Bobby Clay Email & Phone Number

Phoenix, Arizona, United States

Provide sales support and customer service to electric bike customers.

• Addressed customer questions and concerns regarding product and delivery information.• Provided product information, reviewed alternative solutions if an item is out of stock and placed orders.• Listened and responded promptly and accurately to customer inquiries, issues, and requests.• Researched information and used good judgment to resolve customer inquiries or problems.

Tempe, Arizona, United States

• Interacted directly with members by phone, live chat and email.• Resolved member inquiries regarding Bike, Tread and App offerings.• Coordinated with all branches of support teams to better understand and assist members.• Troubleshot hardware and software and provided solutions to complex issues.

Remote

• Addressed customer questions and concerns regarding product and delivery information.• Provided product information, reviewed alternative solutions if an item is out of stock and placed orders.• Negotiated and appeased customers using a variety of methods.• Checked inventory, processed returns, issued replacements and credits for damaged or defective merchandise.• Listened and responded promptly and accurately to customer inquiries, issues, and requests.• Researched information and used good judgment to resolve customer inquiries or problems.• Developed written customer responses to all email requests.

Scottsdale, Arizona, United States

• Answered 60-80 incoming calls daily from policyholders, group members and other customers.• Adhered to quality program metrics and achieved quality performance levels.• Updated and maintained customer billing and eligibility information in all required systems.• Processed and fulfilled customer requests in adherence with approved policies and procedures.• Assisted with cross-training of others in the department on request.• Maintained current knowledge of policies, procedures, and product changes.• Promoted continuous improvement and an excellent customer experience.

Tempe, Az

Part-time, Work from home position, serving as liaison between customers and warehouse personnel. Coordinates pickup and delivery with FedEx Express and FedEx Ground. Help customers track and ship luggage and sports equipment, assist customers with technical issues.Manage wide variety of customer service and administrative tasks, using Sales Force and CRM systems.Prioritize and use time effectively while working from home.

Greater San Diego Area

Provided "Wow" Customer Service to high volume of customers - 60 - 80 calls handled daily.Helped customers select products that best fit their personal needs.Informed customers about all product lines and services offered by the company.Researched complex issues and resolved for customer satisfaction.Authorized returns, processed refunds and issued replacement orders when needed.

San Diego, Ca

• Interpreted purchase order details, quotes, created sales orders and contracts in SAP system.• Created cases and trouble tickets in SalesForce.com CRM System.• Assigned and routed hundreds of e-mails (daily) to appropriate departments, groups, or persons.• Engaged in cross-functional communication and data coordination• Managed backlog for sales orders, warranty contracts, and field service requests.• Researched complex issues and analyzed/resolved for data accuracy.

San Diego, Ca

• Provided customer service and billing support to Community Choice Aggregation customers.• Analyzed and discussed billing, explained program benefits and answered enrolment inquiries.• Processed new enrollments, opt out requests, and provided rate comparisons.• Acted as a liaison between Call Center Manager and call center representatives• Created step-by-step training guides and disseminated training materials to CCA team.• Appointed as Team Lead and responsible for monitoring, mentoring and coaching team members.• Listened to call recordings and scored call center reps on performance, call handling, key metrics.• Facilitated team huddles, conference calls and team meetings.

Greater San Diego Area

• Provided technical support and administrative assistance to owner and president.• Analyzed and summarized the sales of products, and created analytical trending reports.• Worked primarily from home, using Skype video and teleconferencing.• Managed budget and expense reports, maintained vendor relationships.• Researched customer leads and managed web site contacts using SalesForce and SAP.• Updated and maintained website, Facebook, Twitter, Instagram and Tumblr accounts,• Evaluated website traffic reports and developed SEO tags and keywords• Created troubleshoot tickets and responded to customer inquiries via Zendesk

San Diego, California

• Processed incoming orders, to include shipping fulfillment.• Packaged International orders, completing customs documents and commercial invoices. • Prepared and mailed daily A/R invoices and collected on past due accounts.• Developed Customer Service training manual and training program. • Reconciled distributors' field inventory to ensure accountability and traceability.• Designed sales and marketing materials, sales aids, and product presentations.• Issued RMA's as needed to facilitate return of field inventory and product recalls.• Created reports in Microsoft Excel, utilizing Pivot Tables, Charts, Graphs, and Formulas.

Phoenix, Az

• Prepared and processed sales invoices, credit card payments, and billing issues.• Contacted customers to obtain and verify payment information.• Advised customers of product availability and order status.• Trained new staff on customer service and billing processes.• Obtained freight quotations and UPS and FedEx shipping rates.• Authorized COD shipments, collected payments from customers.• Recognized as a team leader and motivator.

Houston, Texas Area

Provided support to students taking online/video defensive driving course.Handled 60-80 calls per day, researched and resolved customers' technical and login issues.Performed billing maintenance and responded to cancelation requests and disputes.Processed, verified, printed and mailed 100 course completion certificates, daily.Achieved top ranking for call performance (efficiency and effectiveness).

Bachelor Of Arts, Marketing

Aab, Business Communications

Earned an Associate's Degree in Business Communications and a Bachelor's Degree in Marketing