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 SchoolCedar 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