Carl Gibson
Jonesborough
Summary
Dynamic Client Support and Business Operations Specialist with 15+ years of experience in telecommunications, IT support, and financial transactions. Bringing expertise in system compliance, risk management, and technical troubleshooting. Proven track record in revenue growth, customer solutions, and performance analysis. Adept at leveraging both technical knowledge and business acumen to drive efficiency, reduce risks, and deliver measurable results.
Overview
19
19
years of professional experience
Work History
RSR Driver
Quest Diagnostics
Kingsport, TN
10.2025 - Current
- Operated delivery vehicle, ensuring timely and accurate product distribution.
- Conducted routine vehicle inspections to maintain safety and compliance standards.
- Navigated routes efficiently, optimizing travel time while adhering to traffic regulations.
- Managed inventory during deliveries, confirming product quantities and handling discrepancies.
- Maintained customer relationships through effective communication and service excellence.
Client Support Specialist
AT&T
Tennessee, United States
07.2023 - 09.2024
- Resolved escalated client issues involving technical support, billing, and accounts, reducing repeat incidents by 20%.
- Oversaw transaction accuracy and compliance across multiple accounts, improving reporting efficiency.
- Supported operational projects, IT process improvements, and system rollouts across several teams.
- Collaborated with leadership to ensure budget adherence, policy compliance, and employee performance development.
- Coordinated complex service requests, ensuring timely and accurate resolution of issues.
- Developed and implemented process improvements to streamline client interactions.
Customer Service Representative / Team Mentor
AT&T
10.2006 - 08.2023
- Delivered Tier-1 and Tier-2 client support, troubleshooting technical issues, and escalating complex cases.
- Tracked and analyzed district-level performance metrics, identifying revenue gaps and recommending cost-saving measures.
- Consistently exceeded sales and service targets, contributing to multi-million-dollar revenue growth.
- Partnered with district managers on staffing plans, financial oversight, and compliance with HR and data policies.
- Led initiatives to reduce employee turnover by 15% through training and engagement programs.
Treasurer
CWA
Bluff City, TN
01.2018 - 01.2021
- Developed and implemented budgeting strategies to align with organizational goals.
- Processed and distributed payroll weekly for employees
- Led annual audits, ensuring compliance with regulatory requirements and enhancing financial transparency.
- Analyzed financial statements, identifying trends to inform executive decision-making processes.
- Reconciled monthly statements, invoices and expense accounts, keeping records accurate, and current.
Education
Certificate - Cyber Security
Champlain College
01.2024
B.S. - Business Management
Bluefield College
01.2019
B.S. - Criminal Justice/Safety Studies
Bluefield College
01.2019
Skills
- Technical / IT
- Cybersecurity Fundamentals & Risk Awareness
- IT Support & Troubleshooting
- Network & System Compliance
- Data Security & Privacy Compliance
- Finance / Business
- Financial Transactions & Data Accuracy
- Revenue Growth & KPI Management
- Budgeting & Forecasting
- Strategic Planning & Operations Management
- Cross-Functional
- Process Improvement & Documentation
- Client Issue Resolution & Escalation Management
- Team Leadership & Employee Development
Timeline
RSR Driver
Quest Diagnostics
10.2025 - Current
Client Support Specialist
AT&T
07.2023 - 09.2024
Treasurer
CWA
01.2018 - 01.2021
Customer Service Representative / Team Mentor
AT&T
10.2006 - 08.2023
B.S. - Business Management
Bluefield College
B.S. - Criminal Justice/Safety Studies
Bluefield College
Certificate - Cyber Security
Champlain College