Matthew Taylor
Birmingham,United States
Summary
Accomplished customer service leader with 9 years of experience in dynamic retail and technical environments. Successfully improved customer satisfaction ratings from 3.4 to 4.5 and consistently ranked in the Top 3 for district KPIs at MyEyeDr. Proficient in team leadership, sales strategy, and operational excellence, equipped to enhance customer experiences. Strong communicator with a focus on achieving sales goals and optimizing team performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager
Sunglass Hut
Birmingham, AL
07.2025 - Current
- Oversaw daily operations to meet established performance, quality, and service benchmarks.
- Established strong working relationships with staff to promote a positive atmosphere.
- Supported junior staff through mentorship, enhancing their role-specific skills.
- Partnered with management team to develop and implement strategic growth plans.
- Ensured effective communication between employees and leadership through regular updates.
- Evaluated employee performance, providing actionable feedback for continuous improvement.
- Teamed up with management to set sales objectives and strategies, achieving robust growth.
- Trained new employees for seamless onboarding and swift integration into teams.
Sales Associate / Optical Consultant
MyEyeDr
Birmingham, AL
02.2021 - 07.2025
- Increased Google review rating from 3.4 to 4.5 by delivering consistent, personalized service and proactively resolving customer concerns.
- Ranked #3 in district-wide KPIs across Alabama, Louisiana, and Georgia in Q4 2024, surpassing benchmarks in sales, service quality, and customer retention.
- Translated complex optical consultations into clear, relatable solutions, improving customer confidence and driving a 25% increase in upsells.
- Exceeded monthly sales targets by an average of 20% through relationship-based selling and expert product recommendations.
- Optimized POS accuracy and inventory handling, reducing checkout errors and improving operational efficiency.
- Collaborated with team members to streamline service workflows, improving wait times and team productivity.
- Analyzed customer feedback and sales trends to refine upselling techniques and increase retention.
Sales Representative / Optician
EyeMart Express
Birmingham, AL
05.2020 - 02.2021
- Enhanced customer engagement by tailoring product recommendations to individual needs, driving higher satisfaction and repeat purchases.
- Resolved customer issues efficiently, reducing complaint callbacks and increasing same-day resolution rates.
- Simplified technical product information—including lenses, coatings, and frame materials—to help customers make informed choices.
- Maintained meticulous sales records and protected sensitive information, ensuring full compliance with company and HIPAA standards.
- Monitored customer feedback trends, helping management identify improvement opportunities that led to enhanced service delivery.
Customer Service / Sales Associate
Quik Pawnshop
Birmingham, AL
01.2017 - 01.2020
- Guided customers through financial loan products, explaining terms and structuring repayment plans aligned with customer needs.
- Assessed high-value merchandise for loan eligibility, minimizing risk while maintaining customer satisfaction.
- Executed strategic negotiations during sales and buy-back transactions, maximizing profitability and customer trust.
- Ensured 100% POS and transaction accuracy, complying with financial regulations and internal audit standards.
- Documented customer interactions and feedback, creating a foundation for service improvements and personalized outreach.
- Trained new team members on store policies, loan terms, and POS procedures, improving onboarding speed and consistency.
Education
High School Diploma - undefined
G.W. Carver High School
Birmingham, ALSkills
- Service excellence in customer care
- Management duties and oversight
- Key performance indicators tracking
- Troubleshooting technical issues
- Coaching for team success
- Point of sale systems expertise
- Handling escalations effectively
- Managing online reviews and reputation
- Resolving conflicts efficiently
- Operations in retail and e-commerce environments
- Optimizing sales processes
- Collaboration across functions in teams
- Effective time management
Certification
- Familiar with PC, Notebook, and Tablet troubleshooting
- Microsoft Office Suite, Windows OS
- POS systems (Retail & Medical), Inventory Software
- Google Android OS (basic knowledge)
Timeline
Assistant Manager
Sunglass Hut
07.2025 - Current
Sales Associate / Optical Consultant
MyEyeDr
02.2021 - 07.2025
Sales Representative / Optician
EyeMart Express
05.2020 - 02.2021
Customer Service / Sales Associate
Quik Pawnshop
01.2017 - 01.2020
High School Diploma - undefined
G.W. Carver High School