Brittney Gibbon
Deputy Manager - National Contact Centre at MSI Australia- Claim this Profile
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Bio
Arpitha Pannalkar
Its been an absolute pleasure to work beside Brittney over the last year at CPM Australia. She has been an ideal Leader who is very Knowledgeable,Smart and yet very hardworking. Very few would realise the other side of her, but what i have come to realise is that she is a detailed oriented person and with the persuasive and patient nature that she possess has managed to deliver great results in the work assigned to her. Her positive energetic approach has always motivated each one of us and has helped us strive better at work. Its been an immense pleasure and fun working with such a refined team leader and her passion for work has continued to draw many towards her performance professionally.
Serena Chiew
I've been working with Brittney for over 3 years. First starting off as agents on the phone, to her becoming my Team Leader and recently working side by side as co-Team Leaders. She is a down to earth, passionate and hard working person whom myself and her team look up to. Brittney demonstrates on a daily basis a plethora of skills from handling complaints and escalations to introducing new processes and implementing changes to ensure her team is assessed and coached fairly and are engaged in their roles. She sets clear expectations and fosters strong relationships with customers, clients and other members of the business. Brittney would be a real assets to any company as her drive and passion to lead others will contribute to the growth and success of any company.
Arpitha Pannalkar
Its been an absolute pleasure to work beside Brittney over the last year at CPM Australia. She has been an ideal Leader who is very Knowledgeable,Smart and yet very hardworking. Very few would realise the other side of her, but what i have come to realise is that she is a detailed oriented person and with the persuasive and patient nature that she possess has managed to deliver great results in the work assigned to her. Her positive energetic approach has always motivated each one of us and has helped us strive better at work. Its been an immense pleasure and fun working with such a refined team leader and her passion for work has continued to draw many towards her performance professionally.
Serena Chiew
I've been working with Brittney for over 3 years. First starting off as agents on the phone, to her becoming my Team Leader and recently working side by side as co-Team Leaders. She is a down to earth, passionate and hard working person whom myself and her team look up to. Brittney demonstrates on a daily basis a plethora of skills from handling complaints and escalations to introducing new processes and implementing changes to ensure her team is assessed and coached fairly and are engaged in their roles. She sets clear expectations and fosters strong relationships with customers, clients and other members of the business. Brittney would be a real assets to any company as her drive and passion to lead others will contribute to the growth and success of any company.
Arpitha Pannalkar
Its been an absolute pleasure to work beside Brittney over the last year at CPM Australia. She has been an ideal Leader who is very Knowledgeable,Smart and yet very hardworking. Very few would realise the other side of her, but what i have come to realise is that she is a detailed oriented person and with the persuasive and patient nature that she possess has managed to deliver great results in the work assigned to her. Her positive energetic approach has always motivated each one of us and has helped us strive better at work. Its been an immense pleasure and fun working with such a refined team leader and her passion for work has continued to draw many towards her performance professionally.
Serena Chiew
I've been working with Brittney for over 3 years. First starting off as agents on the phone, to her becoming my Team Leader and recently working side by side as co-Team Leaders. She is a down to earth, passionate and hard working person whom myself and her team look up to. Brittney demonstrates on a daily basis a plethora of skills from handling complaints and escalations to introducing new processes and implementing changes to ensure her team is assessed and coached fairly and are engaged in their roles. She sets clear expectations and fosters strong relationships with customers, clients and other members of the business. Brittney would be a real assets to any company as her drive and passion to lead others will contribute to the growth and success of any company.
Arpitha Pannalkar
Its been an absolute pleasure to work beside Brittney over the last year at CPM Australia. She has been an ideal Leader who is very Knowledgeable,Smart and yet very hardworking. Very few would realise the other side of her, but what i have come to realise is that she is a detailed oriented person and with the persuasive and patient nature that she possess has managed to deliver great results in the work assigned to her. Her positive energetic approach has always motivated each one of us and has helped us strive better at work. Its been an immense pleasure and fun working with such a refined team leader and her passion for work has continued to draw many towards her performance professionally.
Serena Chiew
I've been working with Brittney for over 3 years. First starting off as agents on the phone, to her becoming my Team Leader and recently working side by side as co-Team Leaders. She is a down to earth, passionate and hard working person whom myself and her team look up to. Brittney demonstrates on a daily basis a plethora of skills from handling complaints and escalations to introducing new processes and implementing changes to ensure her team is assessed and coached fairly and are engaged in their roles. She sets clear expectations and fosters strong relationships with customers, clients and other members of the business. Brittney would be a real assets to any company as her drive and passion to lead others will contribute to the growth and success of any company.
Experience
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MSI Australia
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Australia
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Hospitals and Health Care
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1 - 100 Employee
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Deputy Manager - National Contact Centre
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Feb 2023 - Present
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Camp Australia
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Australia
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Education Administration Programs
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700 & Above Employee
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Customer Care Manager
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Nov 2019 - Feb 2023
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Team Leader - Customer Experience
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Dec 2017 - Nov 2019
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Senior Customer Care Administrator
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Jun 2017 - Dec 2017
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CPM Australia
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Australia
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Outsourcing/Offshoring
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100 - 200 Employee
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Team Leader
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Mar 2015 - May 2017
• Leading a team of 40 – 60 to provide a high standard of customer service in a high volume call centre environment• Fortnightly one-one-one coaching of agents, delivering feedback and SMART goal setting• Live call monitoring and feedback to agents• Facilitating high quality and effective training sessions for experienced and new agents• Ensuring all agents are updated on changes in policies and procedures in a fast paced environment• Workforce planning – weekly rostering for the team, including adhoc shift adjustments to manage call volumes • Floor support – live feedback and answering questions from all agents• Devising and implementing effective Performance Management Plans• Managing staff to meet and exceed KPIs and maintain grade of service (GOS)• High level of client interaction• Account investigations and escalations• Collating and analysing data regarding call type and volume trends to provide a daily summary to senior management• Communicating with QA and Training to ensure all parties are up to date with new policies, procedures and expectations• Successfully completing Team Leader Development program• Utilising written and verbal communication skills with internal and external stakeholders to maintain strong relationships• Recruitment and development of well performing agents• Proven ability to successfully develop low performing agents to achieve and exceed KPIs• Utilise problem solving skills to achieve desirable outcomes for the business and client alike• A proactive approach to potential risks and concerns for the business in terms of revenue stream and NPS• Database reporting and reconciliation for audit purposes• Following through on action points from workshops and meetings to ensure process change documentation is delivered effectively and in a timely manner• Assisting senior management in daily tasks where required including reporting, analysis and performance supervision• Coordination and leading of staff meetings
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Senior Customer Service Representative
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Jan 2014 - Mar 2015
• Effective handling of inbound calls from Camp Australia account holders for appointment setting• Communicating with account holders via email in a timely and professional manner• Handling complaints and dispute resolution• Following up on accounts and resolving ongoing disputes• Data entry and general administration duties• Inbound calls from Camp Australia employees (Coordinators and Assistants)• Noting unplanned leave/removing rostered shifts• Making changes and updates to weekly and ongoing rosters• Supervising a team of 20-40 agents• Assisting in workforce planning duties• Handling complaints on behalf of Camp Australia CEO • Liaising with Regional Managers to investigate and resolve complaints• Training agents on new/updated procedures and processes• Providing feedback and coaching to all agents• Live call coaching with agents• Collating data regarding call trends, ongoing system issues etc and reporting to management• Successfully completing an internal leadership program (RISE)• Written and verbal communication skills• Coaching and training skills• Maintaining a high standard of customer service in a high volume call centre environment• Ensuring that all staff are trained to maintain a high standard of customer service• Undertaking higher duties in the absence of management • Communication with external stakeholders regarding mutual clientele• Client-facing interaction
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World Vision Australia
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Australia
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Non-profit Organizations
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300 - 400 Employee
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Payment Resolutions Consultant
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Apr 2013 - Dec 2013
• Customer service • Inbound/outbound calls • Effectively gaining payment on overdue contributions • Time management • Obtaining payments over the phone – credit card/setting up direct debits • Tailoring payment plans to suit individual customers • Data entry/admin duties • Upselling products after gaining payment • Customer service • Inbound/outbound calls • Effectively gaining payment on overdue contributions • Time management • Obtaining payments over the phone – credit card/setting up direct debits • Tailoring payment plans to suit individual customers • Data entry/admin duties • Upselling products after gaining payment
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Salmat
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Australia
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Advertising Services
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700 & Above Employee
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Sales Representative
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Oct 2012 - Apr 2013
• Promotions/sales • Effectively promoting APG as a retailer • Customer service • Objection handling • Clerical duties • Communication skills • Ability to work towards and meet sales targets • Customer relations • In-depth knowledge of the gas and electricity industry • Promotions/sales • Effectively promoting APG as a retailer • Customer service • Objection handling • Clerical duties • Communication skills • Ability to work towards and meet sales targets • Customer relations • In-depth knowledge of the gas and electricity industry
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NAB
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Australia
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Banking
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700 & Above Employee
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Unsecured Debt Solutions Associate
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May 2012 - Oct 2012
• Customer service • Effectively gaining payment on overdue credit cards • Time management • Transferring funds/banking • Tailoring payment plans to suit individual customers • Objection handling • Customer service • Effectively gaining payment on overdue credit cards • Time management • Transferring funds/banking • Tailoring payment plans to suit individual customers • Objection handling
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Education
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2002 - 2006
Bowen State High School
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2022 - 2023
RMIT University
Master of Business Administration - MBA, Business Administration and Management, General
Community
