Matthew James Cain
Arvada,CO
Summary
Life long service industry professional looking for a new challenge to take on. Comes with a proven track record of achieving results and driving success for organizations. Demonstrates strong organizational, communication and problem solving skills, with a commitment to excellence in fast-paced and critical thinking environments. Experienced in team management and fostering collaboration to meet business objectives. Recognized for being a quick learner, reliable, strong work ethic, and ability to build positive relationships with colleagues and clients.
Overview
23
23
years of professional experience
Work History
Customer Service Manager
Applejack Wine & Spirits
Wheat Ridge, Colorado
06.2023 - 12.2025
- Oversaw customer inquiries across multiple channels, achieving high customer satisfaction and retention rates.
- Became very savvy in customer de-escalation and coming up with solutions on the fly to satisfy customers and store policies.
- Trained and mentored staff on appropriate customer service relations and tailored their training based on the best individual practices for improved performance.
- Developed standard operating procedures that enhanced store efficiency.
- Resolved customer complaints promptly while maintaining company standards.
- Analyzed customer feedback to refine store service processes and policies.
- Evaluated and authenticated returns, exchanges and voids.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Acquired in-depth knowledge of ERP processes and standards.
- Recruited and trained new employees to meet job requirements.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Fulfillment Department Lead/Manager
Applejack Wine & Spirits
Wheat Ridge, CO
03.2022 - 06.2023
- Executed routing for deliveries across all Local, Mountain, Event, and Wine Society orders to optimize efficiency.
- Communicated with drivers and customers to relay route changes and delivery delays.
- Prioritized vehicle safety by ensuring prompt servicing to enhance driver protection.
- Managed financial processes in Shipping Department to prevent fraudulent transactions.
- Delivered exceptional customer service for order placements, inquiries, and modifications.
- Implemented effective solutions and deescalation strategies for dissatisfied customers.
- Demonstrated expertise in managing curbside, delivery, and shipping orders.
- Supervised daily operations and staff at Applejack Wine & Spirits, ensuring operational excellence.
Delivery Driver
Applejack Wine and Spirits
Wheat Ridge, CO
03.2020 - 03.2022
- Loaded trucks and safely secured merchandise to prevent damage during transportation.
- Manually checked orders to ensure the proper product and proper amount of product was delivered to the customer. (Local, mountain, and event customers.)
- Delivered exceptional customer service in all interactions to promote satisfaction and maintain company loyalty.
- Demonstrated safe driving by observing road rules, exercising caution in unfamiliar areas and maintaining vehicle control.
- Performed deliveries throughout greater Denver area. Also, throughout the Mountain Ski Towns ranging from Silverthorne to Aspen.
- Presented invoices for payments to customers upon arrival.
- Contacted customers prior to delivery to confirm and coordinate delivery times.
- Accepted, processed and quickly filled orders.
- Pulled merchandise to fulfill orders to specification.
- Operated handheld scanners to track merchandise throughout fulfillment process.
Beertender, Assistant Brewer, Cellarman
Bruz Beers
Denver, CO
03.2018 - 03.2020
- TIPS Certified
- Proper knowledge and execution of sanitary practices while pouring beers, and making beer.
- Provide accurate knowledge of our Beers to patrons.
- Successfully handled pouring $1,200-$1,500 worth a beer regularly, while maintaining great customer service.
- I learned how to brew properly on 4 bbl and 15 bbl systems with no previous schooling or education.
- Moved up from Beertender to fulltime Assistant Brewer/Cellarman is less than 2 years
- Keeping brewhouse sanitary and clean
- Well versed in proper CIP and SIP practices
- Efficient, diligent, worker who cares tremendously about the industry.
Line Cook, Prep Cook, Server
Basic Kneads Pizza Food Truck
Denver, CO
03.2017 - 03.2018
- Prepped dough, and ingredients in sanitary manner
- Ensured food quality and service standards were consistently met
- Maintained proper cleanliness in all areas of the kitchen and truck
- Cleaned and prepared various foods for cooking or serving
- Properly managed and executed various truck stations at once
- Gave excellent customer service while serving pizza to patrons
- Knowledgeable and fun with customer questions, or concerns
- Successfully drove and parked Cube trucks, passenger trucks, with attached trailers
- Never had a driving incident while employed
Line Cook, Prep Cook, Assistant Manager
Marine City Fish Co.
Marine City, MI
08.2014 - 12.2016
- Scheduled and directed kitchen staff in daily work assignments
- Provided proper restaurant supervision
- Ensured food quality and service standards are consistently met
- Maintained proper cleanliness in all areas of the kitchen and back of house
- Cleaned and prepared various foods for cooking or serving
- Managed kitchen operations for high grossing, fast-paced kitchen
- Trained staff in safety codes, proper recipes, and plating techniques
- Successfully managed and executed various kitchen stations simultaneously
- Instructed cooks in the cooking, garnishing, and presentation of food
- Advanced from Dishwasher to Back of House\Kitchen Manager in under three years.
Lead Afternoon Cook
Medilodge Of St. Clair
St. Clair, MI
08.2002 - 08.2014
- Served food to facility residents/family members and employees
- Cleaned and prepared various foods for cooking or serving
- Responsible for cleaning and daily shut down of kitchen
- Performed stocking duties in establishment
- Instructed cooks and other workers in their job duties
- Prepared food for parties, holiday meals, luncheons
- Prepared a variety of foods based on Resident needs
Education
High School Diploma -
St Clair High School
St. Clair, MI05.2005
Some College (No Degree) - General Education, Pre-Req Courses
Macomb Community College
Warren, MISome College (No Degree) - History, Psychology, Business
Wayne State University
Detroit, MISkills
- TIPS Certified
- Career Service Industry employee (twenty-two years of experience)
- Over five years of Managerial Experience
- Valuable Customer Service skills
- Excellent time management
- Invaluable communication skills
- Hard working/Reliable
- Unparalleled conflict resolution
- Client relations and retention
- NetSuite Word, & Excel Proficient
- Meticulous attention to detail
- Experience managing a team and motivating employees
- Operational efficiency
- Decision-making
Timeline
Customer Service Manager
Applejack Wine & Spirits
06.2023 - 12.2025
Fulfillment Department Lead/Manager
Applejack Wine & Spirits
03.2022 - 06.2023
Delivery Driver
Applejack Wine and Spirits
03.2020 - 03.2022
Beertender, Assistant Brewer, Cellarman
Bruz Beers
03.2018 - 03.2020
Line Cook, Prep Cook, Server
Basic Kneads Pizza Food Truck
03.2017 - 03.2018
Line Cook, Prep Cook, Assistant Manager
Marine City Fish Co.
08.2014 - 12.2016
Lead Afternoon Cook
Medilodge Of St. Clair
08.2002 - 08.2014
High School Diploma -
St Clair High School
Some College (No Degree) - General Education, Pre-Req Courses
Macomb Community College
Some College (No Degree) - History, Psychology, Business
Wayne State University