Friendly and proficient Inbound Customer Service Agent with 12+ years of exceptional customer service experience. Proven track record as an effective liaison between companies and their clients, with a solution-focused mindset in addressing the needs of callers in a confident, poised and professional manner. Consistently outperform the EMS team average by maintaining a +90% or higher customer satisfaction rate and acing new product knowledge with 100% accuracy.
09/2015 - 09/2019, Customer Service Agent, EMS Call Center, Los Angeles
- Adopt a proactive, problem-solving mindset to determine the needs of 80 customers on average per shift and effectively respond by researching, locating, and relaying the correct information.
- Maintain the call center database by collecting and recording information for all 14 customer service agents assigned to the same shift.
- Collaborate with manufacturers and vendors to provide answers to customer questions, with monthly customer service satisfaction ratings averaging 90% to 96%.
- Named agent of the month 12 times since being hired.
10/2013 - 09/2015, Customer Service Agent, Xylo Corporation, Santa Barbara
- Helped to maintain and increase customer loyalty by placing follow up calls and expressing consideration for customers.
- Achieved a customer satisfaction rating of 97% within 8 months of employment.
- Named “Outstanding Customer Service Agent” award five times.
08/2011 - 10/2013, Front Desk Associate, Hilton, Arizona
- Managed a group of four associates, helping promote the Hilton brand by providing outstanding customer service.
08/2008 - 05/2012, B.S. in Communications, Arizona State University, Tempe
09/2004 - 05/2008, High School Diploma, Tempe High School, Tempe
- Excellent Communication Skills
- Patience
- Fast Typing Skills
- Resourceful
- Bilingual
As a call center agent, you are the voice of your company. You may be the first human a customer has had contact with, or you may be dealing with a customer who has had an unsatisfactory experience. In either case, your goal is a positive outcome by the end of the call.
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Your resume is a great place to show that you know how to give people what they want. In fact, the key to your job hunt will be to create a resume that shows employers that you have what they want.
How do you craft your skills, employment history and personality into a document that gets you that all-important interview?
This guide and and our resume examples are designed to do just that by covering these aspects of your job hunt:
- What does a call center agent do?
- The best format for a call center agent resume
- Overall tips and tricks for crafting your resume
- Advice for writing each section of your resume (summary, work history, education, skills)
- Professional resume layout and design hints.
What does a call center agent do?
Call center agents are customer service professionals who act as liaisons between companies and potential clients. Depending on your job, you may handle outgoing calls to schedule appointments or respond to customer requests or complaints. Your goal? Provide optimal customer service and customer satisfaction with every phone call.
To be a successful call center agent, you should be well versed in the company’s products and policies so that you can offer solutions that will leave you with a happy customer and a happy boss.Profile Summary Example
Highlight your biggest accomplishments and attributes here. Remember to use as many powerful action verbs and job specific information as you can. Call Center Agents play a vital part in the success of many companies, so highlighting your key attributes that prove your qualifications and accomplishments here is crucial.
How can I assist you today?
Call center agents need a cache of polite phrases to use with customers. Here are some recommended phrases you should add to your work repertoire:
- That’s a great question! Let me find out for you.
- I understand how frustrating (upsetting, worrying, etc.) that is!
- Can you give me a few more details?
- Thanks for your patience.
- I completely understand why you’re making that request.
A customer’s impression of a company may depend solely on their interactions with call center representatives. As such, they help to strengthen the relationship between the company and existing clients, while also working to form new ones.
The bad news is that demand for customer service representatives is expected to drop by 2% from 2019-2029. The good news is that without any higher education, you can earn a salary higher than the minimum wage. The median pay for call center reps is $17.23 an hour, the U.S. Bureau of Labor Statistics (BLS) reported.
How to write a call center agent resume (tips and tricks)
Before you begin writing, it’s important to know what sections compose your call center agent resume.Your CV should contain the following elements:
- The resume header
- The resume summary (aka profile or personal statement)
- The employment history section
- The resume skills section
- The education section
Successful customer service as a call center agent requires just the right tone. So does your resume. In fact, the tone of your resume should echo your tone as a friendly, helpful voice on the call. If you have any doubts, of course you must err on the side of professionalism.
Your goal is to show off your excellent communication skills, while explaining to your customer (in this case, your prospective employer) how you can help.
Why personalize your call center agent resume?
Every resume should be personalized. Why? The simple answer is that every job is different. Tailoring your resume is particularly important for a call center agent because you need to demonstrate that you understand the company’s image, products and style to accurately represent them to a customer.
But that’s not the only reason to tailor your resume: Applicant Tracking Systems (ATS) are your other reason for making the effort.
What is an Applicant Tracking System?
This software is used by human resources departments to scan and sort job applications. The ATS uses algorithms to rank resumes based on information such as keywords and phrases tagged to the job. Only the top-ranking resumes make it into the hands of a person. Therefore, it’s in your best interest to get those keywords and phrases that are found in the job listing into your resume (if appropriate, of course).
For additional tips and advice, you can check out the closest job role resume example - Customer service representative.
Best format for a call center agent resume
The traditional format for a call center agent resume is shared with most entry-level positions (and most jobs in general) - the reverse chronological.
This resume format is defined by your employment history section in three aspects:
- Your employment history lists jobs from most recent to oldest
- This same section is the largest and most prominent on your resume (in terms of space and text)
- Each past job has a bullet point list of duties and/or achievements written out beneath it.
However, if you are just starting out on the job market (for example as a recent graduate) you might want to opt for the functional or combined resume format meaning: you can move up other sections (such as your education or skills if they show you in a better light) upwards on the resume. If you don't have much work experience to brag about, renaming your employment history section to "experience" and listing part-time gigs or personal projects is also an option.
With any resume, the goal is to show yourself in the most winning way possible. If that's best accomplished by emphasizing your education or list of abilities and qualities - go right ahead!
Call center agent summary example: your friendly introduction
Your call center agent summary, or profile, is your chance to illustrate your helpful nature and communication skills. You won’t get a chance in the more strictly formatted sections of your resume, so take advantage of these 100 or so words.
You will probably be asking the question: How can I help you today? Quite often when you get the job, but for now, it’s the question you are answering. Use your summary to show off your biggest customer service success and choose in a few strong words to describe your personality and skills.
Data and details go a long way toward making your case. If you can point to how many satisfactory customer interactions you had per day, week or month, use that! Or, tell the story of one particularly difficult case you resolved.
Read the call center agent resume example below for an idea of what a summary may sound like.
Experienced and driven call center agent with a proven track record of helping to lead companies to further success with effective marketing and superb customer service skills. Possesses excellent communication skills, allowing for the cultivation of positive and mutually beneficial business relationships. A passion for providing top rated assistance to clients while constantly striving to honor the mission of a company. A leader with an outgoing attitude perfect for acting as a liaison between clients and the company.
For a different take on writing resume summaries (profiles), you can review office-related administrative positions that are likely to have similar experience and skills: the Personal assistant , Receptionist or Office assistant.
Employment history example: dial into your achievements
Whether you’ve had one previous job or many, you’ve honed your customer service skills along the way. Your Employment History section should be a record of that growth. Use each bullet point to give hiring managers an idea of what you will bring to the job.
If you are entering the job market for the first time, congratulations! You can focus more on your education, but here you can list any volunteer work, casual jobs or positions of responsibility in clubs or organizations. Think in terms of the skills that will be applicable to the position you desire.
How important are call center agents? In answer to the question: “Have you ever stopped doing business with a brand due to poor customer service?” 61% of respondents said yes, according to the “State of Global Customer Service Report.”
Use this resume sample text for an employment history as a starting point.
- Provided customers with quality assistance through phone calls, emails, and internet chats.
- Accurately verified information and updated information databases as necessary.
- Offered new services based on the needs of a customer.
- Discussed promotions, products, and anything pertaining to better and more satisfactory service for the customer.
- Showed a clear understanding of departments and their procedures.
- Redirected calls as needed and worked with my supervisor to address any outstanding issues or concerns.
- Continually sought to promote the mission and brand of AT&T by providing excellent customer service at any opportunity.
Skills section example
Your skills section is designed to highlight your abilities so that busy recruiters can scan quickly to see if you have what they are looking for. As a call center agent, you need many more skills than simply a friendly phone voice or the ability to listen.
Scan the job listing to confirm what is important to your potential employer and make sure you list all the skills you have that match.
A secondary reason your skills section carries weight is that it tells hiring managers what attributes you believe are important to highlight.
Here are nine skills you’ll need to be a great call center rep:
- Ability to retain company information
- Detail orientation
- Organization
- Flexibility
- Friendliness
- Calm under pressure
- Excellent communication
- Speed
- Creativity*
*Source: TalkDesk
This resume sample text shows the succinct way you should develop your skills section.
- Excellent Communication Skills
- Wonderful Phone Etiquette
- Patience
- Troubleshooting
- Sales and Marketing
Education section example
Your education section is a simple listing of your degrees. Much of your call center agent training will come on the job as each company has its own system for handling customers. You will also need to learn about products and services offered. Therefore, getting that call center job generally does not require any higher education. A high school diploma will get your career off the ground.
In this section of your call center agent resume, list all your degrees and certifications. Any honors or distinctions should be noted here as well.
Below is a resume example formatting for your education section.
- 2004-2008 NYU, Bachelor of Communications NY, NY 2000-2004
- St. Barnabas High School, High School Diploma NY, NY
Resume layout and design: first impressions
Just as you are a representative of the company for which you work, your call center representative resume is a representative of your professional self. What impression do you want recruiters to come away with? Clean, neat, organized, detail-oriented? Yes!
Here are some tips to do so:
- Keep your design simple (avoid graphics, pictures and too much color)
- Leave ample white space to avoid a cramped look
- Use standard section headings to make it easy for recruiters to find what they need
- Make your contact information stand out
- Have a trusted friend or colleague proofread to avoid spelling or grammatical errors that will disprove your detail-oriented nature
- Match your cover letter format (check out ours here) to your resume
- Try one of our expert-approved resume templates to take the guesswork out of formatting.
Key Takeaways
- Call center agents are a key part of the team and the voice of the company, so they must adjust their tone and style to project the right image.
- Your friendly nature and excellent communication skills will help you craft a winning resume.
- Personalize your call center agent resume to show you understand the company’s image and to rank higher with the ATS.
- Use the online resume maker as a way to make your life easier and the job application process - faster!
