Lead Customer Service Representative Resume Example & Writing Guide

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

Customer service is one of the most highly sought-after job titles out there. It’s a field that offers plenty of opportunities for growth and advancement, so it’s a great place to start if you’re just beginning your career.

If you’re ready to land your dream customer service job, you’ll need a resume that showcases all your relevant experience and skills. Here are some tips and an example to help you write yours.

Michael Garcia
Phoenix, AZ | (123) 456-7891 | [email protected]

Seasoned customer service representative with over 10 years of experience in a client-facing role. Proven ability to delight customers through providing solutions and recommendations that exceed expectations. Driven to maintain high customer satisfaction rates and net promoter scores.

GateWay Community College Jun '10
A.A.S. in Business Administration
Company A, Lead Customer Service Representative Jan '17 – Current
  • Managed a team of CSRs to ensure the highest level of customer service and satisfaction.
  • Provided coaching, feedback, and recognition for performance improvement.
  • Trained new hires on company policies and procedures as well as product knowledge.
  • Assisted with special projects such as training videos or process improvements when needed.
  • Maintained an open line of communication between management and employees by sharing information regarding goals, objectives, etc…
Company B, Lead Customer Service Representative Jan '12 – Dec '16
  • Provided customer service for a variety of products and services, including travel reservations, hotel stays and car rentals
  • Answered phone calls from customers with questions about their accounts or general inquiries
  • Maintained records on all transactions to ensure that the company was in compliance with regulations
  • Achieved high satisfaction ratings among customers by providing excellent customer service skills and maintaining positive attitudes
  • Resolved complaints quickly and efficiently through effective communication techniques and problem-solving abilities
Company C, Customer Service Representative Jan '09 – Dec '11
  • Answered inbound customer service calls and provided resolution to customer inquiries in a timely and professional manner.
  • Escalated customer service issues to supervisor when necessary.
  • Maintained up-to-date knowledge of company products and services to provide accurate information to customers.
  • Certified Customer Service Professional
  • Certified Call Center Professional
  • Certified Quality Assurance Professional

Industry Knowledge: Retail, B2C, B2B, E-Commerce, CRM, Telemarketing
Technical Skills: Salesforce, SugarCRM, Zendesk, Microsoft Office Suite, Typing
Soft Skills: Client Relations, Problem Solving, Teamwork, Time Management, Attention to Detail, Communication

How to Write a Lead Customer Service Representative Resume

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

Write Compelling Bullet Points

The best way to make your resume stand out is to include specific details about your experience. So rather than saying you “provided customer service,” you could say that you “provided customer service for 20+ customers daily via phone, email, and social media, resolving issues and answering questions to achieve a 97% customer satisfaction rate.”

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

Identify and Include Relevant Keywords

When you submit your resume for a lead customer service representative role, it’s likely that it will go through an applicant tracking system (ATS). This software is designed to search for certain keywords in order to determine whether or not you’re a fit for the job. If your resume doesn’t include enough of the right terms, your application might not make it past the initial screening process.

One way to make sure your application makes it past the ATS is to include relevant keywords throughout all the sections of your resume. You can find a list of common lead customer service representative keywords below:

  • Customer Service
  • Teamwork
  • Time Management
  • Sales
  • Customer Satisfaction
  • Customer Experience
  • Communication
  • Microsoft Access
  • Customer Relationship Management (CRM)
  • Social Media
  • Leadership
  • Research
  • Organization Skills
  • Critical Thinking
  • Sales Management
  • Problem Solving
  • Interpersonal Skills
  • Data Entry
  • Phone Etiquette
  • Banking
  • Credit
  • Loans
  • Retail Banking
  • Credit Analysis
  • Commercial Banking
  • Mortgage Lending
  • Portfolio Management
  • Loan Origination
  • Financial Analysis
  • Treasury

Showcase Your Technical Skills

As a lead customer service representative, you will need to be proficient in a variety of software programs and systems in order to effectively do your job. These might include customer relationship management (CRM) software, live chat software, and help desk software. Additionally, you will need to be familiar with Microsoft Office Suite (Word, Excel, PowerPoint) and Google Suite (Gmail, Docs, Drive, Calendar). Being able to list your level of expertise in each of these areas will show that you’re a valuable asset to any company.


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