Isabel Matias
Manager of Customer Experience & People Resources @GryphTech
Signup · Get unlimited contacts
WORK HISTORY
Manager of Customer Experience & People Resources @GryphTech
2595 Skymark Ave. Suite 206 Mississauga, ON, CA
Customer Experience Leadership• Lead Customer Service team supporting global platform users.• Drive company culture, engagement, and behavioral standards through hiring, onboarding, and people development initiatives, Leading teams supporting 50+ employees• Designed and implemented standardized procedures that improved internal collaboration and overall client experience.• Prepare and analyze KPI and support performance reports to ensure SLA compliance and continuous improvement.People Resources / HR Leadership• Oversee full-cycle HR operations including recruitment, employee relations, performance management, benefits administration, and compliance.• Assist with recruitment strategies; managed job postings, interviews, and hiring decisions.• Led onboarding and orientation programs ensuring a seamless new-hire experience.• Provide guidance on performance reviews, improvement plans, and conflict resolution.• Administer employee benefits programs (health, retirement, leave).• Maintain accurate employee records and leverage HR systems to streamline processes.• Founded and chaired Social Committee and Health & Safety Committee, fostering engagement and compliance.• Promote a positive, inclusive, and high-performance workplace culture across the organization.
EDUCATION
Mohawk College
Travel and Tourism, Hospitality and Business conduct Geography and Tourism studies
ABOUT ISABEL MATIAS
People Operations & Customer Experience Leader with 15+ years of experience building strong cultures, engaged teams, and exceptional service outcomes across SaaS, hospitality, and global service environments.I specialize in aligning people, process, and performance to create workplaces where employees thrive and customers feel the difference. My background spans full-cycle People Operations (recruitment, onboarding, employee relations, performance management, benefits, compliance) and Customer Experience leadership. I’ve led teams in globally recognized brands like Disney Cruise Line and Delta Hotels, where service excellence, operational discipline, and leadership under pressure are essential.Known for being a calm, people-first leader, I bring structure to complexity, foster inclusive cultures, and always lead by example.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.