Hi, I’m
Gretchen Gibbs
Nibley,UT
Summary
As a certified customer service professional with over a decade of experience, I’m passionate about creating positive, lasting experiences for every individual I connect with. Whether supporting a customer through a complex issue or simply making someone feel heard, I lead with empathy, patience, and purpose.
My strength lies in building rapport and trust, handling challenges with professionalism, and consistently exceeding expectations. I hold integrity, respect, and reliability as the foundation of exceptional service. These values guide every decision I make.
I thrive in collaborative, forward-thinking environments where I can solve problems, streamline processes, and continuously improve the customer journey. I’m also a lifelong learner, always curious and eager to grow.
“Integrity is choosing courage over comfort; choosing what is right over what is fun, fast, or easy; and choosing to practice our values rather than simply professing them.”
-Brené Brown
Overview
30
years of professional experience
Work History
Gabb Wireless
Remote Customer Support Specialist
05.2025 - Current
Job overview
- Serve as a remote frontline support specialist for Gabb Wireless, managing customer interactions via phone and email with empathy and a focus on resolution, ensuring each customer feels heard, supported, valued, and delighted by the end of the conversation
- Provide technical troubleshooting for devices, software and services, guiding users through solutions to ensure functionality and ease of use
- Process orders, returns, manage account updates, and analyze order history across multiple platforms to support customer needs and identify potential issues
- Perform SIM and MODE swaps for device upgrades, replacements, and troubleshooting purposes.
- Handle port-in and port-out requests to transfer customer phone numbers seamlessly.
- Lead customer onboarding by setting up new lines of service, device setup, account changes, and service activation.
- Document interactions accurately and escalate complex cases when necessary.
- Act as a key liaison between customers and internal teams, offering insights to improve product performance and user experience
- Maintain deep product knowledge and stay current on evolving technology to deliver accurate, effective support in a fast-paced environment
- Adhered to company-wide performance metrics including response time, resolution rate, and survey engagement
- Maintained high QA scores and consistently met or exceeded internal Agent Engagement benchmarks
- Actively contributed to a positive customer experience, earning strong CSAT (Customer Satisfaction) scores through clear communication and proactive problem-solving.
Cache County School District
Librarian
07.2022 - 07.2024
Job overview
- Taught K-6, instructing 760 students weekly and fostering a love for reading.
- Independently managed all aspects of the library, including budgeting, scheduling, curriculum planning, and student supervision.
- Planned and executed library programs and events from concept to completion, demonstrating strong project management skills.
- Served as the library's software trainer and tech support, providing instruction to staff, volunteers, and students on system use and troubleshooting.
- Provided friendly and responsive service to staff, students, sales-reps and families similar to a Customer Service Representative role.
- Maintained financial tracking for student accounts related to lost or overdue books, similar to accounts receivable functions.
- Designed and implemented unique lesson plans aligned with Utah State curriculum.
- Managed a 14,000+ book collection, ensuring organization and accessibility.
- Conducted yearly inventory and weeding of books and materials to maintain relevance.
- Administered Follett Destiny software, streamlining cataloging and circulation.
- Built strong relationships with students, parents, faculty, and outside sales representatives.
- Awarded several grants through research and compelling proposals bringing in over $12,000 annually for library resources.
- Organized two yearly Scholastic fundraisers, achieving record-breaking sales.
- Managed and tracked annual library budget to ensure responsible spending and resource allocation.
- Purchased, selected, and processed all library materials, books, and furniture.
- Coordinated special events, including school-wide reading programs and literacy initiatives.
- Led Common Sense Media digital citizenship efforts, teaching students responsible technology use.
- Served on the new-hire interview committee, assisting in selecting qualified educators.
- Transformed the library into the heart of the school, making it a welcoming and engaging space.
Cache County School District
Substitute Specialist Teacher
10.2021 - 07.2022
Job overview
- Provided classroom instruction for kindergarten through sixth grade, maintaining an engaging learning environment.
- Supported literacy development through one-on-one and small-group instruction in phonics, fluency, and comprehension.
- Collaborated with teachers and staff to support student success and classroom management.
Kelly Educational Staffing
Substitute Teacher, K-12
10.2021 - 07.2022
Job overview
- Frequently requested by teachers and administrators due to strong performance and positive rapport with students.
- Delivered lesson plans across multiple grade levels, ensuring continuity of instruction.
- Managed classroom assignments, behavior, and student engagement in a variety of subjects.
- Administered and graded tests, quizzes, and classwork as directed by full-time educators.
- Supervised lunchroom and recess activities, maintaining a safe and structured environment.
- Reinforced classroom routines and rules to support a productive learning atmosphere
MVCA MOMS
President Volunteer
01.2012 - 01.2022
Job overview
- Ran a local nonprofit group with over 2,000 members, creating a strong sense of community through weekly playgroups, story times, field trips, and large events.
- Handled all budgeting and finances from tracking expenses to managing funds to make sure events stayed affordable and well-organized.
- Worked closely with local businesses to get sponsorships and donations that helped cover costs.
- Managed all communication, including newsletter, social media and the website, to keep members informed and engaged.
- Welcomed and onboarded new members by providing group information, answering questions, and ensuring they felt supported and connected from the start.
- Built simple systems for organizing events, keeping track of details, and staying connected with volunteers and sponsors.
- Created our group's logo to give us a fun, welcoming look that members and local partners could easily recognize.
- Helped keep members engaged and coming back by making sure everyone felt included, heard, and excited about our events and community updates.
- When it was time to move, I made sure everything was transitioned smoothly to a new leader so the group could continue to thrive.
T&A Supply Company
Purchasing Agent
04.2008 - 12.2010
Job overview
- Oversaw all purchasing processes for thirty accounts, ensuring timely procurement and fulfillment.
- Negotiated vendor contracts, reducing procurement costs by 15% while maintaining quality standards.
- Built and maintained long-term relationships with vendors, internal departments, and sales representatives.
- Evaluated vendor quotes and services, securing the best value for materials, tools, and supplies.
- Managed documentation for all purchasing activities, ensuring compliance with company policies.
- Conducted forecasting to anticipate supply needs and optimize inventory levels.
- Coordinated inter-warehouse product transfers and adjusted pricing to account for freight and shipping costs.
- Managed vendor returns, resolving discrepancies and ensuring credits were issued promptly.
- Oversaw logistics and freight allocation, ensuring on-time delivery and cost effective shipping.
- Handled special orders, coordinating with vendors to meet specific customer requirements.
AT&T Wireless
Salesman Compensation Data Analyst
06.2006 - 04.2008
Job overview
- Resolved over 500 compensation disputes annually, improving payout accuracy.
- Assisted in optimizing payroll workflows, reducing processing errors by 30%.
- Utilized Excel, including VLOOKUP and pivot tables, to analyze compensation data and identify discrepancies.
- Generated detailed reports to support decision-making for sales and finance teams.
- Managed and tracked cases using a ticket system, ensuring timely resolution of compensation dispute
Oregon Scientific
Sales Order Coordinator
04.2005 - 06.2006
Job overview
- Processed and managed orders in SAP via email, fax, and phone, verifying pricing, terms, and availability.
- Worked closely with the parent company in Hong Kong and procurement teams to align inventory with customer forecasts.
- Communicated backorder updates and ETAs, ensuring customers stayed informed.
- Assisted Accounts Receivable in investigating short shipments, miss-shipments, and pricing discrepancies.
- Processed invoices and credits for defective products, ensuring smooth financial reconciliation.
- Managed customer contracts, ensuring compliance with terms, pricing, and service agreements.
Houston's Inc.
Customer Service | Special Order Buyer
09.2000 - 06.2006
Job overview
- Wore multiple hats, managing responsibilities in buying, inside sales, customer service, and showroom operations.
- Set new benchmarks for daily call volume and order processing speed, all while exceeding customer satisfaction expectations.
- Handled in-person customer payments, returns, and account reconciliations at the showroom counter, ensuring accuracy and compliance with AR procedures.
- Handled B2B customer sales, providing personalized service and product recommendations.
- Processed high-volume order entries and inbound customer calls.
- Coordinated inter-warehouse product transfers and adjusted pricing to account for freight and shipping costs.
- Managed purchase orders, logistics, and freight allocation for timely deliveries.
- Assisted in large-scale bids and quotes, ensuring competitive pricing and customer satisfaction.
- Negotiated effectively with vendors and customers, enhancing retention and long-term partnerships.
- Attended trade shows, conferences, and training classes to stay informed on industry trends.
- Conducted data entry via 10-key for yearly inventory reconciliation.
- Strengthened account relationships, building trust and improving repeat business.
- Oversaw vendor returns, resolving issues to maintain product quality and customer satisfaction.
- Consistently exceeded company quotas, contributing to revenue growth and customer loyalty.
NWTP INC.
Customer Service | Special Order Buyer
02.1998 - 09.2000
Job overview
- Managed high-volume customer service and order entry, providing exceptional support expectations.
- Consistently broke records for daily call volume and order processing while maintaining high customer satisfaction ratings.
- Coordinated inter-warehouse product transfers and adjusted pricing to account for freight and shipping costs.
- Oversaw special orders, ensuring accurate and timely procurement of parts and materials based on customer needs.
- Built and maintained strong relationships with customers, fostering loyalty and repeat business.
- Coordinated with vendors to negotiate pricing, availability, and delivery schedules for special order products.
- Processed orders efficiently, ensuring inventory accuracy and timely fulfillment.
- Collaborated with internal teams to resolve customer inquiries and provide a seamless order-to-delivery experience.
Maximum Performance
Front Desk Receptionist | Assistant Floor Manager
06.1995 - 01.1997
Job overview
- Managed front desk operations including account setup, onboarding, invoicing, sales and member check-in.
- Created and issued membership cards, handled cash register, and processed credit/debit transactions.
- Scheduled tanning sessions and personal training appointments for members.
- Assisted with personal training and floor supervision when upper management was unavailable.
- Maintained cleanliness of gym equipment and tanning beds to meet health and safety standards.
- Acted as fill-in manager during leadership absences, supporting team operations and daily oversight.
- Helped prepare for and maintain compliance during health inspections.
- Selected to represent the business alongside the owner in a local TV commercial, contributing to community marketing efforts and brand visibility.
Skills
- Empathy and compassion
- Verbal and written communication
- Software Troubleshooting
- Adaptability
- Self-Directed Learning
- Omnichannel Agent
- Customer Retention
- B2B, B2C, CRM & SaaS
Timeline
Remote Customer Support Specialist
Gabb Wireless
05.2025 - Current
Librarian
Cache County School District
07.2022 - 07.2024
Substitute Specialist Teacher
Cache County School District
10.2021 - 07.2022
Substitute Teacher, K-12
Kelly Educational Staffing
10.2021 - 07.2022
President Volunteer
MVCA MOMS
01.2012 - 01.2022
Purchasing Agent
T&A Supply Company
04.2008 - 12.2010
Salesman Compensation Data Analyst
AT&T Wireless
06.2006 - 04.2008
Sales Order Coordinator
Oregon Scientific
04.2005 - 06.2006
Customer Service | Special Order Buyer
Houston's Inc.
09.2000 - 06.2006
Customer Service | Special Order Buyer
NWTP INC.
02.1998 - 09.2000
Front Desk Receptionist | Assistant Floor Manager
Maximum Performance
06.1995 - 01.1997
Southern Utah University
from Elementary Education
Clackamas Community College
High School Diploma
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