Resume

Call Center Representative Resume Example & Writing Guide

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

Call center representatives are the first point of contact for many companies, helping customers with questions or issues related to their products or services. They’re also the most visible part of a company’s customer service efforts. So it’s important that call center representatives are friendly, knowledgeable, and willing to go above and beyond to help people.

If you’re looking for a job that allows you to build relationships with people from all over the world while also providing meaningful support, then call center representative might be the perfect role for you. Follow these tips and resume example to write an outstanding call center representative resume that hiring managers will love.

Michael Garcia
Los Angeles, CA | (123) 456-7891 | [email protected]
Summary

Customer-focused call center representative with five years of experience providing world-class service to consumers. Proven track record of delighting customers through providing solutions and going above and beyond to resolve issues. Seeking an opportunity to use skills and experience in a customer-centric organization.

Education
Oakland Technical High School Jun '08
High School Diploma
Experience
Company A, Call Center Representative Jan '17 – Current
  • Provided customer service and technical support for a variety of products to customers in the U.S. and Canada via phone, email, chat, or web-based contact center systems.
  • Assisted with troubleshooting issues related to software applications, hardware devices, networks, etc., as well as providing general product information such as features & benefits.
  • Documented all calls using Salesforce CRM system and ensured that all escalations are handled appropriately per company escalation procedures.
  • Maintained knowledge of current technology trends within assigned vertical markets (i.e., healthcare) and used this knowledge when interacting with customers regarding new technologies or enhancements to existing solutions/products available from the company’s portfolio of offerings.
  • Participated in cross-functional teams focused on improving processes across the organization and worked closely with other departments including Product Management, Engineering, Marketing, Finance, Legal & HR to ensure effective execution of projects / initiatives impacting the business unit(s).
Company B, Call Center Representative Jan '12 – Dec '16
  • Provided excellent customer service to all customers by listening carefully and responding in a timely manner
  • Answered incoming calls, transferred them to the appropriate department or representative and documented call details
  • Maintained an accurate record of transactions for each customer interaction; this increased efficiency 40%
  • Ensured that company policies were followed at all times (i.e., dress code, time off requests, etc.)
  • Achieved 95% first-call resolution rate through effective communication with customers and colleagues
Company C, Customer Service Representative Jan '09 – Dec '11
  • Operated at a fast-paced customer service desk and organized or addressed between 100 to 200 incoming customer requests per hour.
  • Posted messages on bulletin boards, made announcements over the intercom system and assisted with special projects as directed by management.
  • Performed other duties as assigned by management and maintained safety awareness regarding job hazards.
Skills

Industry Knowledge: Salesforce, Zendesk, Sales, Support, Troubleshooting, Customer Engagement, Teamwork, Time Management
Technical Skills: QuickBooks, Salesforce, Zendesk, Microsoft Office Suite, Google Drive, SalesforceIQ, Zoho CRM
Soft Skills: Communication, Teamwork, Time Management, Critical Thinking, Problem Solving

How to Write a Call Center Representative Resume

Here’s how to write a call center representative 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 important to use them to their full potential. And that means using them to describe your accomplishments and results. So rather than saying you “answered customer questions,” you could say you “answered more than 100 customer questions per day, resulting in a 95% satisfaction rate.”

The second bullet point is much stronger because it provides specific details about what you did and the outcome of your work.

Identify and Include Relevant Keywords

When you apply for a call center job, your resume is likely to go through an applicant tracking system (ATS). This system will scan your resume for certain keywords related to the position you’ve applied to. If your resume doesn’t have enough relevant keywords, the ATS might not forward it to a recruiter.

To increase your chances of getting an interview, make sure to include call center keywords throughout all of the sections of your resume. Here are some of the most common call center keywords:

  • Call Center
  • Teamwork
  • Time Management
  • Customer Service
  • Microsoft Access
  • Communication
  • Phone Etiquette
  • Leadership
  • Sales
  • Social Media
  • Team Leadership
  • Organization Skills
  • Problem Solving
  • Contact Centers
  • Telecommunications
  • Customer Satisfaction
  • Research
  • IBM Watson
  • IBM Cloud Computing
  • Adobe Photoshop
  • Sales Management
  • Negotiation
  • Public Speaking
  • Phone
  • Windows
  • Leadership Development
  • Marketing
  • Cooperation
  • Teaching
  • Customer Relationship Management (CRM)

Showcase Your Technical Skills

Call center representatives use a variety of software and systems to do their jobs effectively. They need to be familiar with customer relationship management (CRM) software, which allows them to track customer interactions and interactions with other members of the team. Additionally, call center representatives need to be proficient in the use of call recording software, which allows them to track and analyze customer interactions.

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