How To Write a Call Center Representative Resume

To create a strong call center representative resume, you’ll want to translate your day-to-day job responsibilities into achievements, such as exceeding customer satisfaction metrics or improving client retention. Emphasizing your value to your teams, customers, and organizations is the best way to make a lasting impression on the hiring manager. Throughout this guide, we’ll provide expert advice to help you craft an accomplishment-driven resume.

  • Entry-Level
  • Mid-Career
  • Senior-Level
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1. Create a profile by summarizing your call center representative qualifications

Your professional profile is often the first thing the hiring manager reads on your resume. To grab the attention of prospective employers, you want to provide a concise yet compelling snapshot of your career. In the first sentence, you should detail your job title, years of experience, and three to four specializations that align with the job posting. By highlighting your qualifications, companies can quickly determine if you are a suitable candidate upon reviewing your resume.

Senior-Level Profile Example


A Call Center Representative with seven years of experience answering complex health insurance queries and resolving customer complaints. Achieved recognition for professionalism, patience, and efficiency in high-volume call center environments. Successfully led efforts to improve customer satisfaction and loyalty.

Entry-Level Profile Example


A Call Center Representative with two years of professional experience providing quality customer service within the hospitality industry. Adept at handling high call volumes on a daily basis and identifying opportunities to enhance client satisfaction.

2. Outline your call center representative experience in a compelling list

Your professional experience section should highlight your strongest career achievements as a customer service professional. Utilizing KPIs and metrics is important here, as this allows you to show prospective employers that you have a strong track record of meeting or exceeding call center targets. Other notable contributions include training new hires or refining call center scripts. These types of details will help differentiate you from the competition during your job search.

Senior-Level Professional Experience Example


Senior Customer Service Representative, TD Bank, New York, NY

October 2015 – Present

  • Develop new scripts in collaboration with the call center manager and provide training to customer service representatives on best practices, reducing average call times from three minutes to two minutes and 30 seconds
  • Provide support to customer service representatives for escalated issues, maintaining a customer satisfaction rating of 91%-93% YOY
  • Deliver education to customers on banking products and financial services

Entry-Level Professional Experience Example


Call Center Representative, Marriott Hotel, Minneapolis, MN

May 2022 – Present

  • Achieved a customer satisfaction score of 92% and exceeded all key performance indicator targets, including call length and conversion rates
  • Fielded inquiries from existing customers and potential guests, provided support for hotel bookings and rescheduling, and successfully upsold suites
  • Communicated with empathy, patience, and understanding and identified solutions to ensure guest satisfaction and diffuse conflicts

3. List any education and certifications relevant to call center representatives

In addition to your education, consider featuring industry certifications on your resume. Although these are often not mandatory, this small detail may help set you apart from the crowded field of applicants during your job search. One option is obtaining a Certified Customer Service Specialist (CSS) credential relevant to almost any field. Another approach is to pursue a specialized certification to show your knowledge of your target industry. For example, if you worked in a call center for a bank, obtaining an entry-level certification in banking products or financial services may be beneficial.

Certifications

Template

  • [Certification Name], [Awarding Organization], [Completion Year]

Example

  • Certified Customer Service Specialist (CSS), Coursera, 2017
  • Call Center Associate Certified, Management and Training Institute, 2016

Education

Template

  • [Degree Name]
  • [School Name], [City, State Abbreviation] [Dates Enrolled]

Example

  • Bachelor of Science (B.S.) Communication
  • SEATTLE CENTRAL COLLEGE, Seattle, WA September 2012 – June 2016

4. List your call center representative-related skills and proficiencies

To ensure your resume reaches the hiring manager, you’ll need to achieve compliance with Applicant Tracking Systems (ATS). Most organizations use software algorithms to parse resumes for specific keywords that match the job description. If your resume lacks some key terms, your application may be rejected automatically. To get your resume into the hiring manager’s hands, you should incorporate key skills and terminology that matches the job posting. Below, you’ll find a list of keywords that you may encounter during your job search:

Key Skills and Proficiencies
Account Management Call Center Operations
Client Relations Communication
Conflict Resolution Continuous Improvement
Customer Relationship Management (CRM) Customer Service
Customer Solutions Customer Success
De-Escalation Techniques Inbound Calls
Microsoft Office Suite Outbound Calls
Phone Etiquette Process Improvement
Relationship Building Sales
Upselling Techniques  
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Expert Advice
Anna Berentson Recruiter Interview
Healthcare HR & Resume Contributing Expert
Anna has spent over 6 years as an in-house recruiting professional in the high-growth insurance industry. Anna started as an entry-level recruiter and 6 years later is leading her own team with a focus on candidate attraction, experience, and onboarding. She has reviewed resumes and applications for a variety of roles, spanning from sales to customer service, finance, and technology. She has experience working with hiring managers in a fast-paced, start-up environment. Anna has a passion for candidate experience and using employer branding to attract a diverse slate of candidates. She knows that recruiting and talent acquisition is always evolving and it can be hard for applicants to keep up, so she is happy to share her insights with job hunters!
1. What are the most in-demand skills for call center representatives that should be featured on a candidate’s resume? Please include both hard and soft skills.-

Regarding technical skills, many call centers have metrics their representatives must adhere to with call handling times and net promoter scores (NPS). Did you work in a call center environment? What technology and tools have you worked with (Microsoft Suite, call center software, video conferencing, etc)?

Stats around NPS can help you highlight soft skills on a resume regarding your customer service abilities. Include team or individual goals that were hit or consistency of metrics attained.

One error I see candidates make is not including the years spent in their previous roles. You don’t need the exact dates but try to include the MM/YY - MM/YY you were in a role. Longevity in past roles may be a critical factor for recruiters to remember, especially if training takes longer for their company.

2. What work experience and/or other accomplishments are hiring managers seeking in a call center representative?-

Hiring managers want to know about your past call center experience. Have you used a multi-line phone system? Have you worked in a call center or from home? How long have you spent in a customer service role, and are you looking to do this type of work long-term? 

Keep note of the metrics you have hit in previous call center environments, or be ready to speak to customer satisfaction and your conversation control tactics if you don't have stats to share. 

Hiring managers will also want to know your methods to quickly connect with customers, help them feel heard, and how to de-escalate tense situations. Be prepared to share examples of how you have approached each situation in the past. Some roles may have a script that must be adhered to, and some roles may not have any script. Help yourself stand out by being able to speak to how you practice active listening while also navigating a script or lack thereof.

If you don’t have any call center experience, determine what cross-functional experience you have that could be applicable. Be prepared to speak to moments where you went above and beyond to help a customer. Hiring managers want to see examples of exceptional customer service and how you’ve made a difference.

3. What else should a call center representative candidate be prepared to provide hiring managers besides a resume? -

Some companies require customer service assessments as a part of their interview process; usually, the exercise entails speaking with a hypothetical customer and helping them through specific scenarios. Also, a cover letter is likely unnecessary for customer service roles unless you don’t have the specific experience they’re looking for or the job posting asks for one specifically.

4. What advice would you give a call center representative candidate about their job search? -

Start by knowing your needs. What schedule are you available for, and what days and times would be a deal breaker for you to work? Many call centers are 24/7 and can be hiring for various shifts, make sure you are clear in your work availability because it may come up in the application and it will come up in the interview process. 

Consider what interests you, and then start researching companies aligned with those interests. Having a passion for a company's mission or product will only help you stand out in the call center representative interview. 

Move quickly! Don't hesitate to apply when you see a role of interest to you. In this candidate market, roles may only be posted for a few days to collect applications. Keep your resume updated and ready to share at a moment's notice.

How to Pick the Best Call Center Representative Resume Template

Using a well-organized, straightforward template is recommended for call center representative resumes. If your template features a variety of flashy colors and bulky graphics, you may inadvertently draw the hiring manager’s eyes away from your career achievements. You should also select a template that uses a top-down approach rather than splitting multiple sections across the same line of the page.

Call Center Representative Text-Only Resume Templates and Examples

  • Entry-level
  • Mid-career
  • Senior-level

Skyler Thompson
(123) 456-7890
[email protected]
LinkedIn | Portfolio
Seattle, WA 12345

Profile

A Call Center Representative with seven years of experience answering complex health insurance queries and resolving customer complaints. Achieved recognition for professionalism, patience, and efficiency in high-volume call center environments. Successfully led efforts to improve customer satisfaction and loyalty.

Professional Experience

Call Center Representative, Washington Health Insurance Inc., Seattle, WA
October 2018 – Present

  • Accurately respond to inbound phone calls using designated script, active listening skills, and extensive product knowledge to solve customer queries
  • Provide facilities, doctors, and members with accurate information regarding effective dates of coverage, claims history, medical benefits, and deductible and copay amounts
  • Field billing inquiries and resolve customer complaints quickly and accurately
  • Ensure compliance with Protected Health Information (PHI) and HIPAA regulations

Call Center Representative, Longman Storage Solutions, Seattle, WA
June 2016 – October 2018

  • Answered 100+ inquiries daily from customers nationwide looking for storage solutions
  • Utilized product knowledge to answer customer queries, upsell products, determine ideal storage unit size and location, and reserve units or arrange in-person inspection
  • Performed data entry on customer names, addresses, phone numbers, and credit card details into customer relationship management software

Key Skills

  • Call Center Operations
  • Data Entry
  • Customer Service
  • Conflict Resolution
  • Medical Terminology

Education

Bachelor of Science (B.S.) Marketing
Seattle Central College, Seattle, WA September 2012 – June 2016

Frequently Asked Questions: Call Center Representative Resume Examples and Advice

What are common action verbs for call center representative resumes?-

It’s easy to find yourself running short on action verbs during the resume-building process. In many cases, there’s only a limited number of verbs you can use to convey your professional experience and accomplishments. That being said, using a variety of action verbs can enhance the reading experience for the hiring manager and keep your content fresh. To help you out, we’ve compiled a list of action verbs you can use to craft your bullet points:

Action Verbs
Achieved Analyzed
Collaborated Communicated
Conducted Coordinated
Built Delivered
Drove Ensured
Executed Identified
Implemented Improved
Led Managed
Oversaw Performed
Planned Provided
Resolved Supported
How do you align your resume with a job description?-

According to the Bureau of Labor Statistics, jobs for call center representatives, also known as customer service representatives, are expected to decline by 4% from 2021 to 2031. This equates to about 105,300 fewer jobs. This decline is mainly due to the increase in automation. Interactive voice response and internet self-service systems are expected to increase, and many companies answer queries via social media, online help desks, and mobile apps. Despite this, over 389,400 new job openings are forecasted each year.

To secure the most lucrative opportunities, you’ll need to align your resume with the job description carefully. Suppose an organization is seeking a call center representative who excels in conflict resolution. In that case, you should provide examples of you using de-escalation techniques to calm anxious callers and maximize customer satisfaction. Tailoring your application to each job posting will significantly increase your odds of landing the interview.

What is the best call center representative resume format?-

Reverse chronological is the recommended format for call center resumes. This ensures that your most recent accomplishments are showcased toward the top of the document. Functional resumes are skill-based documents that avoid lengthy descriptions of responsibilities and achievements. Although this may seem appealing initially, it doesn’t provide prospective employers with enough information to differentiate you from the competition.

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Expert Advice
Include a cover letter with your resume
If you choose to submit a cover letter alongside your resume, you’ll want to call out the organization you’re applying to directly. If you take the time to mention something about the company’s reputation and why it draws you to apply for the position, this will show prospective employers that you’ve done your research beforehand. These small details often make all the difference during the hiring process. For more information, read our call center representative cover letter guide.

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Frank Hackett headshot

Frank Hackett

Certified Professional Resume Writer (CPRW)

Frank Hackett is a professional resume writer and career consultant with over eight years of experience. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. His approach involves creating accomplishment-driven documents that balance keyword optimization with personal branding. Frank is a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers and Career Coaches (PAWRCC).

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