Kimberly Y. Gibson is the Senior Director of Customer Operations. As a key member of the Customer Operations Team, she is responsible for aligning strategy with company goals and objectives, testing and implementation of solutions and best practices to improve the customer experience across Cable ONE’s 42 systems and 3 Inbound Call centers. Kim has operational responsibilities for over 300 Cable One associates.
She joined Cable ONE in 2004 as Office Manager of Cable ONE’s technical Solution Center. In 2005, she was promoted to General Manager position, assuming full responsibility for the day to day activities of the 150 seat center currently averaging 88,000 calls a month. Kim was promoted in August 2005 to the General Manager of Cable ONE’s national inbound Customer Care call center and was responsible for all aspects of the center’s daily operation, including but not limited to, strategy planning, leadership coaching and metric achievement. In January 2008 Kim was promoted to Director of Virtual Operations responsible for the operations of our Virtual Call centers in Cable One’s local markets.
Prior to joining the Cable ONE leadership team, Kim gained vast experience in the communications industry where she began her career with Qwest Communications in 1991. After advancing to a Network Operations Supervisor position in 1997, her quality focus resulted in a promotion to Network Operations Manager for Qwest’s Arizona dispatch centers.
Miss Gibson graduated from Northern Arizona University in Flagstaff with a BS in Hospitality Management in 1994, and earned an MBA of Technology Management from the University of Phoenix in 2001. Her further credentials include Call Center Management certificate and Human Resource certification from the University of Phoenix. And October 2012 Kim attained her Six Sigma Green Belt Certification. She is also a member of CTAM’s Customer Care Forum, WICT and conducts a resume writing workshop for her church, Tanner Chapel AME.
Miss Gibson lives in Phoenix and is the proud mother of a son.