Matthew Lorden
Orlando
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Performance and stage background that leads to experience with performing, costume appliance, show makeup appliance, set design, stage preparation, set building, prop handling, and performer safety.
Overview
6
6
years of professional experience
Work History
Ride Attendant
Universal Orlando Resorts
07.2020 - Current
- Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor.
- Cleaned rides and attractions to reduce spread of germs and bacteria.
- Engaged safety devices and monitored attraction during operation to reduce safety risks.
- Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.
- Operated rides and attractions according to written guidelines to reduce injuries.
- Supported park-wide events such as parades or entertainment shows by directing guests or providing assistance as needed.
- Promoted a positive atmosphere throughout the park by engaging with guests, answering questions, and delivering exceptional customer service.
- Collaborated with maintenance teams to address any mechanical issues promptly, minimizing downtime for attractions.
- Communicated effectively with fellow team members to maintain efficient ride operations during peak hours.
Scare Actor
Universal Orlando Resorts
07.2019 - 09.2024
- Researched character types and delivered appropriate voice, gesture and physical presentation.
- Accustomed to attaching and using prosthetics and body props to enhance performance.
- Improvised character presentation and conversations with guests to provide immersive experience.
- Worked with various special effects, fog, strobes and loud sounds.
- Exceptional skills in voice acting, special body movements and facial expressions to elicit strong responses from audience.
- Collaborated with fellow actors to create immersive scenes, resulting in consistently positive audience feedback.
- Improved acting skills through regular rehearsals and workshops, leading to more convincing and engaging performances.
Crew Member
McDonald's
11.2018 - 07.2019
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Took orders, prepared meals and collected payments.
- Kept food preparation area, equipment and utensils clean and sanitary.
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Assisted other team members to achieve goals.
- Prepared products following restaurant, health, and safety standards and procedures.
Education
High School Diploma -
Seminole High School
05.2019
Skills
- Issue Resolution
- Policy Compliance
- Multitasking
- Time management abilities
- Customer Experience
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Microsoft Word
- Microsoft Powerpoint
- Body language
- Physical endurance
- Stage operations
- Team collaboration
- Event support
- Performance improvement
Accomplishments
Achieved "exceeds expectations" on annual Team Member review. Also was part of a House of the Year cast in Halloween Horror Nights as well as Street of the Year cast at the same event.
Timeline
Ride Attendant
Universal Orlando Resorts
07.2020 - Current
Scare Actor
Universal Orlando Resorts
07.2019 - 09.2024
Crew Member
McDonald's
11.2018 - 07.2019
High School Diploma -
Seminole High School
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