Bobby Clay
Payson,AZ
Summary
Customer support professional with experience resolving 40+ daily inquiries across chat, email, phone, and CRM systems. Maintains 90–95% CSAT through improved first-touch resolution. Delivers accurate ticket documentation and collaborates with product engineering and operations to reduce repeat issues.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Move Sales, Inc. (Realtor.com)
Scottsdale, AZ
02.2025 - Current
- Resolved 40–60+ daily inquiries via Intercom chat and email, achieving SLA response and resolution targets while maintaining 90–95% CSAT through clear communication and solution-focused support. Achieved 90–95% CSAT through clear communication, empathy, and solution-focused support. Reduced repeat contacts by 15–20% through accurate first-touch resolutions and targeted questioning. Maintained 100% accuracy in CRM updates and knowledge base documentation. Collaborated with product, engineering, and operations teams to escalate issues, leading to a 10–15% reduction in recurring support trends.
- Managed inbound customer inquiries for Move Sales, Inc. Realtor.com leads.
- Resolved account issues using CRM records and customer notes.
- Qualified real estate prospects through phone and email conversations.
Customer Support Representative III
Lectric e-Bikes, LLC
Phoenix, AZ
07.2023 - 01.2025
- Fielded 60+ inbound/outbound calls daily, contributing to 10% increase in team performance. Diagnosed complex e-bike issues for 30+ customers weekly, resulting in 95% CSAT personal best. Promoted to CSR II six months early for exceptional performance and technical aptitude.
- Resolved customer questions about Lectric e-bikes through email, phone, and chat support.
- Processed warranty claims, replacement requests, and parts issues for Lectric customers.
- Managed order tracking, shipping updates, and delivery concerns in Zendesk and Shopify.
Academic Counselor
Apollo Group/University of Phoenix
01.2023 - 07.2023
- Advised University of Phoenix students on degree plans, course selection, and academic policies.
- Guided students in academic planning, degree requirements, and graduation pathways to enhance their academic journey. Managed 20–30 daily calls to address academic concerns, fostering improved student engagement. Applied coaching models to assess student needs and develop personalized action plans for academic success.
- Reviewed academic progress records and guided students through enrollment and registration steps.
- Explained Apollo Group program requirements, graduation paths, and transfer credit options.
Product Support Specialist
Rad Power Bikes
01.2022 - 01.2023
- Managed 50+ daily interactions through phone, email, chat, and in-person support, contributing to high customer satisfaction. Ranked in the top 20% of support reps for CSAT. Wrote knowledge base articles that cut repetitive inquiries by 20%, enhancing support efficiency. Proposed improvements to assembly instructions, leading to a 25% decrease in related support calls.
- Provided support to customers regarding e-bike products, addressing questions and solving issues.
- Recorded support cases in CRM, ensuring accurate and up-to-date customer information.
- Assessed warranty claims, helping customers understand service options and replacement procedures.
Member Support Associate
Peloton Interactive, Inc.
Phoenix, Arizona
07.2020 - 12.2021
- Resolved 15 complex issues daily with a 95% satisfaction rating, earning “Top Advocate” twice. Handled 30+ daily inquiries on malfunctions and shipping delays, achieving over 95% resolution success. Developed 50+ new and updated 100+ knowledge base articles, decreasing internal questions by 40%.
- Resolved customer inquiries about Peloton equipment, memberships, and account access.
- Documented support cases in CRM using Peloton service procedures.
- Guided members through device setup, app login, and connectivity troubleshooting.
Member Benefits Advisor 1
AGIA, INC.
Scottsdale, Arizona
04.2016 - 07.2020
- Handled 60–80 daily calls from policyholders and group members, ensuring high levels of service. Surpassed call quality benchmarks in 10 of 12 quarters, contributing to overall team performance. Trained 5+ new hires on best practices, enhancing team onboarding and integration. Improved insurance billing accuracy by 15%, increasing customer satisfaction by 10%.
- Provided guidance to employees on AGIA benefits options, eligibility, and enrollment processes.
- Guided callers through open enrollment questions and benefit selections.
- Examined plan details for accuracy, coverage changes, and premium deductions for AGIA members.
Education
Bachelor of Science - Marketing
University of Phoenix
Phoenix12-2012
Skills
- Intercom expertise
- Salesforce proficiency
- Knowledge base development
- Live chat support
- Phone support
- First-contact resolution
- Call center operations
- Order management
- Shipping and logistics
- Problem solving
- Task prioritization
- Team collaboration
- Conflict resolution
- Microsoft Office Suite proficiency
- Empathy and patience
- Zendesk administration
- Escalation management
Timeline
Customer Service Representative
Move Sales, Inc. (Realtor.com)
02.2025 - Current
Customer Support Representative III
Lectric e-Bikes, LLC
07.2023 - 01.2025
Academic Counselor
Apollo Group/University of Phoenix
01.2023 - 07.2023
Product Support Specialist
Rad Power Bikes
01.2022 - 01.2023
Member Support Associate
Peloton Interactive, Inc.
07.2020 - 12.2021
Member Benefits Advisor 1
AGIA, INC.
04.2016 - 07.2020
Bachelor of Science - Marketing
University of Phoenix