Fiona Gibson
Auckland,AUK
Summary
Dynamic and customer-focused Customer Service Manager with proven experience delivering exceptional after-sales support across wholesale and retail markets. Skilled in driving customer satisfaction, increase sales effectiveness, and strengthen long-term client relationships. Adept at liaising with customers, analyzing feedback and market trends, and providing insights to buying and sales teams to support strategic decision-making. Strong background in managing stock integrity, coordinating repairs, and resolving complex issues with a solutions-driven approach. Recognised for fostering collaboration, improving processes, and implementing service initiatives that enhance efficiency, revenue, and profitability.
Overview
30
30
years of professional experience
Work History
Customer Service Manager
Collage Furniture Limited
05.2022 - Current
- Duties & responsibilities: Provide exceptional after-sales support for both wholesale and retail customers, ensuring a positive customer experience and long-term relationships. Support and collaborate with the sales team to enhance effectiveness, drive revenue growth, and improve profit margins. Liaise with customers regularly, acting as a key point of contact, and communicate feedback, market insights, and customer trends to the buying team. Identify areas for improvement in processes, service delivery, and systems to strengthen efficiency and customer satisfaction. Manage the integrity of stock records, ensuring accurate tracking, reporting, and resolution of discrepancies. Coordinate and oversee repairs, troubleshooting issues quickly and effectively to deliver timely solutions. Proactively problem-solve customer concerns, escalating when required, while maintaining a customer-first approach.
Account Manager
True North Limited
07.2015 - 12.2021
- Duties & responsibilities: Management of Print & Logistic Projects & Campaigns, liaising closely with both the client and supplier. Reporting, Data Analysis & Manage Finished Goods Inventory. Maintaining On-line Systems. Challenging and negotiating supplier pricing. Client analysis, innovation & initiatives. Contract reviews and implementation.
Signage & VM Suppliers Manager
Pumpkin Patch
02.2011 - 07.2014
- Duties & responsibilities: Manage signage production for Pumpkin Patch & associated Brands. Manage external supplier’s website for POS & VM Supplies. Maintain regular and concise communications internally & externally. Supplying and acquiring VM supplies offshore & nationally for retail requirements. Obtaining campaign quotes, processing orders and achieving tight deadlines. Print Tenders, Forecast and Budget management.
Signage Coordinator – Northern Hemisphere
Pumpkin Patch
07.2010 - 02.2011
- Duties & responsibilities: Liaise with Production Manager to produced required signage for the Northern Hemisphere.
Office Manager
NZInvest Limited
05.2007 - 05.2009
- Duties & responsibilities: To oversee, monitor, provide reporting on and manage the efficiency and effectiveness of the administrative staff and administrative duties as a whole. Responsible for special projects and execution of director’s initiatives. Implementation of CRM System, including training and maintaining. MYOB, Bank reconciliations, Authorisation and payment of wages. Procurement.
Contractor
NZInvest Limited
11.2006 - 05.2007
- Duties & responsibilities: Research and development, layout and design of initial database creation and setup, liaising with staff to ascertain appropriate information required. Analysis & Audit of valuations & Customer service department.
Print Production Coordination / Office Administrator
Print Matters Limited
07.2003 - 03.2006
- Duties & responsibilities: General office administration, Checking suppliers invoices, Process client quote requests & orders, Serving all requirements from creative brief, concepts, design, pre-press, manufacture & delivery for all printing, Coordinate workflow between client, art department and suppliers, Ensure suppliers meet deadlines, Completing job sheets for invoicing and Assist & support managers.
Senior Graphics Operator
Omega Sign City
08.2002 - 06.2003
- Duties & responsibilities: Maintaining & monitoring stock control, Responsible for upholding all Branding & Design specifications, Design artwork using CorelDraw & Photoshop, Train & support the computer operator in operations, Prioritise & delegate pending jobs, Assist & support manager.
Sales & Production Coordinator
The Sign Formula
02.2000 - 05.2002
- Duties & responsibilities: First point of contact for clients requesting our services / products, Ascertaining the client’s needs with initial brief, provide quotes, layouts & design for production, Coordinating all materials required for signage as per the specifications, Quality control of all artwork & design from agencies & suppliers, Management & production of the Gerber Edge Digital printer, Production & delegation of all jobs to workshop staff & computer operators, Management of all jobs from initial order to final delivery, General office duties.
Computer Operator
The Sign Formula
03.1996 - 01.2000
- Duties & responsibilities: Prioritise pending jobs, Cutting, weeding & application of vinyl, Assisting the Managers, Ensuring quality standards are met, Various other administrative tasks.
Skills
- Excellent communication skills (verbal and written), with the ability to engage effectively at all levels
- Thrive in high-pressure environments, working autonomously or collaboratively within a team
- Project management expertise – experienced in overseeing tasks from inception through to completion
- Strategic and creative problem-solver, with strong critical-thinking abilities
- Exceptional time management, flexible, and able to re-prioritise promptly as demands shift
- Proven ability to multi-task while maintaining excellent attention to detail and accuracy
- Customer-focused and results-driven, committed to ensuring customer and client satisfaction
- Highly motivated, self-organised, and disciplined, with a proactive approach to challenges
- Quick to learn new skills and adapt to new systems, processes, or responsibilities
- Demonstrates integrity, honesty, and professionalism in all interactions
Timeline
Customer Service Manager
Collage Furniture Limited
05.2022 - Current
Account Manager
True North Limited
07.2015 - 12.2021
Signage & VM Suppliers Manager
Pumpkin Patch
02.2011 - 07.2014
Signage Coordinator – Northern Hemisphere
Pumpkin Patch
07.2010 - 02.2011
Office Manager
NZInvest Limited
05.2007 - 05.2009
Contractor
NZInvest Limited
11.2006 - 05.2007
Print Production Coordination / Office Administrator
Print Matters Limited
07.2003 - 03.2006
Senior Graphics Operator
Omega Sign City
08.2002 - 06.2003
Sales & Production Coordinator
The Sign Formula
02.2000 - 05.2002
Computer Operator
The Sign Formula
03.1996 - 01.2000
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