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
A Call Center Representative with two years of professional experience providing quality customer service within the hospitality industry. Adept at handling a high volume of calls on a daily basis and recording customer information quickly and accurately.
Key Skills
- Customer Service
- Call Center Operations
- Communication
- Client Relations
- Data Entry
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 related to products and promotions and quickly establish rapport with customers over the phone
- Regularly exceed targets related to call volume, sales conversion, and customer satisfaction by building relationships with clients
- Utilize 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 quality service to guests, ensured a pleasant dining experience and atmosphere, and fielded inquiries on menu items and ingredients
- 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
A Call Center Representative with eight 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 and led efforts to improve 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
- Field billing inquiries and resolve customer complaints quickly and accurately
- Thorough understanding of Protected Health Information (PHI) and HIPAA
Customer Service Representative, Wilson Storage, Bangor, ME
June 2012 – February 2014
- 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 unit or arrange in-person inspection
- Performed data entry on customer names, addresses, phone numbers, and credit card details into customer relationship management software
Education
Bachelor of Arts in Philosophy
University of Maine, Orono, ME September 2008 – June 2012
Key Skills
- Call Center Operations
- Data Entry
- Customer Service
- Conflict Resolution
- Medical Terminology
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
A customer-focused, bilingual Call Center Professional with 10+ years of experience in high-volume inbound and outbound call centers. A proven track record of interfacing with diverse clientele and identifying opportunities to improve the customer 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
- Conducted 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
- Customer Service
- Data Entry
- Communication
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 | |
|---|---|
| Account Management | Call Center Operations |
| Client Relations | Client Communication |
| Conflict Resolution | Consultative Sales |
| Continuous Improvement | Cross-functional Collaboration |
| Customer Relationship Management (CRM) | Customer Satisfaction |
| Customer Service | Customer Solutions |
| Customer Success | De-escalation Techniques |
| Inbound/Outbound Calls | Microsoft Office Suite |
| Phone Etiquette | Process Improvement |
| Relationship Building | Retail Sales |
| Sales | Team Leadership |
| Verbal Communication | |
| Action Verbs | |
|---|---|
| Analyzed | Assisted |
| Collaborated | Communicated |
| Conducted | Coordinated |
| Delivered | Developed |
| Drove | Enhanced |
| Evaluated | Fielded |
| Led | Managed |
| Oversaw | Performed |
| Provided | Resolved |
| Supported | |
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 section 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
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 100,000 fewer jobs. This decline is mainly due to the increase in automation. The use of interactive voice-response and internet self-service systems is expected to increase, and many companies answer queries via social media, online help desks, and mobile apps. Despite this, job prospects remain good due to people leaving the industry.
If you’re not sure which skills and abilities to include on your resume, 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.