Ricky Gibson Sr
Alexandria,LA
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Travel Professional
World Travel Holdings
09.2017 - 12.2023
- Enhanced customer satisfaction by providing personalized travel recommendations and tailored itineraries.
- Streamlined reservation processes for improved efficiency and reduced booking errors.
- Negotiated competitive rates with vendors, ensuring clients received the best value for their travel investments.
- Developed strong relationships with clients through excellent communication and follow-up, resulting in repeat business.
- Strengthened vendor partnerships to secure exclusive deals and amenities for clients.
- Maintained up-to-date knowledge of industry trends, destinations, and products to provide expert advice to clients.
- Resolved client issues quickly and professionally, maintaining a high level of customer satisfaction.
Fire Watch
Advanced Fire & Safety
11.2012 - 10.2015
- Responsible for correctly filling out the Hot Work Permit
- Ensure that fire-extinguishing equipment is readily available and within ten feet at all times, minimum rating of 2A
- Monitor the welding/cutting work on both sides of walls/floors and be on the alert for signs of a fire
- Correct or stop conditions which may lead to a fire and report any incipient fires
- Move, cover or wet all combustible materials in the immediate area
- Be at the work site to monitor for smoldering fires while work is in progress and remain for at least 30 minutes after Hot Work has stopped.
Quality Control Laboratory Analyst
Eclectic Products, Inc
11.2010 - 07.2012
- Responsible for the in process analysis of water based and solvent based wood putties, solvent based adhesives and epoxies
- Demonstrate fundamental physical, wet chemistry, and instrument analyses techniques
- Familiar with lab safety practices
- Responsible for neat and accurate data recording
- Dependable
- Computer literate
- Responsible for the data entry of analytical results.
Supervisor II
Startek, Inc
10.2009 - 03.2010
- All responsibilities of Supervisor I and:
- Drive process improvement strategy.
Operations Manager
Startek, Inc
06.2008 - 11.2008
- Partner with the leadership team to develop and execute strategic business plans, operational goals, and performance metrics that drive productivity and ensure a high level of customer service and satisfaction
- Communicates and drives all continuous operating improvements and quality performance of site Operating Metrics such as quality, productivity, staffing, training, attrition and costs
- Responsible for tracking and reporting on individual employees, Team Leaders, and overall performance of group
- Ensures call volume forecasted is met on an hourly, daily, weekly, and monthly basis
- Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis
- Participates in weekly team meetings, joint calls, weekly performance team meetings, and client call monitor sessions
- Support of cross-functional business initiatives to ensure quick resolution of business issues
- Champion development of leadership competencies that drive individual and team goals
- Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand
- Drive recruitment, selection, and retention of highly qualified internal and external candidates
- Partner with leadership teams in providing effective communication, training, tools, and support that maximizes organizational and employee effectiveness
- Maximize employee satisfaction, development, and performance through goal setting and performance management practices
- Foster a culture of inclusion that encourages employee contribution, respect, and support of all types of individuals.
Customer Service Representative, Supervisor I
Startek, Inc
04.2004 - 06.2008
- Monitor by listening to calls in order to evaluate performance of employees and makes recommendations to improve call quality
- Provides feedback to employees on their performance metrics to encourage performance improvement
- Analyzes call statistics to ensure performance metrics to encourage performance improvement
- Coaches employees in resolving day-to-day issues and problems, provides technical leadership, and answers questions accurately and professionally
- Trains new employees to ensure professionalism and performance and quality standards are met
- Responsible for motivating employees to meet performance and quality standards both individually and as a team
- Conducts team huddle meetings to ensure accurate and timely communication of client and campaign issues to and from the team
- Interfaces with other departments within the company to meet client needs
- Resolves worker grievances or submits unsettled grievance to the Human Resource Department for appropriate action
- Handles Supervisor calls and oversees escalation queue
- Review and submit all required company and client reporting
- Demonstrate knowledge of and enforce company policies and procedures
- Conduct and deliver performance reviews for team members
- Complete and file all necessary HR documentation.
Process Laboratory Analyst
Industrial Zeolite Limited
10.2002 - 08.2003
- Responsible for the in process analysis of Zeolite
- Demonstrate fundamental physical, wet chemistry, and instrument analyses techniques
- Comfortable in a fast paced environment with rotating shifts
- Familiar with lab safety practices
- Responsible for neat and accurate data recording
- Responsible for reading formula cards and mixing chemicals
- Dependable
- Computer literate
- Responsible for the data entry of analytical results.
Education
B. Bosse High School, Startek University
Evansville, Indiana1978
Skills
- Computer Skills Proficient in a variety of computer applications including:
- Microsoft Word
- Microsoft Windows 95/98/ME/XP
- Microsoft Access
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Outlook
- Internet Explorer
- Corel Print Office 2000
- Intuit Quicken
- Travel sales
- Destination knowledge
Certification
MGMT0001: Becoming a Manager
MGMT0113: The Manager as Coach and Counselor
MGMT0133: Motivate and Recognize Employees
MGMT0161: Preventing Problem Performance
LEAD0126: Dynamics of Leadership
11120 eng: Microsoft Office – Beginning Outlook
111080 eng: Microsoft Office – Beginning Excel
PD0101: Analyze Your Use of Time
PD0100: Taking Control of Your Workday Simulation
TEAM0172: Effectively Communicating in Teams
TEAM0171: Effective Team Building Strategies
HR0226: Retention
CUST0213: Inbound Call Centers: People Management
116397_eng: Spreadsheets in Microsoft Excel 2002
Volunteer Experience
Mentor
Louisiana National Guard Youth Challenge Program Pineville, LA
Youth Worker
St John Missionary Baptist Church Marksville, LA
Zion Hill Family Church Pineville, LA
Timeline
Travel Professional
World Travel Holdings
09.2017 - 12.2023
Fire Watch
Advanced Fire & Safety
11.2012 - 10.2015
Quality Control Laboratory Analyst
Eclectic Products, Inc
11.2010 - 07.2012
Supervisor II
Startek, Inc
10.2009 - 03.2010
Operations Manager
Startek, Inc
06.2008 - 11.2008
Customer Service Representative, Supervisor I
Startek, Inc
04.2004 - 06.2008
Process Laboratory Analyst
Industrial Zeolite Limited
10.2002 - 08.2003
B. Bosse High School, Startek University
MGMT0001: Becoming a Manager
MGMT0113: The Manager as Coach and Counselor
MGMT0133: Motivate and Recognize Employees
MGMT0161: Preventing Problem Performance
LEAD0126: Dynamics of Leadership
11120 eng: Microsoft Office – Beginning Outlook
111080 eng: Microsoft Office – Beginning Excel
PD0101: Analyze Your Use of Time
PD0100: Taking Control of Your Workday Simulation
TEAM0172: Effectively Communicating in Teams
TEAM0171: Effective Team Building Strategies
HR0226: Retention
CUST0213: Inbound Call Centers: People Management
116397_eng: Spreadsheets in Microsoft Excel 2002
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