Taylor Hall
Matthews
Summary
Dedicated customer service professional with 15 years of experience across restaurants, veterinary care, and call centers. Known for going above and beyond to ensure every customer feels heard, valued, and supported. Skilled in using empathy and calm, clear communication to de-escalate issues and protect brand reputation. Passionate about creating positive experiences, solving problems with care, and building trust through every interaction — especially in fast-paced, high-pressure environments.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
CarNow Agent
EchoPark Automotive
Lowell
08.2023 - Current
- Received up to 80-100 chats per day.
- Assisted with PreSale/Website questions.
- Assisted with post sale/escalations.
- Assisted with sending a direct email from chat lead to location in order for finance or direct assistance.
- Assisted with delegating and filtering over 100 leads from inbound chats.
- Worked directly to create this program within the GEC and build it to be a full department. creating scripts and rebuttals for incoming questions or situations.
Guest Experience Agent
EchoPark Automotive
Lowell
01.2021 - 08.2023
- Receive up to 450 leads per month from over 25+ locations across the US.
- Work leads while receiving inbound phone calls. Up to 1100 monthly inbounds.
- Make 100-180 outbound a day.
- Assisting phone calls with vehicle descriptions, financing options, setting appointments, transferring to location hubs, Post Sale de escalation calls
- Follow up with Guests before and after visits
- Assist guest in Car Now chats that come through the system.
- Work for goals and great numbers monthly
- Watching over the lead dashboard to be sure duplicate offers are being handled
Instructor
ABC BARTENDING SCHOOL
Charlotte
04.2018 - 02.2021
- Keep bar clean and appealing, sign students in and make sure they are up to speed on what was taught previously or other knowledge that has been learned in their past, help up to 10 students at a time learn technique and methods.
Call Center Representative/Receptionist
Carolinas Vision Group
Charlotte
03.2020 - 01.2021
- Answering and triaging over 150 incoming calls, return and manage voicemails and respond to emails and text message communication with patients.
- Scheduling patients for exams, medical office visits and follow ups.
- Pull insurance for patients coming in and refer patients to specialists.
Kennel Attendant Lead/Receptionist
Atrium Animal Hospital
Charlotte
08.2018 - 08.2020
- Care for the pets that were boarding or staying for the full day, distribute medications according to directions, assist Vet Assistants with holding/caring for pets, deep cleaning the facility from the front to the back.
Manager
PREPPY PET OF CHARLOTTE
Charlotte
02.2017 - 08.2020
- Watch up to 20 dogs in one room, entertain and care for pets that were there for daycare or boarding, greeting customers at the front desk and checking their pet in for their visit.
Kennel Attendant Shift Lead
Clear Creek Animal Hospital
Charlotte
08.2019 - 06.2020
- Care for the pets that were boarding or staying for the full day, distribute medications according to directions, assist Vet Assistants with holding/caring for pets, deep cleaning the facility from the front to the back.
- Deep clean outdoors and building.
- Clean gutters and trim trees.
- Basic landscaping.
Instructor
ABC BARTENDING SCHOOL
Raleigh
11.2014 - 02.2018
- Keep bar clean and appealing, sign students in and make sure they are up to speed on what was taught previously or other knowledge that has been learned in their past, help up to 12 students at a time learn technique and methods.
Bar Manager
Trilogy Cinemas
Chapel Hill
12.2015 - 10.2017
- Keeping inventory, running bar from open to close, managing customer complaints and resolving them professionally and respectfully.
Bartender, Server, Hostess, Busser
Leesville Tap Room
Raleigh
12.2014 - 10.2017
- Bartender, server, hostess, bussed and on rare occasion I would help in the cook line.
Room Attendant/ Front Desk
DOGTOPIA OF CARY
Cary
10.2010 - 06.2015
- Clean rooms, feed pets, administer medications, entertain up to 20 animals in one room, deep clean each room throughout the front desk.
Education
ASSOCIATE - BIOLOGY
NC STATE UNIVERSITY
Raleigh, NC 08.2012 - 08.2016
Skills
- Front Desk
- Customer service
- Veterinary Assistant
- Public Speaking
- Hospital Experience
- Leadership Experience
- Organizational Skills
- Filing
- Multitasking
- Teamwork
- Kennel Experience
- Dog Handling
- Sales Coaching
- Problem-solving
- Animal Care
- Pet Care
- Cleaning Experience
- Good Under Pressure
- Time management
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
CarNow Agent
EchoPark Automotive
08.2023 - Current
Guest Experience Agent
EchoPark Automotive
01.2021 - 08.2023
Call Center Representative/Receptionist
Carolinas Vision Group
03.2020 - 01.2021
Kennel Attendant Shift Lead
Clear Creek Animal Hospital
08.2019 - 06.2020
Kennel Attendant Lead/Receptionist
Atrium Animal Hospital
08.2018 - 08.2020
Instructor
ABC BARTENDING SCHOOL
04.2018 - 02.2021
Manager
PREPPY PET OF CHARLOTTE
02.2017 - 08.2020
Bar Manager
Trilogy Cinemas
12.2015 - 10.2017
Bartender, Server, Hostess, Busser
Leesville Tap Room
12.2014 - 10.2017
Instructor
ABC BARTENDING SCHOOL
11.2014 - 02.2018
ASSOCIATE - BIOLOGY
NC STATE UNIVERSITY
08.2012 - 08.2016
Room Attendant/ Front Desk
DOGTOPIA OF CARY
10.2010 - 06.2015