Customer Service Representative Resume Examples (Text Format)
Years of Experience
- Entry-level
- Mid-career
- Senior-level
Jason Miller
(123) 456-7890
[email protected]
123 Your Street, Columbus, OH 43004
Profile
A Customer Service Representative with four years of experience, specializing in sales, communication, and client relations. Adept at delivering quality service to diverse customers and managing high call volumes efficiently to ensure satisfaction.
Key Skills
- Call Center Operations
- Communication and Client Relations
- Customer Service and Sales
- De-escalation and Conflict Resolution
Education
A. A. Marketing
Anne Arundel Community College, Maryland, Graduated 2019
Professional Experience
Customer Service Representative, ABC Company, Washington D.C.
February 2019-Present
- Manage in-person and telephone complaints and requests from more than 100 customers daily
- Perform regular assessments regarding customer complaints and provide suggestions to improve customer satisfaction and retention by 15%
- Meet or exceed customer satisfaction goals month over month
Store Associate, DEF Store, Silver Spring, MD
April 2018-February 2019
- Served more than 80 customers daily, provided assistance in locating products, and finalized sales transactions
- Supported regular and monthly inventory process and reconciled stock levels to ensure accurate counts
- Handled customer returns and complaints with patience and attention to detail
Robert Johnson
(123)-456-7890
[email protected]
123 Your Street, Columbus, OH 43004
Profile
A Customer Service Representative with six years of experience supporting sales teams and turning cancellations into satisfied customers. Recognized for exceptional communication and interpersonal skills while interfacing with diverse clientele. Proven ability to deliver high customer satisfaction ratings.
Professional Experience
Customer Service Agent, TUV Firm, Alexandria, VA
January 2017-Present
- Manage and resolve 50+ escalated customer complaints per day, processing returns, exchanges, and changes to service levels
- Train new employees on CRM software to deliver high-quality customer service
- Achieve average customer service ratings of 87%, 13% higher than the company average
Customer Support Specialist, WXY Calls, Montgomery County, MD
March 2015-January 2017
- Provided quality customer service in a high-volume call center processing transactions and assisting with service sign-ups
- Resolved an average of nearly 500 inquiries on a weekly basis while meeting all performance milestones for speed and accuracy
- Achieved outstanding customer service ratings via an external audit, earning 100% in categories such as communication, listening, and problem-solving
Education
TUV Firm Customer Service Training
Completed four 3-hour modules including topics such as:
- How to greet and transfer calls
- The importance of building rapport and how to listen
- Clarifying and managing the flow of a conversation
- Conflict resolution
- Maintaining politeness during challenging situations
High School Diploma
HIJ High School, White Marsh, MD
Skills
- Customer Service
- Client Relations
- Microsoft Office Suite
- Process Improvement
- Team Leadership
Sam Wilson
(123) 456-7890
[email protected]
123 Your Street, Columbus, OH 43004
Profile
A Senior Customer Service Professional with 10+ years of experience, specializing in continuous improvement, client relations, and cross-functional leadership. A proven track record of building strong client relationships and identifying opportunities to enhance the customer experience and improve satisfaction ratings.
Professional Experience
Customer Service Agent, Financial Firm, Alexandria, VA
January 2017-Present
- Utilize communication and interpersonal skills to reduce cancellation rates on customer calls by 30%
- Train three call center employees on using multiline telephones, active listening, and consultative sales techniques
- Improve customer satisfaction rating to 98% by identifying an opportunity to automate manual processes for simple return requests
Customer Account Representative, Answer Calls, Rockville, MD
March 2015-January 2017
- Assisted more than 75 customers daily with product locations, benefits, and ancillary items
- Memorized all product offerings to more quickly and efficiently assist customers and answer inquiries
- Tracked all customer communications to ensure account accuracy and followed up on purchases as needed
Education
High School Diploma
Acme High School, Baltimore, MD
Skills
- Customer Service
- Relationship Building
- Customer Relationship Management (CRM) Tools
- Client Relations
- Conflict Resolution
Common Key Skills and Action Verbs for Customer Service Representative Resumes
When applying to a position, the right combination of keywords is often critical be able to get past any applicant tracking systems (ATS). An ATS may only highlight a resume with enough keywords and the right action verbs, so a hiring manager may never see a resume that lacks the right phrases.
An ATS crawls through your resume, looking for specific keywords and phrases. If it doesn’t find them, your resume goes to the bottom of the pile. If it does have a good selection of keywords, it goes right to the hiring manager for consideration. Because your resume must pass both automated systems and excite the person behind the firewall, it is important to design a resume that naturally includes these phrases. The more keywords you work into your resume text, the more likely you are to land an interview.
| Key Skills & Proficiencies | |
|---|---|
| Account Management | Call Center Operations |
| Client Relations | 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 |
| Microsoft Office Suite | Process Improvement |
| Relationship Building | Retail Sales |
| Sales | Team Leadership |
| 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 Customer Service Resume
Quantify your customer service experience to feature your successes
When writing your resume, it is important to quantify your experience to give hiring managers a way to understand your skills and abilities at a glance. When pulling together bullet points for your resume, be sure to ask questions such as:
- How many customers did you help per day?
- How many products did you sell?
- How many people were in your department?
The goal is to provide concrete information that describes your performance.
Example #1
Good
Assisted more than 50 customers per day with purchasing decisions and product details to improve the customer experience, recommending sale items and earning a customer satisfaction rating 15% higher than the company average
Bad
Helped customers with sales transactions
Example #2
Good
Implemented upselling process that resulted in a 6% increase in total sales, earned certificate as Employee of the Month, and took on a mentorship role for new representatives
Bad
Offered customers additional products and made recommendations
Highlight your communication skills and ability to listen to customer needs
A customer service career requires the ability to listen to customers, communicate product information, and finalize sales or handle complaints. The ability to communicate politely and in accordance with company policies is critical for driving high customer satisfaction ratings. Include some concrete examples of your success at communication in your professional experience bullets, without ignoring the importance of concrete information.
Example #1
Good
Maintained a customer satisfaction rating 15% higher than the company average by delivering on customer needs and memorized the product catalog of more than 400 items to more rapidly assist customers
Bad
Met required benchmarks for customer satisfaction
Example #2
Good
Worked with customers on complaints, successfully avoiding service cancellation on 98% of calls and providing additional information about ancillary service
Bad
Minimized cancellation requests
How to Align Your Resume With the Job Description
Customer service positions may be more competitive over the next decade. The Bureau of Labor Statistics predicts that the economy will shrink by 4% in this industry. Automation technology plays a big role in the expected change. More companies allow customers to handle frequent tasks like returns or exchanges through a bot or via a web portal. With less need for human oversight on standard procedures, companies may not be adding as many customer service jobs.
A hiring manager might sort through dozens — or hundreds — of resumes to find a shortlist of qualified candidates. To help your resume make it to the list of resumes that lead to interview requests, be sure to include the skills and experience listed in the job description.