Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Matthew Brady

Summary

Passionate about perpetuating lasting customer contentedness by delivering unparalleled service and support. Life-long dedication to customer service with extensive experience in the restaurant industry. A true team player with an outgoing, positive demeanor and proven skills in cultivating connections always seeking mutually beneficial, lasting relationships with clients. Articulate, energetic and results-oriented. A true team player with an unmatched passion for developing emotional connections and delighting even the most well-traveled person.

Overview

13
years of professional experience

Work History

Uber, Lyft

Driver
04.2022 - Current

Job overview


  • Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
  • Upheld high standards of professionalism and discretion when working with high-value clients.
  • Answered, scheduled, and responded to reservation calls at specific times and locations.
  • Achieved high customer ratings on post-trip surveys for timeliness, vehicle cleanliness, and customer service.

Farmers Insurance Company

Customer Service Advocate Level II
09.2020 - 04.2022

Job overview

  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • only person in our division to earn the "one call resolution" award (and did so while still in training!)
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving agent satisfaction targets and goals.
  • Promoted superior experience by addressing the agent's concerns, demonstrating empathy, and resolving problems swiftly.

Darden Restaurant Group

Shift Lead, Trainer, and Lead Server/Private Event Coordinator
10.2010 - 09.2020

Job overview


  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Arranged and prepared specialty rooms and tables with a focus on specificity to each experience and to generate a memorable experience for each guest.
  • Displayed enthusiasm and sincerity while providing consistently excellent service to our guests which helped to cultivate lasting emotional connections.

Education

Washington Senior High School
Cedar Rapids, IA

GED

Wine Training W/ Doug Frost (Master of Wine)
Kansas City, MO

Wine Training W/ George Miliotes (Master of Wine)
Kansas City, MO

One On One Training With Falon Farrell (Eddie V's)
Kansas City, MO

Skills

  • Special Requests
  • Multitasking and Organization
  • Providing Guidance
  • Employee Orientation
  • Customer Support
  • Peer Mentoring
  • Trainer Mentoring
  • Sales and Upselling

Timeline

Driver

Uber, Lyft
04.2022 - Current

Customer Service Advocate Level II

Farmers Insurance Company
09.2020 - 04.2022

Shift Lead, Trainer, and Lead Server/Private Event Coordinator

Darden Restaurant Group
10.2010 - 09.2020

Washington Senior High School

GED

Wine Training W/ Doug Frost (Master of Wine)

Wine Training W/ George Miliotes (Master of Wine)

One On One Training With Falon Farrell (Eddie V's)

Matthew Brady