Brett W.

Gibbs
brtt_gbbs@yahoo.com
485 East Second Avenue Roselle, NJ 07203
(M): 908-612-9022 (H): 908-245-7623

OBJECTIVE
To secure a position as a Human Resources clerk and/or representative in the Northern New Jersey area
and ultimately grow into a managerial role.

EXPERIENCE
Customer Service Team Lead
June 2009 – present
Premiere Response. New Providence, NJ
High-volume customer contact center supporting the products and serving the customers of such large and
preeminent corporations as Serta, Samsung, Bacardi, Fresh Express, & Mars.

*Occasionally perform CSR duties

*Train and mentor new agents in the areas of product knowledge, computer programs, and company policy
*Monitor, assess, and address both team and individual agent performance
*Communicate directly with corporate client to discuss both individual cases and the overall program
*Correspond directly with regional sales representatives, sales assistants, and account managers.
*Suggest and implement process changes
*Handle escalated customer phone calls with the highest degree of professionalism
*Authorize (procedural and financial) exceptions to company policy
*Submit various weekly and monthly program reports

Consumer Affairs Specialist

June 2007 – June 2009
Premiere Response. New Providence, NJ

*Address customer inquiries and initiate warranty claims

*Assist customers during each phase of the claims process
*Meticulously enter claim-related data
*Schedule inspections, review inspection reports, make determinations, and place orders in compliance
with the terms of the client’s warranty
*Communicate with customer’s via telephone, fax, and customized e-mail messages and letters to discuss
products, promotions, policies, procedures, and claim determinations
*Support special projects (product launch, product recall, etc.)

Team Member:Customer Service & Admin

October 2005 –June 2007 & March 2008 – Present
Whole Foods Market. Madison, NJ
High-end natural and organic grocer committed to maintaining the highest quality standards, offering
best-in-class customer service, and promoting social and environmental responsibility.

*Direct incoming calls; issue refunds and exchanges in accordance with store policies
*Quickly, efficiently, and courteously assist customers during checkout within a fast-paced, team-based,
diversified environment
*Attend customer service desk to answer product and service-related questions
*Act as supervisor in the absence of department leadership (to enter overrides, address consumer
complaints, assist with special orders, etc.) with a focus on customer satisfaction
*Help maintain neatness and order of store’s front end
*Reconcile cashier tills, prepare bank deposits, and review/prepare operator performance and sales reports
*Review/verify invoice information for submission to regional office
Front-End Supervisor/Cashier
October 2007 – March 2008
A&P. New Providence, NJ
Supermarket giant dedicated to quality, freshness, and value.

*Directed incoming calls; issued refunds and exchanges in accordance with store policies
*Quickly, efficiently, and courteously assisted customers during checkout within a fast-paced, team-based,
diversified environment
*Maintained excellent cash-handling standards
*Verified cashier tills
*Entered overrides and addressed customer complaints
*Ensured breaks and lunches were taken punctually
*Broke down pallets to stock shelves
*Helped maintain the appearance of the store’s front end and exterior

Shift Leader/Customer Service Representative,

Oct 2000- Aug 2005
Roselle Center Card, Gift, & Collectibles/ giftandcollectibles.com. Roselle, NJ.
Both an online & brick-and-mortar retailer specializing in fine giftware and collectible items with a focus
on customer loyalty

*Assisted with store expansion and development of online store to introduce new product, build customer
profile database, and organize showroom
*Trained and mentored newly-hired personnel and performed in a supervisory capacity during managers’
absence and during special projects (sidewalk sales, storeroom reorganization, etc.)
*Maintained excellent cash-handling standards
*Was chiefly responsible for all phone, e-mail, and letter correspondence and customer order activity
database
*Approved returns, exchanges, special orders, etc.
*Oversaw and/or assisted with all day-to-day operations (checkout; filing; inventory/stock; shipping;
receiving; customer service; billing; contacting vendors)

Office Intern
2003-2004 Academic Year
Great Swamp Watershed Association. Madison, NJ
Grassroots, non-profit, organization devoted to preserving and protecting water resources and natural
areas through advocacy, fundraising, and community outreach.

*Assisted the organization with fund-raising efforts, event planning, and maintaining member and patron
relations
*Performed general clerical duties in a small, non-profit, manifold, office setting, answering directly to
eight superiors (filing; faxing; bulk mailings; phone and e-mail correspondence; light data entry; etc.)

EDUCATION
Drew University. Madison, NJ.
Bachelor of Arts degree in Sociology, May 2007.
Creative Writing minor

Roselle Catholic High School. Roselle, NJ

High School Diploma, May 2003
College Preparatory