Kelsey Ribbing
Columbus,OH
Summary
Dynamic professional with a proven track record at CSG, specializing in customer relationship management and major incident resolution. Excelled in enhancing customer satisfaction and operational efficiency through strategic process improvements and effective team leadership. Skilled in problem-solving and adaptability, significantly contributing to team development and inter-department collaboration. Achieved a notable increase in customer retention and service quality.
Overview
7
7
years of professional experience
Work History
Customer Relationship Manager
CSG
05.2022 - Current
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
- Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
- Implemented CRM systems to track customer interactions, leading to more efficient follow-ups and enhanced customer experiences.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Conducted regular meetings with sales teams to discuss insights on customer behavior trends, contributing to increased sales figures.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Acted as a liaison between customers and internal teams such as product development, engineering, and quality assurance departments, resulting in improved collaboration and streamlined issue resolution.
- Made customers aware of current and new programs and services.
- Streamlined communication between departments for better understanding of customer needs and quicker problem resolution.
- Trained and mentored new hires, creating a knowledgeable and efficient team that consistently met or exceeded performance targets.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
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.
- Used Software to develop spreadsheets, reports and tracking systems.
- Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
- 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
Jackson College
Jackson, MISkills
- Customer relations
- Research and due diligence
- Training and mentoring
- Inter-department collaboration
- Account management
- Training programs
- Account updates
- Team building
- Client onboarding
- Customer relationship management
- Customer service
- Problem resolution
- Team leadership
- Goal setting
- MS office
- Documentation and reporting
- Work Planning and Prioritization
- Computer skills
- Teamwork and collaboration
- Managing operations and efficiency
- Team development
- Process improvement
- Professional and courteous
- Decision-making
- Project planning
- Employee development
- Positive attitude
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
- Task prioritization
- Relationship building
- Verbal and written communication
- Self motivation
- Operations management
- Professionalism
- Time management abilities
- Continuous improvement
Timeline
Customer Relationship Manager
CSG
05.2022 - Current
Major Incident Manager
CSG
08.2018 - 05.2022
Support Analyst
CSG
11.2017 - 08.2018
Jackson College
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