Director of Customer Service Strategy Cable ONE
Kimberly Y. Gibson is the Director of Customer Service Strategy. As a key member of the Operations Strategy Team, she is responsible for leading the development, testing and implementation of technical solutions and best practices across Cable ONE’s 66 systems and the Customer Care call center.
Previously she was 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. 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.
Prior to joining the Cable ONE leadership team, Gibson 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 center.
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. Gibson is also a member of CTAM’s Customer Care Forum and conducts a resume writing workshop for her church, Tanner Chapel AME.
Gibson lives in Phoenix and is the proud mother of a son.