Summary
Overview
Work History
Education
Skills
Personal Information
Education and Training
Timeline
Generic

Sharon Matthews

Douglasville,GA

Summary

Hardworking and experienced reservation manager with over 10 years in customer-facing roles. Demonstrates a proven track record of increasing sales and boosting customer satisfaction. Skilled in team management, conflict resolution, and sales. Has a strong background in hospitality and management, with a focus on providing exceptional service and leading by example.

Overview

7
7
years of professional experience

Work History

Retention Specialist

RUI Inc-Remote
10.2024 - Current
  • Served as primary contact for customer retention, reducing churn and enhancing loyalty.
  • Analyzed customer feedback and behavioral data to create targeted retention strategies.
  • Communicated with clients via phone, email, and chat to address concerns and provide support.
  • Collaborated cross-functionally with product, marketing, and sales teams to enhance customer experience.
  • Retained high-risk accounts through personalized outreach and solution-oriented service.
  • Coordinated internal responses to client concerns, ensuring rapid resolution and satisfaction.
    Developed scripts and templates to standardize and enhance customer communications.

Reservations Manager

U-Haul
07.2024 - 10.2024
  • Managed customer reservations using U-Haul's booking system.
  • Assisted customers with inquiries regarding vehicle availability and pricing.
  • Processed changes and cancellations for existing reservations efficiently.
  • Coordinated with team members to ensure seamless customer service experience.
  • Communicated with locations to verify vehicle readiness for scheduled pickups.

General Manager

U-Haul International
06.2018 - 07.2024
  • Oversaw daily operations of rental centers and service facilities.
  • Managed staff schedules and ensured adequate coverage for all shifts.
  • Developed training programs for new employees on company policies.
  • Coordinated inventory management and maintained supply levels efficiently.
  • Resolved customer complaints quickly while maintaining high quality standards of service delivery.

Education

High School Diploma -

Susquehanna Twp High School
06-2000

Skills

  • Behavioral analysis
  • Retention strategy development
  • Client communication
  • Customer feedback analysis
  • Reservation management
  • Problem solving
  • Team leadership
  • Conflict resolution
  • Customer service excellence
  • Attention to detail

Personal Information

Education and Training

other

Timeline

Retention Specialist

RUI Inc-Remote
10.2024 - Current

Reservations Manager

U-Haul
07.2024 - 10.2024

General Manager

U-Haul International
06.2018 - 07.2024

High School Diploma -

Susquehanna Twp High School

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