Call Center Representative Resume Examples
Years of Experience
- Entry-level
- Mid-career
- Senior-level
Jane Adams
(123) 456-7890
[email protected]
4344 Bart Street, Columbus, OH 12345
Profile
Experienced customer service professional with two years’ experience in call center and hospitality industries. Adept at handling a high volume of calls on a daily basis and dedicated to recording customer information quickly and accurately.
Key Skills
- High customer service standards
- Excellent listening skills
- Data entry and database administration
- 60 WPM typist
- Inbound call handling
Education
Customer Service Certificate
Columbus State Community College, Columbus, OH September – December 2018
Subjects Completed Include:
- Customer Service & Sales
- Negotiation
Professional Experience
Customer Service Representative, Andrews Flowers & Gifts, Columbus, OH
January 2019 – Present
- Manage inbound sales inquiries relating to products and promotions, quickly establishing rapport with customers over the phone
- Regularly exceed targets relating to call volume, sales conversion and customer satisfaction
- Display in-depth product knowledge to answer customer queries regarding products, shipping, ingredients, potential allergens and order placement
Waitress, Pete & Mary’s Diner, Lithopolis, OH
February 2017 – August 2018
- Provided excellent customer service by greeting all customers pleasantly and promptly providing menus and answering questions regarding specials, menu items and ingredients
- Used attention to detail to take each order accurately and efficiently and provided meals to correct customers
- Accurately processed payments by inputting items in register system and managed cash or credit card transactions
Douglas Washington
(987) 654-3211
[email protected]
783 Atwood Court, Bangor, ME 54321
Profile
Customer service representative with experience answering complex health insurance queries and resolving customer complaints. Routinely singled out for maintaining professionalism, patience and efficiency in high-volume environment to increase customer satisfaction and loyalty.
Professional Experience
Healthcare Call Center Representative, Langman Insurance, Bangor, ME
February 2014 – 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
- Use sound judgement to resolve billing inquiries and resolve customer complaints
- Thorough understanding of Protected Health Information (PHI) and HIPPA
Customer Service Representative, Wilson Storage, Bangor, ME
June 2012 – February 2014
- Answered 100+ inquiries daily from customers nationwide looking for storage solutions
- Used active listening skills and product knowledge to answer customer queries, upsell products, determine ideal storage unit size and location and reserve unit or arrange in-person inspection
- Collate source data including customer names, addresses, phone numbers and credit card details, and quickly and accurately enter into customer relationship management software
Education
Bachelor of Arts in Philosophy
University of Maine, Orono, ME September 2008 – June 2012
Key Skills
- Ability to multitask
- Accurate data entry
- Strong organizational skills and attention to detail
- Microsoft Office Suite
- Data entry speed: 10,000+ KPH
- Conflict resolution proficiency
- Medical terminologies and health insurance
Certifications
- Call Center Associate Certified, Management and Strategy Institute, 2017
Anna Ito
(123) 456-7890
[email protected]
6823 Vandermeer Drive, Baton Rouge, LA 87654
Profile
Customer-focused, bilingual call center professional with over 12 years’ experience in high-volume inbound and outbound call centers. Excellent communication and problem-solving skills coupled with high attention to detail and accuracy to provide each customer with a positive experience.
Professional Experience
Call Center Representative, Barton Bank, Baton Rouge, LA
April 2011 – Present
- Use excellent communication and problem-solving skills to provide solutions to banking customers
- Quickly master finance and product knowledge to be able to offer expert advice or escalate to correct departments as required
- Efficiently and accurately record customer details to ensure bank records were kept up to date and all call center agents had relevant information for additional calls
Call Center Agent, Rogers Technical Institute, Baton Rouge, LA
June 2008 – April 2011
- Made 50+ outbound calls daily to customers interested in information technology education
- Consistently exceeded key performance indicator targets regarding call length, conversion rate and customer satisfaction
- Trained four new employees on sales script recitation, product knowledge, conflict resolution and data entry practices
Education
Certificate of Technical Studies in Customer Service
Baton Rouge Community College, Baton Rouge, LA September 2006 – June 2008
Key Skills
- Call center operations
- Inbound and outbound call handling
- Excellent customer service
- Data entry
- Complaint handling and issue resolution
- Excellent communication skills
- Phone skills
- Fluent in English and Japanese
Certifications
- Call Center Associate Certified, Management and Strategy Institute, 2010
Common Key Skills and Action Verbs for Call Center Representative Resumes
Hiring managers rely on applicant tracking systems (ATS) to help them sort the large number of resumes they receive for each position. The ATS scans each resume, looking for keywords and phrases that match the company’s needs. Resumes with a larger number of skill words are more likely to be highlighted for the hiring manager, leading to an invitation to interview for the position.
| Key Skills & Proficiencies | |
|---|---|
| Ability to remain calm during emergencies | Adaptability |
| Attention to detail | Bilingual |
| Build relationships | Communication skills |
| Customer service | Data entry |
| Fluent English speaker | Inbound/Outbound Calls |
| Learning product knowledge | Listening skills |
| Microsoft Office suite | Multitasking |
| Organizational skills | Patience |
| Phone skills | Sales experience |
| Speed | Strong work ethic |
| Teamwork | Typing speed |
| Action Verbs | |
|---|---|
| Achieve | Adapt |
| Collaborate | Communicate |
| Data enter | Explain |
| Learn | Listen |
| Multitask | Organize |
| Resolve | Respond |
| Sell | Serve |
| Think quickly | Type |
Tips for Writing a Better Call Center Representative Resume
Quantify Your Call Center Accomplishments
Call centers rely on key performance indicators (KPIs) to monitor the efficiency and success of their operations. Call center agents are also assessed on a range of KPIs, which can include call duration, customer satisfaction, after-call work time and sales conversion, depending on the center. Using specific examples of how you met or exceeded previous targets gives hiring managers a clearer picture of your abilities. These figures can be KPIs from previous call center positions or more general figures that answer questions such as:
- How many calls did you take each day?
- How many sales did you make?
- How many calls were resolved satisfactorily?
Example #1
Good
Answered 75+ calls daily in a high-volume call center environment, with an average customer satisfaction rating of 95%
Bad
Answered multiple calls daily in a high-volume customer service center
Example #2
Good
Used superior sales and upselling skills to regularly exceed monthly sales targets by an average of 23% each month over 12 months
Bad
Regularly met or exceeded sales targets through advanced selling and upselling techniques
Highlight Your Communication Skills
Your ability to communicate is the biggest indicator of success in the call center industry. Call center representatives must be able to actively listen to callers to ascertain their reason for calling, ask intelligent questions to clarify issues and communicate the resolution of their problem clearly. Highlight your communication experience in the key skills or professional bullets sections of your resume, and don’t be afraid to list multiple areas of communication expertise, such as listening, developing rapport, seeking clarification and explaining concepts clearly.
Example #1
Good
Ability to actively listen and seek clarification to effectively determine best product for customer, thus increasing sales
Bad
Good communication and sales skills
Example #2
Good
Quickly developed rapport with customers, clarified problems and explained solution clearly and succinctly, leading to increased customer satisfaction
Bad
Used communication and problem solving skills to help customers
How to Align Your Resume With the Job Description
Hiring managers are looking for candidates who can be successful in the position, and most use a job description to define the skills and abilities needed to succeed. Including the skills and attributes detailed on the job description can show hiring managers you have the ability to do the job and help you stand out from other applicants.
If you’re not sure which skills and abilities to include, take a moment to study the job description. Highlight attributes that are listed first in the job description or listed more than once. These are generally the most important requirements. Compare your resume to this list, and make sure it demonstrates how you can meet these key priorities. Focus on major attributes and accomplishments and avoid copy and pasting, which can make your resume seem bland and generic.
Example Call Center Representative Job Description
Cain & Zip, Ltd., are looking for a professional, hard-working call center representative to join our team. You will provide outstanding service to our customers by answering questions, troubleshooting problems with our products and services and resolving complaints. The call center representative may handle a high volume of inbound calls and seek to provide excellent customer service with each interaction. The successful applicant will be customer-focused, detail-oriented, reliable and adaptable.
Responsibilities:
- Answering calls from clients and asking questions to clarify their needs, complaints or other issues
- Accurately recording customer information in customer relationship management (CRM) software
- Making recommendations and closing sales for products or services that may better suit customer needs
- Taking part in training and development to expand knowledge of company, products and position
- Utilize scripts, software, databases, hardware and other tools appropriately
- Meet all company targets relating to sales, customer satisfaction and call resolution
Qualifications:
- High school diploma; Associate degree in customer service or related field preferred
- Strong verbal and written communication skills
- 1-2 years of customer service experience
- Sales and upselling experience preferred
- Experience with CRM software
- Typing speed of 40 WPM or above with 98% accuracy
- High degree of attention to detail
The job description shows that the ideal candidate with have the following attributes and experience:
- Communication skills
- Customer service experience
- Sales experience
- Attention to detail
- Computer experience, especially with CRM software and databases
- Accurate data entry
- Complaint handling
- Problem solving skills
When writing your resume, make sure you include skills and experience that showcase how you meet requirements in the job description. Below is an example of how to best incorporate these attributes in your resume.
Call Center Representative Work Experience Example
Call Center Representative, Alpha Cable, Canton, OH
March 2015 – Present
- Provide high-quality customer service experience to all callers by actively listening to customer complaints and resolving problems quickly and efficiently
- Recommend upgraded or additional services that suit customer’s needs, leading to an average of $1,575 of additional sales each month
- Accurately record details of customer interactions in CRM software to ensure issues are resolved and other members of customer service team can provide quality service in the future