Call Center Representative Resume Examples

According to the Bureau of Labor Statistics, jobs for call center representatives, also known as customer service representatives, are expected to decline by 2% from 2018 to 2028. This equates to more than 51,000 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.

The decrease in positions may lead to an increase in competition for available jobs. A strong resume can help you stand out from other job applicants and increase your chances of being invited for an interview. Below are downloadable resume examples for experienced and entry-level job seekers and sound advice on how to write a better resume and fit your resume to a specific job description.

Downloadable Resume Examples

No Experience

Example #1 No Experience

2-3 Years

Example #2 2-3 Years

5-10 Years

Example #3 5-10 Years

10+ Years

Example #4 10+ Years

Call Center Representative Resume Examples

Years of Experience
  • No Experience 0
  • 2-3 Years 2-3
  • 5-10 Years 5-10
  • 10+ Years 10+

Mateo Hernandez
(123) 456-7890
[email protected]
12457 Wendig Place, Seattle, WA 74839

Profile

Recent college graduate with a background in customer service well-suited to the position of call center representative. Friendly and outgoing with the ability to quickly build relationships with customers. Strong technical skills with databases and customer relationship management software.

Key Skills

  • Attention to detail
  • Database use and administration
  • Fluent in English and Spanish
  • Excellent communication and customer service skills
  • Quick learner

Education

Bachelor of Arts in Communication and Media
Seattle University, Seattle, WA September 2015 – June 2019

Courses Completed Include:

  • Spanish
  • Interpersonal communication
  • Strategic communication

Professional Experience

University Book Store, Seattle, WA
September 2015 – Present

  • Maintain in-depth and up-to-date product knowledge to answer customer queries regarding books for specific courses or areas of research
  • Learn and operate variety of computer systems, including check out systems, book and catalog databases and stock ordering software
  • Use attention to detail to restock shelves quickly and accurately

Seattle University Library, Seattle, WA
September 2015 – Present

  • Problem solve customer issues regarding computers, technology, catalog searches and databases
  • Maintain professionalism, accuracy and patience when managing high volume of customer inquiries
  • Use multitasking, organizational and time management skills to manage wide range of tasks with competing priorities and deadlines

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