Customer Service Manager

COLLEEN GIBBONS

Macomb, MI ***** 586-***-**** ********@***.***

https://www.linkedin.com/in/colleengibbons

Customer Service Manager

CUSTOMER-CENTRIC GROWTH ACCELERATOR

Accomplished and purposeful Customer Service Manager committed to maximizing annual company profit margins by introducing data-driven sales and marketing techniques to monitor performance and surpass quarterly and annual goals. Visionary agent responsible for the development, performance, and maintenance of a cross-functional multi-generational workforce dedicated to advancing the mission of the company. Built steadfast relationships with internal stakeholders to expand business growth and dive into the next level of opportunity. Charged with building and maintaining purposeful relationships with all potential and current clients to provide transparency and solution selling opportunities. Exceptional at understanding client-specified needs and offer products that match needs. Currently seeking a Customer Service Manager in sales with a progressive and technology driven firm.

CORE COMPETENCIES

Business Analysis

Strategic Relationships

Help Desk

Requirements Gathering

Data Analysis

Assessments

Quality Assurance

Regulatory Compliance

Business Management

Project Management

Leadership

Customer Service

Profit and Loss

B2C and B2C Selling

Customer Success

Customer Segmentation

Sales

Key Account Management

Research & Development

Data & Consumer Insights

Business Writing

Profit Generation

Thought Leadership

Documentation & Reporting.

CAREER HISTORY

LITTLE CAESARS PIZZA – DETROIT, MI 2018-2023

lead business analyst (2023)

Performed robust project feasibility assessments using data analysis creating strategic and detailed reports.

Gathered business requirements alongside the IT department ensuring completeness and accuracy.

Delivered exemplary quality assurance reporting.

Partnered with QA on test design and testing for business requirements and acceptance criteria of user stories.

Trained, mentored, and managed other Business Analysts ensuring the accuracy of their work.

Analyzed business requirements, process flows, and interactions between various stakeholder groups.

Completed business analysis lifecycle including requirement onboarding, adjustments, and stakeholder sign-off.

Assisted with test design based on business requirements and user stories.

Completed documentation, analysis, presentation, and modeling of specific projects.

Conducted interviews with partner areas, business users, SMEs, and IT.

Performed customary project management tasks collaborating closely with a team of multidisciplinary stakeholders including developers, systems architects, and SMEs maintaining changes and driving results.

Consulted during the development and implementation phases on formulations and definition of systems, scope, objectives, and enhancements.

Advised on risk mitigation opportunities considering business implications on technology to the current business environment.

consumer help desk manager (2020-2023)

Assisted customers having difficulty making orders in the app correcting missing items, incorrect items, and other quality concerns.

Oversaw the assignments for all Help Desk Associates providing training and mentoring where applicable for effective performance.

Created a culture of teamwork and high morale boosting customer satisfaction and productivity.

cv help desk manager (2018-2020)

Resolved technical issues for customers optimizing their systems and equipment function regularly.

Rectified incoming tickets ensuring work was solved in a timely and professional manner.

Addressed customer questions, concerns, and inquiries in a professional and affable manner.

Partnered closely with others garnering customer satisfaction and success.

VIGILANTE SECURITY – TROY, MI 2017-2018

central station manager

Spearheaded operations for 22 employees overseeing daily assignments for a 24/7 call center enhancing the success of the organization.

Hired and trained call center employees maintaining appropriate staffing levels.

Updated and maintained state required licenses aligning compliance with governing authorities.

Facilitated monthly training sessions championing the growth and development of employees.

Addressed overflow calls from dispatchers yielding customer satisfaction.

PMC – DEARBORN, MI 2012-2017

internal business development manager (2014-2017)

Spearheaded all business development efforts building relationships with all prospective and current clients.

Completed a minimum of 125 cold calls per week through internet research, former clients, and leads from the marketing department.

Championed the success of resolute sales associates selling products and services.

Leveraged Midwest to east coast multi-state networking opportunities.

Measured monthly, quarterly, and annual sales volumes ensuring all objectives were exceeded.

Coached sales associates on selling techniques and introduced new business development initiatives.

Built mutually beneficial relationships with all internal and external stakeholders.

Uncovered creative opportunities to increase sales and revenue for the organization.

Reduced expenditures increasing profit margins YoY.

Motivated staff to improve customer service experiences with valued clients.

Authored detailed and accurate sales reports.

Consulted with customers understanding their unique needs and goals.

Assessed competition costs and supply/demand augmenting the market position.

Partnered with clients in the following industries Automotive, Non-Manufacturing, Aerospace, Hospitality, and Consulting.

wpi lead /Chrysler plant (2012-2014)

Partnered alongside TCF, Paint, and BIW teams with station layout changes.

Investigated supply needs tracking purchase orders ensuring that equipment was ordered and received.

Enforced timelines of completion with PDCA ensuring scheduled completion dates are met and issues resolved.

Verified logistics checklists for every phase of the launch.

Drafted and submitted reports including Plan For Every Part (PDEP), Gap Analysis, KPI reporting and launch schedule dates.

Performed tasks aligned with goals including mockups of material location stations, equipment setup, and organizing CAD linear footage layouts.

ADDITIONAL TENURES

Customer Service Supervisor – Adhesives Division HENKEL Madison Heights, MI

Data Quality Control Manager THE HANDLEMAN COMPANY Troy, MI

Product Analyst Manager THE HANDLEMAN COMPANY Troy, MI

Lead Allocator THE HANDLEMAN COMPANY Troy, MI

Allocator THE HANDLEMAN COMPANY Troy, MI

EDUCATION & CERTIFICATION

Bachelor of Arts in Marketing and Management, Minor in Language Arts and Social Science

Northwood University Midland, MI

Certifications

Completion of C.L.E.A.R. Customer Communication

Completion of LeadFirst 1 and 2 Leadership Training

Level 1 Management Certification

Project Management (Effective / Fundamentals)

People Leadership Block I and II

WCM (World Class Manufacturing) Training

WPI (Workplace Integration) Training

CAD Training

Creative Leadership

Leadership Training Certification 101-104

DiSC

ASSOCIATIONS / VOLUNTEERISM

Dev-Fest

GRC Colleague Tours

60th Anniversary Tours

Workday Ambassador

Managed Pay in Store Pilot Program

Managed Twin Bear Pilot Program

Habitat for Humanity

Delivery Application Pilot Volunteer

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