Call Center Resume Sample

• Seasoned call center professional with years of robust experience in providing excellent technical support and customer service to various blue-chip organisations worldwide
• Proven track record of surpassing quality standards and taking initiative to introduce strategies to streamline operations and increase efficiencies
• Strong inbound and outbound call center experience with strong technical skills and high-level proficiency in computers and automated systems. Consistent in meeting and exceeding targets
• Effective at resolving customer concerns and solidifying customer relationships
• Demonstrated strong team management skills. Excellent interpersonal and communication skills; able to coordinate and liaise effectively with people from diverse backgrounds

• Supervise team of 10 call center agents in taking calls, resolving concerns, and providing technical support to customers of key clients. [This is the perfect opening line as it speaks about size of team, and clearly states the focus of responsibility. In 1 line, the reader knows exactly the what the role is about.]
• In charge of handling company’s top corporate accounts. Manage collection of customer feedback, data analysis, and conceptualisation of new customer care strategies
• Collaborate closely with Technology team in order to assist customers resolve technical concerns. [Call center work is often about customer care, service, and support. Make sure to detail how you manage to provide these as shown in this line and below.]
• Key point of contact in identifying and solving problems. Instrumental in developing and implementing strategies such as added staff training to improve answering rate and meet overall targets
• Prepare and submit Daily Performance Reports to manager and senior executives; review agents’ performance and recommend candidates for promotions

• Managed customer complaints effectively and maintained overall SLA of 98% with less than 1% repeat complaints; resulted in high customer retention rates (attrition rate of 2%). [Cite quantifiable metrics to support your achievements. Do, however, be aware of your company confidentiality clause.]
• Played key role in developing specialized reporting for top corporate accounts
• Successfully motivated team to ensure high customer retention and awarded “Best Retention Team” by Management [Mention awards you received and promotions you earned.]
• Demonstrated excellent performance and promotion to “Assistant Manager” in 2014

• Handled and managed all aspects of delivering customer service by phone to customers of clients providing transportation and logistics services. [Simple, clear overview of the job you previously done. Notice also how the remaining bullet points are shorter.]
• Played integral role in processing, updating and managing immediate and advance booking requests from customers
• Managed phone line for fast and efficient dispatching of mechanic or towing assistance to fleet, government and private vehicles
• Assisted in handling Lost and Found Complaint line; required detailed documentation and searched for information using satellite-based programmes

• Bachelor of Arts in Communication, Vocational Training Council, Australia | 2009

• Technical Skills: MS Office Suite, basic HTML
• Languages: Fluent in English
• Availability: 2 months’ notice

References available upon request
[There’s no need to list your references; if HR is interested in you they will ask you for them.]