Matthew Hayes
Collinsville,IL
Summary
Resourceful Production Trainer adept at elevating team performance through innovative training techniques. Known for delivering tasks with high productivity and efficiency. Specializes in workflow optimization, quality control standards, and safety compliance. Excels in communication, leadership, and problem-solving to enhance operational effectiveness.
Seasoned professional offering solid background building and leading successful restaurant teams handling large volume of customers. Knowledgeable about enforcing safety and cleanliness standards and optimal inventory management strategies. Calm and level-headed in various situations.
Specialize in maintaining a safe and secure environment for both patrons and other employees as well.
Overview
16
16
years of professional experience
Work History
Production Trainer
Branding Iron Holdings
Sauget, IL , IL
05.2022 - Current
- Organized team-building activities to foster communication and collaboration.
- Supported the integration of new technology and software into training curriculum.
- Resolved conflicts between staff members by providing timely coaching and counseling services.
- Organized and facilitated group activities designed to enhance learning experiences for new hires.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
Unarmed Security Guard
Penthouse Strip Club
Sauget, IL , IL
05.2015 - 06.2016
- Warned violators of rule infractions and escorted unauthorized persons off premises.
- Trained new security personnel on standard operating procedures and emergency protocols.
- Managed lost and found items, ensuring safe return to rightful owners.
- Assisted in emergency response drills and real incidents, ensuring orderly evacuations.
- Conducted daily security checks of the premises, equipment, and vehicles.
- Searched bags manually to identify prohibited items and contraband.
- Performed foot patrols around the property to ensure safety and security of personnel and visitors.
Call Center Representative
General Dynamics IT
Waco, Texas
03.2014 - 05.2015
- Maintained accurate records of customer interactions for future reference.
- Promoted available products and services to customers during service, account management and order calls.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Offered additional products or services to enhance customer experience.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Updated customer accounts, addresses and contact information within call management databases.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Consulted with customers to resolve service and billing issues.
- Offered resolutions to de-escalate calls and solve customer issues.
- Updated system with order specifics and customer details, preferences, and billing information.
Restaurant Waiter
Bella Milano
Edwardsville, Illinois
02.2012 - 03.2014
- Explained menu items, describing ingredients and cooking methods upon request.
- Processed cash payments accurately using a POS system; ensured accuracy of change given to customers.
- Cleared dishes between courses, refilled drinks as necessary and served any requested condiments or accompaniments.
- Complied with all health department regulations regarding food handling, storage and sanitation standards.
- Responded to ad hoc cleaning duties at end of shift.
- Maintained cleanliness throughout the dining area during shift; wiped down tables after each seating period.
- Assisted in preparing salads, appetizers and desserts to speed up food service.
- Verified that prepared food met all standards for quality and quantity before serving it to customers.
- Checked on guests during meals to ensure satisfaction with each course.
- Reviewed daily specials, menu changes and service specifications.
- Brought wine selections to tables with appropriate glasses and poured for customers.
- Took accurate food and drink orders, using a POS ordering software system.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Served food and beverages to patrons and confirmed complete orders.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Stocked service areas with supplies during slow periods.
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders.
- Garnished dishes and beverages to serve visually appealing menu items.
- Operated POS terminals to input orders, split bills and calculate totals.
- Set up tables in between patrons to reduce wait times.
- Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
- Assisted guests with making food and beverage selections.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Prepared salads, appetizers, and garnishes to assist kitchen staff.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Stocked server areas with supplies before, during and after shifts.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Checked identification to verify minimum age requirements for consumption of alcoholic beverages.
- Participated in banquets or catering functions held outside restaurant premises.
- Presented menus to patrons, answered questions about menu items and made recommendations.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
- Prepared checks, itemizing total meal costs and taxes.
Restaurant Waiter
HuHot Mongolian Grills LLC
Manhattan, KS, KS
04.2009 - 01.2011
- Explained menu items, describing ingredients and cooking methods upon request.
- Processed cash payments accurately using a POS system; ensured accuracy of change given to customers.
- Cleared dishes between courses, refilled drinks as necessary and served any requested condiments or accompaniments.
- Complied with all health department regulations regarding food handling, storage and sanitation standards.
- Responded to ad hoc cleaning duties at end of shift.
- Maintained cleanliness throughout the dining area during shift; wiped down tables after each seating period.
- Assisted in preparing salads, appetizers and desserts to speed up food service.
- Verified that prepared food met all standards for quality and quantity before serving it to customers.
- Reviewed daily specials, menu changes and service specifications.
- Checked on guests during meals to ensure satisfaction with each course.
- Brought wine selections to tables with appropriate glasses and poured for customers.
- Took accurate food and drink orders, using a POS ordering software system.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Served food and beverages to patrons and confirmed complete orders.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Stocked service areas with supplies during slow periods.
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders.
- Replenished stocks of napkins, silverware and other dining room supplies as needed.
- Garnished dishes and beverages to serve visually appealing menu items.
- Provided excellent customer service by anticipating guest needs, responding promptly and acknowledging all guests, however busy and whatever time of day.
- Operated POS terminals to input orders, split bills and calculate totals.
- Set up tables in between patrons to reduce wait times.
- Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
- Assisted guests with making food and beverage selections.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Prepared salads, appetizers, and garnishes to assist kitchen staff.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Checked identification to verify minimum age requirements for consumption of alcoholic beverages.
Education
Some College (No Degree) - History
Kansas State
Manhattan, KS, KSSkills
- Employee engagement
- Workforce planning
- Standard operating procedures
- Technical training
- Intermediate Level Knowledge of coding using Python
Timeline
Production Trainer
Branding Iron Holdings
05.2022 - Current
Unarmed Security Guard
Penthouse Strip Club
05.2015 - 06.2016
Call Center Representative
General Dynamics IT
03.2014 - 05.2015
Restaurant Waiter
Bella Milano
02.2012 - 03.2014
Restaurant Waiter
HuHot Mongolian Grills LLC
04.2009 - 01.2011
Some College (No Degree) - History
Kansas State