GILLIEN V. GIBSON
Lewisville,TX
Summary
Results-driven professional with extensive experience in account management, customer success, and retail leadership, dedicated to cultivating strong client relationships and driving sustainable business growth. Expertise in negotiating contracts, resolving complex client issues, and aligning services with specific client needs ensures optimal satisfaction and retention. Demonstrated ability to foster team collaboration and adapt to dynamic environments, complemented by exceptional communication and problem-solving skills. Committed to delivering results that exceed expectations while enhancing overall operational efficiency.
Overview
12
12
years of professional experience
Work History
Account Manager
CSC ServiceWorks/Appliance Warehouse
Dallas, TX
10.2019 - Current
- Own full account lifecycle for a portfolio of multifamily accounts, leading onboarding and implementation of in-home laundry services, and ongoing support while identifying pain points and removing service roadblocks.
- Increased territory revenue by 100%, exceeding $10M annually, through personalized service delivery, process enhancements, and proactive engagement.
- Trained and mentored junior team members, fostering professional growth and knowledge sharing.
- Analyze account data weekly in Salesforce to inform retention strategies, forecast trends, and improve operational efficiency.
- Recognized with 9 consecutive Diamond Awards and the Blue Diamond Award (FY23) for surpassing growth and customer satisfaction goals.
- Coordinated cross-functional teams to deliver customized solutions aligned with client needs.
Website Consultant
Thryv
Dallas, TX
04.2018 - 10.2019
- Managed onboarding and launch of 150+ websites for B2B accounts, identifying implementation risks and removing impediments to ensure a successful go-live
- Provided training sessions for clients on utilizing CMS platforms effectively to update their own content as needed.
- Developed customized website strategies to enhance client online presence and engagement.
- Conducted comprehensive website audits to identify areas for improvement and optimization.
- Led cross-functional teams in implementing website design projects, ensuring timely delivery and quality standards.
- Increased organic search traffic by implementing SEO best practices and keyword research strategies.
Thryv Service Specialist (Customer Success)
Thryv
Dallas, TX
09.2017 - 04.2018
- Managed the full onboarding and support lifecycle for 50+ B2B accounts, delivering personalized technical training and adoption guidance
- Increased renewal rates by 15% by proactively identifying churn risks and executing upsell and retention strategies
- Improved customer engagement scores by 18% through consultative communication, active listening, and structured problem solving
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Monitored account health metrics, proactively addressing potential risks to maintain satisfaction levels.
Assistant Manager
Express Fashion Operations, Banana Republic Factory Store
Dallas, TX
09.2013 - 08.2017
- Supervised daily store operations, ensuring adherence to company policies and procedures.
- Trained and mentored new staff on customer service standards and product knowledge.
- Implemented inventory management practices, reducing stock discrepancies and optimizing replenishment processes.
- Resolved customer inquiries and complaints efficiently, enhancing overall shopping experience and satisfaction ratings.
- Streamlined operational workflows, improving efficiency in merchandising and store presentation standards.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Assisted in recruiting, hiring and training of team members.
Education
Bachelor of Business Administration - Marketing
University of Louisiana At Monroe
05-2011
Skills
- Training & Development
- Customer Lifecycle Management
- Operations
- Forecasting
- CRM
- Leadership
- Critical Thinking
- Customer Retention
- Account Management
- Process Improvement
- Data Analysis
- Cross-Functional Collaboration
Websites
Affiliations
Apartment Association of Greater Dallas
Timeline
Account Manager
CSC ServiceWorks/Appliance Warehouse
10.2019 - Current
Website Consultant
Thryv
04.2018 - 10.2019
Thryv Service Specialist (Customer Success)
Thryv
09.2017 - 04.2018
Assistant Manager
Express Fashion Operations, Banana Republic Factory Store
09.2013 - 08.2017
Bachelor of Business Administration - Marketing
University of Louisiana At Monroe
Website, Portfolio and Profiles
linkedin.com/in/gillien-gibson/