Resume

Call Center Agent Resume Example & Writing Guide

Use this Call Center Agent resume example and guide to improve your career and write a powerful resume that will separate you from the competition.

Call center agents are on the front lines of customer service, answering questions, resolving issues, and helping people feel heard. If you’re a people person who thrives in a fast-paced environment, call center work might be right up your alley.

Before you can land your dream call center position, you’ll need a resume that showcases your skills and experience in this competitive industry. Here are some tips and an example resume to help you write yours.

David Moore
Chicago, IL | (123) 456-7891 | [email protected]
Summary

Passionate customer service representative with over five years of experience in the call center industry. Excels at providing solutions and support to customers, handling complaints, and building long-term customer relationships. Driven to provide an exceptional customer experience that exceeds expectations.

Education
Chicago Vocational Career Academy Jun '08
High School Diploma
Experience
Company A, Call Center Agent Jan '17 – Current
  • Provided customer service and technical support for a variety of products, including internet, cable TV, home security systems, and wireless phones.
  • Assisted customers with account information, billing inquiries, troubleshooting issues related to services or equipment.
  • Resolved escalated calls from internal and external customers in a timely manner using available resources as needed.
  • Maintained knowledge of company policies and procedures regarding products/services offered by the company.
  • Followed all applicable quality assurance standards while performing job duties such as call documentation and follow-up actions per standard operating procedure (SOP).
Company B, Call Center Agent Jan '12 – Dec '16
  • Answered incoming calls and transferred them to the appropriate department for a smoother customer experience
  • Provided information on products, services and company policies when needed; educated customers about product features
  • Resolved billing issues by researching account history, contacting departments and applying solutions as necessary
  • Maintained positive relationships with customers through polite communication and professional behavior
  • Followed up with customers after their initial call to ensure satisfaction with resolution
Company C, Customer Service Representative Jan '09 – Dec '11
  • Processed new customer orders, price adjustments and cancellations via phone, email and web chat.
  • Assisted customers with questions about pricing, billing invoices and product availability as well as processing returns when applicable.
  • Processed vendor payments including ACH transfers, check payments and credit card transactions to ensure timely payment for deliveries.
Skills

Industry Knowledge: Sales, Customer Service, Call Center, Telephony, CRM, Communication, Microsoft Office Suite
Technical Skills: Call Center Software, Salesforce, Zendesk, Zoho CRM
Soft Skills: Communication, Customer Service, Teamwork, Focus, Attention to Detail, Time Management

How to Write a Call Center Agent Resume

Here’s how to write a call center agent resume of your own.

Write Compelling Bullet Points

Bullet points are the most important part of your resume because they’re the first thing recruiters and hiring managers will see. And they’re the best way to showcase your experience and qualifications.

So it’s crucial that you use them to your advantage. And the best way to do that is by using specific, descriptive language. For example, rather than saying you “assisted customers over the phone,” you could say you “provided customer support for over 100 customers daily, resolving issues and answering questions on behalf of company.”

The second bullet point is much more specific and provides more detail about what exactly you did and the results of your work.

Related: What Is a Call Center Agent? How to Become One

Identify and Include Relevant Keywords

When you apply for a call center agent role, your resume is likely to be scanned by an applicant tracking system (ATS) for certain keywords. This system looks for specific terms related to the position, like “customer service” and “phone skills” in order to determine whether your skills are a match for the job opening. If you don’t have enough relevant keywords on your resume, the ATS might disqualify you from further consideration.

To make sure your resume makes it past the ATS, focus on including keywords that are commonly found in call center agent job postings. Here are a few examples:

  • Customer Service
  • Telecommunications
  • Teamwork
  • Windows
  • Sales
  • Time Management
  • Phone Etiquette
  • Team Leadership
  • Communication
  • Microsoft Access
  • Customer Satisfaction
  • Sales Management
  • Organization Skills
  • Leadership
  • Data Entry
  • Social Media
  • Adobe Photoshop
  • Public Speaking
  • Call Center Operations
  • Problem Solving
  • Phone Handling
  • Call Center Technology
  • Research
  • Telephone Manner
  • Research Analysis
  • Order Processing
  • Phone Systems
  • Contact Centers
  • Phone Interviewing
  • Account Management

Showcase Your Technical Skills

As a call center agent, you use a variety of systems and programs to manage your calls and customers. It is important to list these systems and programs on your resume, as it will show that you are familiar with the tools of the trade. Some of the most commonly used systems and programs include: customer relationship management (CRM) software, call tracking software, and voice over IP (VoIP) software.

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