Bobby Clay
Payson,AZ
Summary
Results-driven Customer Support Professional with 8+ years of experience in SaaS, e-commerce, and consumer tech. Specializes in resolving complex issues and enhancing customer satisfaction through effective technical troubleshooting and communication. Drives knowledge base improvements and collaborates cross-functionally to minimize recurring issues and elevate the overall customer experience.
Overview
1
1
Language
10
10
years of professional experience
Work History
Customer Service Representative
Move Sales, Inc. (Realtor.com)
02.2025 - Current
- Resolved 40–60 daily inquiries via Intercom chat and email, consistently meeting SLA response and resolution targets. 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. Ensured 100% accuracy in CRM updates and knowledge base documentation, supporting team efficiency and effective information sharing. Collaborated with product, engineering, and operations teams to escalate issues, leading to a 10–15% reduction in recurring support trends and improved overall customer experience.
- Resolved inbound customer inquiries for property listings, account access, and service issues with accuracy.
- Escalated complex cases, coordinating cross-functional follow-up to ensure timely issue resolution.
- Documented interactions in CRM systems, maintaining complete records and consistent case notes.
Customer Support Representative III
Lectric e-Bikes, LLC
07.2023 - 01.2025
- Fielded 60+ inbound/outbound calls daily, surpassing team performance goals by 10%. Diagnosed complex e-bike issues for 30+ customers weekly, achieving a 95% CSAT personal best. Achieved early promotion to CSR II within six months, reflecting strong performance and technical skills.
- Resolved customer inquiries through phone, email, and chat using clear, accurate product guidance.
- Troubleshot e-bike issues, identifying battery, electrical, and assembly concerns for fast resolution.
- Managed warranty claims, returns, and replacement requests in alignment with company policies.
Academic Counselor
Apollo Group
Remote, AZ
01.2023 - 07.2023
- Guided students in academic planning and navigating degree requirements to facilitate timely graduation. Managed 20–30 daily calls addressing academic concerns, enhancing student engagement and satisfaction. Applied coaching models to assess student needs and develop personalized action plans for academic success.
- Advised students on degree pathways, academic policies, and course sequencing to support timely program completion.
- Monitored student progress through advising systems, identifying risks and coordinating interventions to improve retention.
- Interpreted transfer credits, transcripts, and prior learning to build accurate academic plans.
- Advised students on degree pathways, course selection, and academic planning aligned with graduation requirements.
- Monitored academic progress, identified risk factors, and coordinated retention support for struggling students.
Product Support Specialist
Rad Power Bikes
01.2022 - 01.2023
- Managed 50+ daily interactions via phone, email, chat, and in-person support. Ranked in the top 20% of support reps for CSAT. Developed knowledge base articles, leading to a 20% reduction in repetitive inquiries. Recommended enhancements to assembly instructions, resulting in a 25% decrease in related support calls.
- Resolved complex product support cases, guiding customers through e-bike troubleshooting and compatibility questions.
- Managed warranty and replacement workflows, ensuring accurate documentation and timely case escalation.
- Interpreted technical specifications to deliver clear product guidance across multiple support channels.
Member Support Associate
Peloton Interactive, Inc.
07.2021 - 12.2021
- Resolved 15 complex issues daily with a 95% satisfaction rating, earning “Top Advocate” twice. Managed 30+ daily inquiries on malfunctions and shipping delays, achieving over 95% resolution success. Developed 50+ new and updated 100+ existing knowledge base articles, decreasing internal queries by 40%.
- Resolved customer inquiries across phone, chat, and email with accurate, timely product and order support.
- Tracked cases in CRM systems, maintaining detailed notes and consistent follow-up for complex issues.
- Troubleshot connectivity, account, and equipment issues using internal knowledge base and support workflows.
Customer Support Associate
Williams Sonoma, Inc.
08.2020 - 07.2021
- Resolved 40–60+ daily inquiries, leading to 90% customer retention after escalations. Identified root causes of dissatisfaction, resulting in 25% increase in positive feedback. Coordinated 30+ time-sensitive shipping requests weekly with warehouse teams to ensure timely delivery.
- Resolved complex customer inquiries across phone, email, and chat with accurate product and order support.
- Processed returns, exchanges, and order modifications while maintaining policy compliance and service quality.
- Tracked shipments, delivery issues, and backorder status using customer service systems and carrier tools.
Member Benefits Advisor 1
AGIA, INC.
04.2018 - 07.2020
- Handled 60–80 daily calls from policyholders and group members, ensuring high-quality service. Achieved call quality benchmarks in 10 of 12 quarters, contributing to team standards. Trained 5+ new hires on best practices, enhancing team onboarding and performance. Improved insurance billing accuracy by 15%, increasing customer satisfaction by 10%.
- Advised clients on employee benefits options, aligning coverage recommendations with workforce needs and budget priorities.
- Explored plan details, carrier offerings, and enrollment materials to support accurate benefits guidance.
- Explained medical, dental, vision, and supplemental coverage terms to improve employee understanding.
Customer Success Specialist
DUFL, INC.
06.2016 - 03.2018
- Managed high-volume phone and email communications while maintaining consistent service quality and professionalism.
- Coordinated with internal teams to escalate complex concerns and deliver accurate solutions.
- Interpreted customer needs and matched them with appropriate products and services.
- Managed customer inquiries and resolved service issues through email, phone, and chat support.
- Coordinated luggage pickup, delivery, and tracking updates across travel logistics workflows.
- Monitored shipment statuses and proactively communicated delays, exceptions, and resolution steps.
- Documented customer cases accurately in CRM systems to maintain service continuity.
Education
Bachelor of Science - Marketing
University of Phoenix
Phoenix12.2012
Skills
- Ticket management
- CRM Management
- Zendesk
- Multi-channel Support
- Live chat
- Phone support
- First contact resolution
- De-escalation techniques
- Documentation Tools
- Customer service
- Critical thinking
- Active listening
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Languages
English
Native or Bilingual
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
01.2023 - 07.2023
Product Support Specialist
Rad Power Bikes
01.2022 - 01.2023
Member Support Associate
Peloton Interactive, Inc.
07.2021 - 12.2021
Customer Support Associate
Williams Sonoma, Inc.
08.2020 - 07.2021
Member Benefits Advisor 1
AGIA, INC.
04.2018 - 07.2020
Customer Success Specialist
DUFL, INC.
06.2016 - 03.2018
Bachelor of Science - Marketing
University of Phoenix