MATTHEW JANSSEN
Georgetown,TX
Summary
Reliable, client focused customer service professional with 7+ years of escalation-resolution experience at eBay and over a decade of leadership in fast-paced, high-volume hospitality roles. Known for calm problem-solving under pressure, de-escalating complex situations, and consistently maintaining high standards in dynamic environments. Ready to apply strong organizational skills, strict adherence to safety regulations, and exceptional communication for an airline customer service position to ensure positive passenger experiences and on-time operational success.
Overview
13
13
years of professional experience
Work History
Independent Delivery Professional
01.2026 - Current
- Managed daily logistics, order verification, and timely deliveries with high accuracy and self-discipline.
- Navigated dynamic, time-sensitive environments efficiently while strictly adhering to safety standards and maintaining high customer satisfaction metrics.
- Maintained strong physical stamina and adaptability during continuous extended shifts.
Second Level Customer Support / Subject Matter Expert
eBay
Austin, TX
05.2018 - 01.2026
- Ensured compliance with company SOPs, policy guidelines, and quality assurance standards to maintain service excellence in fast-paced customer support.
- Coached, trained, and supported team members on operational tools and best practices to drive overall team efficiency and service quality.
- Coached and trained team members on operational tools and best practices, and enhanced team efficiency and service quality.
Shift Leader / Head Trainer
Chuy's
Cedar Park, TX
01.2017 - 05.2018
- Led daily front-of-house operations for teams of 40+ staff in a fast-paced, high-volume hospitality environment.
- Trained new team members on operational efficiency, safety protocols, and delivering excellent guest service.
- Managed daily inventory, ensuring proper safety and sanitation standards were strictly maintained.
Shift Leader
Dos Salsas Restaurant
Cedar Park, TX
08.2013 - 01.2017
- Supervised shift operations and front-of-house teams to maintain efficient service, guest satisfaction, and clean workspaces.
- Coordinated weekly physical inventory, receiving and unloading heavy deliveries, and ensuring proper storage.
- Led shift teams across dining room, bar, and kitchen at Dos Salsas.
- Opened and closed restaurant according to Dos Salsas service procedures.
- Monitored guest service and resolved dining room concerns quickly.
Education
Austin Community College
Cedar Park, TXHigh School Diploma -
Sandra Day O'Connor High School
Skills
- Customer Service & De-escalation: Assisting customers with complex inquiries, resolving escalations, and delivering a friendly, service-oriented approach in high-stress situations
- Operational Discipline & Safety: Strict adherence to Standard Operating Procedures (SOPs), corporate policies, and safety guidelines
- High-Volume Operations: Meeting strict time metrics and managing passenger flow in dynamic, fast-paced environments
- Teamwork & Leadership: Partnering cross-functionally and coaching team members with a strong team-first mindset
- Time Management & Efficiency: Maintaining high attention to detail while executing tasks to meet critical operational deadlines
- Adaptability & Stamina: Capable of continuous standing, walking, bending, and efficient task execution across flexible, extended shifts
- Client Relationship Management
Personal Information
Availability: Open to flexible scheduling with full availability for dynamic shifts, including overnights, weekends, and holidays to support 24/7 airline operations.
Timeline
Independent Delivery Professional
01.2026 - Current
Second Level Customer Support / Subject Matter Expert
eBay
05.2018 - 01.2026
Shift Leader / Head Trainer
Chuy's
01.2017 - 05.2018
Shift Leader
Dos Salsas Restaurant
08.2013 - 01.2017
Austin Community College
High School Diploma -
Sandra Day O'Connor High School