Marc Gibbs

Experience

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  New Balance

  Jul 2009 - Feb 2020

  Managed representatives, providing quality assurance coaching and overall procedure directionOversaw implementation of Right Now Technologies as email tool for call centerDeveloped call center representative scorecardFacilitated implementation and user acceptance testing of a new ACD systemConducted data research and put together request for proposal for third party call center solutionsCurrently manage team and service results on 6 different websites in 4 different countriesPrimary Customer Service point of contact for new website developmentRepresent interests of international websites in Agile planning and prioritization sessionsFacilitate operational efficiency within leadership team including my peers Strategically and tactically assist international site managers in accomplishing their goals Show less

  • Customer Care Operations Supervisor

    Jun 2016 - Feb 2020

  • Customer Care Supervisor

    Jul 2009 - May 2016
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  Wisper Internet

  Feb 2020 - Jun 2022

  VP of Customer Experience

  Senior leadership member with strategic input on the corporate direction.Primary champion and advocate for the customer experience throughout each facet of the company.Responsible for scaling call center customer support operations. Implemented call center platform, introduced KPIs, staffing mechanisms, & career path for associates.Responsible for the Dispatch & Schedule team for 30 field technicians, revisiting and devising SOPs to increase operational effectiveness and reduce customer wait times.Responsible for the Network Operations Team responsible for deploying, sustaining, troubleshooting, and repairing standard network infrastructure systems, IP detection systems and Wireless Access Points. Show less

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  Federal Reserve Bank of St. Louis

  Jun 2022 - now

  • Consultant

    Jul 2024 - now

  • Customer Relationship Management (CRM) Product Owner

    Jun 2022 - Jul 2024