Nilda Gumbs

Nilda Gumbs

Chief of Staff
NCTA

Nilda Gumbs is a seasoned government affairs and communications professional with more than 25 years of experience in the political, government, public relations, community coalition building areas. She first began her career at the National Cable & Telecommunications Association (NCTA) in 1994.

Before being promoted to Chief of Staff at NCTA, Nilda most recently served as Vice President of External Affairs at NCTA where she was an integral part of the State Government Relations team responsible for working with state and local legislators and various intergovernmental groups on policy issues. In addition to grassroots network organizing activities which helped support the cable industry's federal legislative and regulatory priorities on Capitol Hill, Nilda ald had direct responsibility for outreach and advocacy among 3rd party diversity and civil society organizations as part of the cable industry's coalition building efforts on policy issues.

Nilda is a graduate of Penn State University.

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Gibbs Jones

C5 Emeritus
Owner (Spartanburg)

ARCpoint Labs

Gibbs is a customer experience executive with over 25 years of customer experience leadership and expertise in the design, optimization and implementation of customer contact operations. Gibbs has combined skill in the human and technology side of customer contact operations, including the procurement and installation of ACD equipment, workforce management and CRM systems. He has directed the start-up of multiple customer contact operations, with industry expertise in consumer electronics, communications, retail, manufacturing, financial services, banking, and direct sales.

Gibbs has over ten years experience in the Cable Industry. Most recently Gibbs was the Senior Vice President of Customer Experience for Suddenlink Communications. Gibbs worked with Suddenlink’s six regional senior vice presidents and the managers of its customer-contact call centers in Arizona, Missouri, North Carolina, Texas and West Virginia to measure and improve Customer Satisfaction through transactional and relationship Net Promoter Programs and JD Power Research Studies.

Gibbs was also responsible for the company’s social media strategy where he made sure Suddenlink was active in the major social networking channels and found new ways to improve customer loyalty in this space.

Currently Gibbs owns two ARCpoint Labs locations. ARCpoint is a leader in the B to C and B to B drug and alcohol testing industry. Additionally, Gibbs has a consulting practice that helps companies improve their customer experience.

Gibbs is a Certified Net Promoter® Associate and has been a speaker at various conferences and is frequently called upon to discuss considerations related to measuring and improving the customer experience, exceptional contact center management, and optimizing the employee experience.

 

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