KEO MOBLEY
Phoenix,Az
Summary
Customer service representative with over 17 years of extensive expertise in delivering exceptional support across diverse industries. Demonstrates advanced skills in empathy training, data analysis, and conflict resolution, consistently enhancing client satisfaction and operational efficiency. Passionate about leveraging team leadership and innovative solutions to drive service excellence and customer loyalty.
Overview
17
17
years of professional experience
Work History
CUSTOMER SERVICE AGENT
Arizona State University
12.2020 - 11.2025
- Provided exceptional customer support, leading to substantial improvements in client satisfaction ratings and repeat business.
- Provided training and support to new team members, enhancing team performance.
- Analyzed customer feedback to identify service gaps, implementing targeted training that resulted in marked gains in response times.
- Developed streamlined communication protocols for customer inquiries, significantly reducing resolution times and improving overall service quality.
- Demonstrated a positive attitude and proactive approach in handling customer issues, contributing to a cohesive team atmosphere.
- Implemented a new ticketing system to enhance tracking of customer inquiries, leading to noticeable improvements in resolution efficiency.
TECHNOLOGY SUPPORT REPRESENTATIVE
Apple Inc.
09.2015 - 12.2020
- Provided exceptional technical support, resolving 95% of customer issues on first contact, enhancing user satisfaction and loyalty.
- Diagnosed hardware and software malfunctions, implementing effective solutions that reduced average resolution time by 30%, optimizing team efficiency.
- Partnered with cross-functional teams to develop training materials, improving onboarding processes and ensuring consistent service quality.
- Fostered a positive environment by actively listening to customer feedback, leading to enhanced team morale and a customer-centric culture.
- Resolved technical issues swiftly, achieving a 95% first-contact resolution rate that significantly boosted customer satisfaction.
PATIENT SUPPORT REPRESENTATIVE
Scripps Lab
06.2008 - 09.2015
- Provided empathetic support to patients, enhancing their experience and fostering trust in the healthcare team.
- Managed patient inquiries and resolved issues, leading to noticeable improvements in satisfaction ratings.
- Monitored patient feedback and implemented changes to service protocols, resulting in marked gains in patient retention.
- Maintained accurate patient records and documentation, ensuring compliance with healthcare regulations and enhancing data integrity.
- Fostered a compassionate environment, enhancing patient interactions and building lasting trust with individuals seeking care.
Education
Communications
Western Governors University
Salt Lake City, UT11.2028
HIGH SCHOOL DIPLOMA -
San Diego Education
San Diego, CA01.2016
Skills
- Empathy Training
- Data Analysis
- Time Management
- Conflict Resolution
- Team Leadership
- Customer service
- Data entry
- Problem resolution
Timeline
CUSTOMER SERVICE AGENT
Arizona State University
12.2020 - 11.2025
TECHNOLOGY SUPPORT REPRESENTATIVE
Apple Inc.
09.2015 - 12.2020
PATIENT SUPPORT REPRESENTATIVE
Scripps Lab
06.2008 - 09.2015
Communications
Western Governors University
HIGH SCHOOL DIPLOMA -
San Diego Education