Kelsey Ribbing
Columbus
Summary
Results-driven Customer Success professional with a proven track record. specializing in customer relationship management, major incident resolution, and lifecycle engagement. Skilled in driving customer satisfaction, retention, and long-term value through proactive communication, strategic process improvements, and cross-functional collaboration. Recognized for strong problem-solving abilities, adaptability, and effective leadership that enhance service quality, operational efficiency, and customer loyalty.
Overview
8
8
years of professional experience
Work History
Customer Relationship Manager
CSG
05.2022 - Current
- Worked alongside Sales teams to support revenue growth by ensuring customer outcomes aligned with business goals, resulting in measurable client ROI improvements.
- Collaborated with Accounting and Legal teams to Ensured accurate drafting and timely filing of client Statements of Work (SOWs), Letters of Authorization (LOAs), Letters of Engagement (LOEs), and contract amendments.
- Monitored Client SLAs and worked with teams on a resolution before SLA was breached.
- Oversaw customer relations to enhance retention strategies.
- Elevated customer satisfaction by promptly addressing and resolving queries, concerns, and complaints.
- Provided outstanding after-sales support through consistent client communication to enhance satisfaction with purchased products and services.
- Worked along side project managers, onboarding teams and developers to ensure client expectations are being met.
- Fostered long-term customer connections to enhance loyalty and drive repeat business.
- Maintained regular contact with clients to ensure ongoing satisfaction and address any concerns regarding purchased products or services.
- Executed CRM systems to streamline tracking of customer interactions.
- Analyzed overdue tickets and coordinated with customer support personnel to identify and address root causes of delays.
- Led regular meetings with sales teams to analyze customer behavior trends.
- Tracked to customers onsite as required to develop positive and beneficial business relationships.
- Led weekly meeting with clients to track projects, issues, and legal paperwork.
- Designed and implemented activities and engagements to elevate customer experience.
- Cultivated strategic partnerships with internal teams,sales finance and operations departments to enhance our clients knowledge on all our products .
- Collaborated with internal team through training and meetings to gain knowledge on products useful for the client.
- Worked side by side with sales teams on possible revenue opportunities.
- Facilitated communication between customers and internal teams, including product development, engineering, and quality assurance, to enhance collaboration.
- Educated customers on current and new programs and services.
- Facilitated interdepartmental communication to enhance understanding of customer needs.
- Facilitated training and mentorship of new hires to cultivate a knowledgeable and efficient team.
- Established clear targets and objectives, and ensured effective communication
Major Incident Manager
CSG
08.2018 - 05.2022
- Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
- Developed and coordinated response processes.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Collaborated with cross-functional teams for faster incident resolution and improved service quality.
- Played a critical role in disaster recovery planning efforts, ensuring that systems were resilient enough to withstand potential challenges from unforeseen circumstances or emergencies related to infrastructure failures or natural disasters.
- Increased visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Served as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.
- Provided immediate emergency response and incident management.
- Improved major incident resolution times by implementing efficient processes and communication strategies.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Liaised with other departments to minimize network interruptions and possible downtimes.
Support Analyst
CSG
11.2017 - 08.2018
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Created user accounts and managed access control.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via Software.
- Developed strong relationships with vendors, resulting in better collaboration during troubleshooting efforts.
- Enhanced communication between departments by facilitating interdepartmental workshops focused on improving collaboration.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Created user accounts and assigned permissions.
Education
High School Diploma -
East Jackson High School
Jackson, MISkills
- Operations Management
- Project Management
- Customer Relationship Management
- Teamwork and collaboration
- Research and due diligence
- Training and mentoring
- Account management
- Training program
- Client onboarding
- Problem resolution
- MS office
- Documentation and reporting
- Computer skills
- Salesforce/Conga
- Process improvement
- Professional and courteous
- Decision-making
- Project planning
- Positive attitude
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Organizational skills
- Active listening
- Adaptability and flexibility
- Task prioritization
- Relationship building
- Effective verbal and written communication
Timeline
Customer Relationship Manager
CSG
05.2022 - Current
Major Incident Manager
CSG
08.2018 - 05.2022
Support Analyst
CSG
11.2017 - 08.2018
High School Diploma -
East Jackson High School