Carol Giambra
Supply Chain, Customer Service Manager @Rehrig Pacific Company
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WORK HISTORY
Supply Chain, Customer Service Manager @Rehrig Pacific Company
Los Angeles, CA, US
Lead and develop a high-performing Customer Service team, cultivating a culture of accountability, empowerment, and continuous improvement across a dynamic B2B environment.• Drive cross-functional alignment between Sales, Operations, and Planning to ensure customer needs are met while balancing operational capabilities.• Implement and monitor process improvements and KPIs to streamline workflows, reduce escalations, and elevate the overall customer experience.• Serve as a strategic liaison between executive leadership and frontline teams, advocating for the customer while supporting company goals across all product lines.• Leverage Salesforce and JD Edwards ERP systems daily to manage accounts, monitor service levels, and identify opportunities for efficiency.• Proactively identify service gaps and lead improvement initiatives, enhancing team collaboration, communication, and stakeholder satisfaction.
EDUCATION
Niagara University
Bachelor of Science - BS
ABOUT CAROL GIAMBRA
Passionate about meaningful work! I excel in bringing order to chaos within fast-paced environments. With over 20 years of expertise as a Service Operations and Customer Experience Professional, I specialize in strategic planning, team leadership, continuous improvement, and global collaboration.I am dedicated to finding the gaps and plugging the holes. Focused to optimize processes, drive efficiency, and generate revenue growth, all while ensuring world class customer experience is delivered. I have successfully led diverse teams of 10 to 50+ to achieve business objectives, across various environments. As a change leader, I drive impactful solutions through collaborative problem-solving. Career Highlights: • Led 50+ global MedTech/biotech team, across business units achieved 9% revenue growth to $497M. • Elevated Customer Satisfaction CSAT from 71.2% to 91.2% through data-driven decision-making. • Streamlined SOPs, achieved ISO 13485 QMS certification, ensuring full regulatory compliance. • Optimized onboarding with automation, resulting in annual productivity savings and a 22% team efficiency improvement.Main areas of focus include the following: • Service Operations & Enablement • Service Delivery and Operations • Sales Operations• Contact Center Leadership • Team Leadership and Performance Management • Process Optimization• Logistics & Supply Chain • Project Management • Six Sigma Green Belt certified (Dec 2023) • Customer Success • Customer Relationship Management (CRM) • Account Management• Communication and Problem-Solving • Data Analysis, Reporting, and KPI Metrics Management• Onboarding, Training, Continuous Learning and Development I am a strategic thinker, able to adjust focus as priorities evolve, dedicated to optimizing daily operations for seamless workflows, enriching experiences for internal teams and customers.
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