Rebecca Gibb
Rochester,Kent
Summary
Experienced Customer Operations specialist with a strong focus on international service delivery and global partner management. Skilled in supplier onboarding, performance optimisation and elevating customer experience through effective issue resolution and operational insight. Leverages strong influencing and communication skills to drive KPI delivery, service consistency and cross‑functional collaboration. Applies change‑management practices to enhance processes and strengthen partner capability across diverse regions. Long‑serving, dedicated and loyal contributor with a proven commitment to Abbott’s success, bringing deep organisational knowledge and passion for supporting future growth. Future‑focused strategic thinker with strengths in problem‑solving, project leadership and people development, committed to supporting sustainable growth and organisational improvement.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Service Improvement Manager
Abbott Toxicology
Remote
2017.03 - 2026.03
- Assisted in identifying gaps in workplace and maritime programme management.
- Supported improvement initiatives by redefining service types and enhancing employee performance.
- Improved visibility through targeted training and ongoing support.
- Implemented KPIs and revenue tracking to boost maritime bookings.
- Reduced collector errors by 60%, through targeted training and improved data visibility.
- Collaborated with suppliers to increase operational efficiency.
- Increased bookings by 8%
- Reduced international transit times from 5 to 3 days through process optimisation.
- Led Emirates random testing programme, compressing 12 months of testing into 6 months and strengthening contractual alignment.
- Developed strategies to improve margins and expand maritime reach.
- Delivered compliance campaigns that increased maritime bookings.
- Provided operational insight supporting service delivery in UAE.
- Contributed to digital transformation initiatives.
- Onboarded ByBox, key operational supplier, enhancing logistics, sample transit visibility and service reliability.
- Currently onboarding Alcolizer, strengthening operational capability, resource availability, and international expansion opportunities in Australia.
Workplace Customer Service Manager
Abbott Toxicology
Loughton, Essex
2012.12 - 2017.03
- Led customer‑facing team supporting UK customers.
- Resolved complaints efficiently, fostering customer loyalty.
- Coached, developed and motivated high‑performing team that consistently delivered responsive, high‑quality service.
- Oversaw daily operations, ensuring optimal performance.
- Collaborated cross-functionally for seamless service delivery.
Education
GCSEs -
George Green School
LondonSkills
- International service delivery
- Maritime and aviation operations
- Supplier onboarding and governance
- Supplier and partner management
- Customer experience and complaint resolution
- Influential communication skills
- KPI tracking and performance insights
- Change management strategies
- Future‑focused strategic thinking
- Problem solving techniques
- Project and people management expertise
Accomplishments
- 2025 “We Continuously Improve” Overall Winner — Leadership Team
- 2020 overall site winners for the GMI Game Changers
Certification
- Leaders for Life Programme
- Organisational Change Management (OCM)
- Presenting with Impact
- SIX SIGMA Yellow Belt Program
- CI Practitioners Course
Timeline
Service Improvement Manager
Abbott Toxicology
2017.03 - 2026.03
Workplace Customer Service Manager
Abbott Toxicology
2012.12 - 2017.03
GCSEs -
George Green School