Call Center Resume & Guide

When you are on the hunt for a new Call Center Representative position, it is essential to check out clear and professional example resumes first.

With hundreds of other Call Center Representatives looking for a new job every day, you want to make sure your resume stands out by being both informative and intriguing. Have a look at our 2020 Call Center Resume & sample guide.

Call Center Resume Examples

Or download these resume examples in PDF at the bottom of this page for free

The Call Center Resume Writing Guide

What to Highlight

No matter how long you have been working as a Call Center Representative, there are some key things that every employer wants to see on your resume.

Since a Call Center Representative’s job is very metrics-driven, potential employers want to know what your average call times are, how many calls you took per day, and what your first call resolution rates were. They also want to know what level of the call center you are comfortable working on, for example, if you were the first person a customer would talk to (L1) or if you received escalated or complex calls (L2 / L3).

Next, an employer wants to see what type of environment you were in, including the number of people in the call center and the industry. There is a big difference between working alongside five coworkers versus working alongside 500 other representatives.

Lastly, an employer wants to know what kind of issues you were dealing with on your calls. Did customers call you to discuss billing issues? Or did they call to inquire about new products or services? Be as concise as you can and explain all of the types of calls you are familiar with fielding.

Resume Sections

1. Contact Information:
Name, Address, Email, Phone Number, Nationality

2. Profile:
1 – 3 sentences giving a broad overview of your profession, years of experience in the industry, and specific areas of specialty (ex. Billing, Products & Services, Technical Troubleshooting)

3. Employment History:
Showcase your employment history and include a list of your daily responsibilities. If you are new to being a Call Center Representative, you can add other employment (ex. Server, Sales, etc.) to show you have work experience. If you have been in the industry for a while, only include your Call Center Representative experience.

4. Education/ Certifications/ Coursework/ Training:
It is not necessary to have more than a high school diploma to be a Call Center Representative. If you have a degree, list it here. You can also add any special training or certifications that you have received.

5. Key Skills:
List of key skills that you possess. These should reflect the key skills that are listed as required in the job postings you are applying for.

6. Languages:
This is very important for Call Center Representatives. List all languages you can speak, including your level of proficiency.

Call Center Representative Job Description & Responsibilities

No matter how long you have been a Call Center Representative, try incorporating these responsibilities under your employment history:

  • Answering inbound calls in a friendly and courteous manner
  • Using the appropriate dialing systems to make outbound customer/ client calls
  • Discussing billing or technical issues with a customer, researching the issues, and providing the appropriate solutions
  • Informing customers about additional products and services
  • Following the conversational script
  • Escalating customer calls to supervisors when needed
  • Improving customer retention through specialized programs and services
  • Utilizing proprietary software systems to complete service orders and requests
  • Answering customer questions regarding services, products, billing, claims, and equipment
Call center workers calling

Quantifying Your Resume

Employers love numbers because it makes your experience feel more tangible. When writing your resume, if you can answer the questions, “How much?” or “How many?”, you should include that number. For instance:

  • How many calls did you field per shift?
  • What was your average call time?
  • What was your first call resolution rate?

The Importance of Soft Skills

When it comes to Customer Service Representatives, soft skills are of the utmost importance. You are, in essence, the face and voice of a company, so employers want to know that you will give their customers a professional and pleasant experience. To show employers that you have the soft skills they are looking for, try to incorporate these into your profile, key skills, and cover letter sections:

  • Written & Verbal Communication
  • Friendly
  • Engaging
  • Professional
  • Patient
  • Organized
  • Approachable
  • Pleasant
  • Personable
  • Competent
  • Process-Oriented

Keywords for your Resume

Never make your employment history sound like a massive list of tasks. Instead, help potential employers envision you performing the job by using these Call Center Representative-specific action verbs:

Calling AnsweringTroubleshooting
Evaluating OfferingScreening

We picked for you a wonderful Locksmith Cover letter to use or to get inspired!

Call Center Resume Downloads in PDF

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