to assess success and identify areas for improvement.
• Prepared detailed reports on event outcomes, including attendee feedback and financial performance.

The Avon Company

Independent Avon Beauty Consultant,  2000 - Present · 

• Built and managed a customer base through personalized consultations and product recommendations, fostering long-term client relationships.
• Strategically marketed Avon’s beauty, skincare, and wellness products through in-person and digital sales channels.
• Organized promotional events and social media campaigns to boost product visibility, resulting in increased customer engagement and acquisition.
• Managed inventory, order processing, and financial transactions to ensure smooth operations and customer satisfaction.
• Delivered expert advice on beauty trends, techniques, and products, enhancing customer confidence and loyalty.

United Healthcare
Sr. Service Account Manager/Government Operations Partner Management, LATAM & Global Strategy,  2015 - 2021

• Managed vendors call center operations across several geographical regions, overseeing 2,000+ advocates to enhance operational efficiency and service excellence.
• Nurtured strong partnerships with five key vendors, fostering collaboration, issue resolution, and long-term business success.
• Enhanced workforce performance through trends analysis, risk mitigation, and process enhancements.
• Collaborated with IT to optimized workforce management platforms, improving scheduling and capacity planning.

United Healthcare
Customer Service Supervisor/Manager   2010 - 2015

• Headed call center operations, acting as a liaison between clients, executives, and frontline staff to enhance service quality and operational efficiency.
• Led performance management initiatives, training programs, and quality assurance strategies to drive customer satisfaction and compliance with Medicare and Medicaid policies.
• Mentored team of 25 direct reports, overseeing productivity, coaching, and development to meet performance targets.
• Optimized call center efficiency and service levels by conducting quality checks and implementing strategic improvements.
• Orchestrated hiring, onboarding, and training of 100+ customer service representatives, developing and facilitating corporate training programs on Medicare insurance products and soft skills.

United Healthcare

Sr. Client Advocate,   2008 - 2010 

• As a Client Advocate, I took the lead in resolving complex issues, improving processes, and delivering top-tier support to enhance customer satisfaction and operational performance.
• Conducted in-depth investigations into claim discrepancies and service concerns, collaborating with Account Executives to resolve issues efficiently.
• Delivered engaging presentations on transaction systems and customer care platforms, equipping teams with the knowledge to optimize service delivery.
• Mentored new hires, providing hands-on guidance and best practices to accelerate their learning curve and improve team performance.

Bag N Baggage

Assistant Manager,   2006 - 2008

• Managed retail store operations in two locations, driving $1.5M - $2M in annual sales through exceptional customer service and sales techniques.
• Oversaw cash control, inventory management, and loss prevention to ensure smooth operations and profitability.
• Conducted monthly meetings and presentations on sales strategies to motivate and educate team members.
• Supervised and developed a team of 10–15 associates, fostering a high-performance culture through coaching, feedback, and recognition.
• Implemented visual merchandising strategies that increased foot traffic and improved product visibility, contributing to a 12% sales lift.
• Analyzed sales trends and KPIs to identify opportunities for growth and operational improvements.
• Partnered with corporate and district leadership to execute promotional campaigns and seasonal rollouts.
• Resolved escalated customer issues with professionalism and empathy, maintaining a customer satisfaction rating above 90%.
• Trained new hires on company policies, POS systems, and customer service standards, reducing onboarding time by 25%.
• Maintained compliance with health, safety, and labor regulations, ensuring audit readiness at all times.
• Led daily opening and closing procedures, including cash reconciliation, deposit preparation, and shift handovers.

Travelers Insurance

Lead Inquiry Team,   2003 - 2007

• Managed claims reporting for auto, home, Property, Liability, and Workers Comp at Travelers in Orlando, Florida.
• Assisted medical providers with authorizations and billing inquiries, supporting legal counsel with claims questions.
• Led special projects to motivate team members, exceeding productivity, quality, and adherence goals.
• Managed claims reporting for auto, home, Property, Liability, and Workers Comp at Travelers in Orlando, Florida.
• Assisted medical providers with authorizations and billing inquiries, supporting legal counsel with claims questions.
• Led special projects to motivate team members, exceeding productivity, quality, and adherence goals.

London Fog

Assistant Manager,   2003 - 2006

• Managed retail store operations, overseeing cash control, inventory control, and loss prevention to drive $2M - $2.5M in annual sales.
• Conducted quarterly meetings, interviews, and handled HR issues for two stores, exceeding all sales goals and objectives.
• Named Sales agent of the month and sales agent of the year for 2 consecutive years.
• Trained and mentored sales associates on product knowledge, customer engagement, and upselling techniques, resulting in a 15% increase in average transaction value.
• Maintained high visual merchandising standards in alignment with brand guidelines, enhancing customer experience and driving seasonal product sell-through.
• Collaborated with district and regional managers to implement marketing initiatives and in-store promotions, contributing to consistent overachievement of sales targets.
• Monitored and analyzed daily sales reports to identify trends and adjust floor strategies in real time.
• Ensured compliance with company policies and procedures, including safety protocols and loss prevention measures, reducing shrink by 10% year-over-year.
• Built strong client relationships through personalized service and follow-ups, contributing to a 25% increase in repeat customer visits.
• Played a key role in new store openings and seasonal floor resets, coordinating logistics and team execution under tight deadlines.

US Airways

Reservation,   2000 - 2002

• Assisted customers with flight bookings, schedule changes, and special requests, maintaining a 95%+ customer satisfaction rating.
• Utilized airline reservation systems (Sabre) to manage bookings, issue tickets, and process refunds or exchanges.
• Handled high call volumes in a fast-paced environment while maintaining accuracy and professionalism.
• Resolved customer concerns regarding delays, cancellations, and rebookings with empathy and efficiency.
• Collaborated with airport and operations teams to ensure seamless travel experiences for passengers.
• Adhered to airline policies and FAA regulations while processing reservations and customer data.
• Promoted upgrades, travel insurance, and ancillary services, contributing to a 10% increase in revenue per booking.
• Trained new team members on reservation systems, customer service protocols, and conflict resolution techniques.

Precision Response Corporation

Workforce Supervisor,   1996 -  2000

• Supervised real-time workforce operations for a call center of 250+ agents, ensuring optimal staffing levels and adherence to service level agreements (SLAs).
• Monitored intraday performance metrics (AHT, ASA, occupancy, shrinkage) and made real-time adjustments to schedules and queues to maintain efficiency.
• Collaborated with operations and training teams to forecast call volumes and develop accurate staffing models.
• Led daily staffing meetings and provided actionable insights to leadership based on performance trends and historical data.
• Developed and maintained agent schedules, time-off requests, and shift bids using workforce management tools.
• Identified and escalated service-impacting issues, coordinating with IT and operations to minimize downtime.
• Trained and mentored junior workforce analysts, fostering a culture of continuous improvement and data-driven decision-making.
• Created and distributed daily, weekly, and monthly performance reports to stakeholders, highlighting key trends and recommendations.

Walt Disney World

Customer Service,   1994 - 1996

• Delivered exceptional guest service in a high-volume, fast-paced environment, consistently upholding Disney’s standards of courtesy, efficiency, and show.
• Operated point-of-sale (POS) systems to process cash, credit, and mobile payments accurately and efficiently.
• Maintained cleanliness and organization of food service areas in compliance with health and safety regulations.
• Prepared and served food and beverages while ensuring quality, portion control, and presentation aligned with Disney brand expectations.
• Resolved guest concerns with professionalism and empathy, contributing to a positive and memorable park experience.
• Collaborated with team members to manage peak periods and special events, ensuring smooth operations and minimal wait times.
• Participated in daily pre-shift meetings and ongoing training to stay informed on menu updates, promotions, and safety protocols.
• Recognized by leadership for consistently exceeding guest satisfaction metrics and upholding the “Disney Difference.”

• Professional Certificate: Exercising Leadership
  Harvard University Online Certificate ID: 15d44c2e07f645ae915d9600dd27da9d
• Professional Certificate: Azure Open AI: Generative AI Models
  Microsoft Certificate ID: 8c90fa67bc702e7d09f1e280348f10c21209aec2dbd0ae96afe4ac7ffc4e2f16
• Professional Certificate: Resilient Leadership
  Harvard University Online
• Professional Certificate: Process Improvement Foundations
  National Association of State Boards of Accountancy (NASBA) Certificate ID: a120cb0dd5881b990d1f71fbd33503176a0a94132bcc0f1029f2cc44a16c7915 Project Management Institute (PMI) Certificate ID: 20fdcd0776704668f1ddfe339b0f0082ba0665d724e5fd756196988257fe994b

                                              Volunteer Activities 

Feeding South Florida                                          Second Harvest Food Bank of Central Florida

CENTAUR                                                              Second Harvest Heartland, MN

Orlando Health                                                     Florida Aids Walk & Music Festival

Give Kids the World                                             Miracle of Love

Alzheimer's Association                                      Gift for Seniors, MN

• Cantu Wedding | Attendees: 350 | Houston, TX | March 2018
• Corporate Meeting | Attendees: 45 | Doral, FL | February 2018
• Non-Profit Silent Auction | Attendees: 425 | Orlando, FL | June 2018
• Corporate Summit | Attendees: 98 | Twin Cities, MN | August 2018
• Corporate Meeting | Attendees: 53 | Kendall, FL | February 2019
• Blackwell Family Reunion Cruise | Attendees: 85 | Jacksonville, FL | May 2019
• Non-Profit Silent Auction | Attendees: 300 | Orlando, FL | June 2019
• Corporate Summit | Attendees: 105 | Twin Cities, MN | July 2019
• K's Birthday Party | Attendees: 70 | Pasadena, TX | July 2020
• Non-Profit Virtual Silent Auction | Attendees: 505 | Orlando, FL | June 2020
• K's Birthday Party | Attendees: 70 | Pasadena, TX | July 2021
• Non-Profit Virtual Silent Auction | Attendees: 470 | Orlando, FL | June 2021
• K's Birthday Party | Attendees: 70 | Pasadena, TX | July 2022
• Non-Profit Virtual Silent Auction | Attendees: 560 | Orlando, FL | June 2022
• Corporate Meeting | Attendees: 38 | Miami, FL | February 2023
• Non-Profit Virtual Silent Auction | Attendees: 495 | Orlando, FL | June 2023
• K's Birthday Party | Attendees: 70 | Pasadena, TX | July 2023
• Corporate Summit | Attendees: 115 | Minneapolis, MN | July 2023
• Corporate Meeting | Attendees: 65 | Fort Lauderdale, FL | February 2024
• Non-Profit Virtual Silent Auction | Attendees: 600 | Orlando, FL | June 2024
• Corporate Summit | Attendees: 115 | Minneapolis, MN | July 2024
• T's Birthday Party | Attendees: 45 | Pasadena, TX | February 2024
• K's Birthday Party | Attendees: 70 | Pasadena, TX | July 2024
• T's Birthday Party | Attendees: 45 | Pasadena, TX | February 2025
• Corporate Meeting | Attendees: 65 | Orlando, FL | March 2025
• Corporate Summit | Attendees: 125 | Minneapolis, MN | July 2025