Customer Service Experience

Sharon Matthews

404-***-**** **************@*******.*** Douglasville, GA 30134

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SUMMARY

Hardworking and experienced reservation manager with 20 years of experience in customer- facing roles. Proven track record of driving sales growth and improving customer satisfaction. Skilled in team management, conflict resolution, and sales. Possesses a strong background in hospitality and management, with a focus on delivering exceptional service and leading by example.

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

EXPERIENCE

Retention Specialist, RUI Inc-Remote, October 2024-Current Melville, New York

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, July 2025-October 2025 Atlanta, Georgia

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, June 2018-July 2024 Smyrna, Georgia

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 AND TRAINING

High School Diploma

Susquehanna Twp High School, Harrisburg, PA June 2000