Jatin Bholanath Matta
Gurugram
Summary
Dynamic and results-driven Senior Product & Soft Skills Trainer with over 5 years of experience in the tech industry. Specializes in training new hires on product knowledge (Google Business Profile, Google Play, Google One) and developing soft skills such as communication, business writing, and customer service. Proven track record of driving employee performance, improving operational efficiency, and achieving high customer satisfaction (CSAT) through engaging training programs. Strong leadership and mentoring skills with a commitment to continuous improvement.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr. Product and Soft Skills Trainer
Cognizant Technology Solutions India Pvt. Ltd.
Gurugram
10.2019 - Current
- Provide comprehensive training for new hires on Google Business Profile, Google Play, and Google One products, with a focus on effective communication, business writing, and chat/call handling.
- Successfully promoted to Senior Trainer in September 2022; currently working as Acting Training Team Leader, mentoring junior trainers and ensuring continuous improvement in their sessions.
- Led the BQ (Bottom Quartile) Management Project, driving improvements in CSAT and productivity by identifying training gaps and implementing targeted solutions.
- Coordinate on-the-job training (nesting) to ensure smooth transitions for new joiners, achieving high FPY (First Pass Yield) and throughput results.
- A key member of the hiring panel for Google Business Profile, Google Pay, Google Play, and Google One projects, having interviewed over 1,100 candidates since August 2023.
Customer Experience Expert
Airbnb
Gurugram
11.2018 - 07.2019
- Managed global customer experience for Airbnb guests and hosts, focusing on resolving escalations and ensuring satisfaction through proactive issue resolution and feedback collection.
- Part of a pilot team (R2) focused on managing guest/host escalations and improving customer satisfaction scores via surveys.
Personal Banker – Digital Banking
Barclays Shared Services
Noida
07.2017 - 05.2018
- Delivered personalized banking services to premier clients via phone and email, assisting with their current and credit card account needs.
- Provided expert guidance on digital banking services, building strong client relationships and achieving high satisfaction levels.
Restaurant Manager
Sushi Central Restaurants LLC – UAE
Abu Dhabi/ Dubai
10.2016 - 03.2017
- Managed operations and staff training for multiple fine-dining restaurant locations in Abu Dhabi and Dubai.
- Led recruitment, staff development, and sales growth initiatives, ensuring high customer satisfaction and performance standards.
Sales Executive
Marina Home Interiors LLC – UAE
Dubai/Abu Dhabi
07.2015 - 10.2016
- Managed luxury home decor sales for VIP and royal clients across high-end UAE locations, including The Dubai Mall and Mall of the Emirates.
- Delivered exceptional customer service, enhancing brand reputation and driving sales growth.
Process Advisor
Barclays Shared Services
Noida
08.2011 - 07.2015
- Provided premium banking customer service to high-net-worth clients through phone and email, addressing account inquiries, resolving issues, and ensuring client satisfaction.
- Served as the team Single Point of Contact (SPOC) for quality calibrations, ensuring adherence to service standards and facilitating continuous improvement in customer service delivery.
Education
Master of Arts - English Literature
IGNOU
New Delhi, India09-2033
Bachelor of Arts - Tourism
IGNOU
New Delhi, India09-2015
Skills
- Product Training & Development
- Soft Skills & Professional Communication
- Team Leadership & Mentorship
- Employee Onboarding & Engagement
- Performance Improvement & Quality Audits
- Customer Service Excellence
- Training Needs Analysis & Curriculum Design
- Hiring & Talent Acquisition
- Client Relationship Management
- Business Communication (Email, Chat, Call Handling)
- Process Improvement & BQ (Bottom Quartile) Management
- Adaptability & Problem Solving
Accomplishments
Dubai Service Excellence Award (DSES) 2016 – Recognized for delivering exceptional customer service in the luxury home decor category by H.E. Same Al Qamzi, Director General of the Department of Economic Development, and H.E. Dr. Aisa Bint Bishr, Director General of Smart Dubai, UAE.
Certification
- FACET Intermediate – Cognizant, Gurugram, Haryana, India (Sep 2023 – Oct 2023)
- Public Speaking Training & Facilitator Certification – Cognizant, Gurugram, Haryana, India (Jul 2023)
- Certificate in Hotel and Catering Management – New Delhi YMCA, India (Mar 2007 – Apr 2008)
Languages
Hindi
First Language
Hindi
Advanced (C1)
C1
English
Advanced (C1)
C1
Punjabi
Upper Intermediate (B2)
B2
Japanese
Beginner (A1)
A1
Additional Information
- Extensive experience in hiring, training, and leading high-performing teams in a fast-paced, customer-centric environment.
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceFlexible work hoursCareer advancementPaid time offPaid sick leave4-day work weekTeam Building / Company RetreatsTimeline
Sr. Product and Soft Skills Trainer
Cognizant Technology Solutions India Pvt. Ltd.
10.2019 - Current
Customer Experience Expert
Airbnb
11.2018 - 07.2019
Personal Banker – Digital Banking
Barclays Shared Services
07.2017 - 05.2018
Restaurant Manager
Sushi Central Restaurants LLC – UAE
10.2016 - 03.2017
Sales Executive
Marina Home Interiors LLC – UAE
07.2015 - 10.2016
Process Advisor
Barclays Shared Services
08.2011 - 07.2015
- FACET Intermediate – Cognizant, Gurugram, Haryana, India (Sep 2023 – Oct 2023)
- Public Speaking Training & Facilitator Certification – Cognizant, Gurugram, Haryana, India (Jul 2023)
- Certificate in Hotel and Catering Management – New Delhi YMCA, India (Mar 2007 – Apr 2008)
Master of Arts - English Literature
IGNOU
Bachelor of Arts - Tourism
IGNOU
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