Call Centre Resume Sample - Customer Service Representative

A Call Centre’s Customer Service Representative’s not only performs excellent customer service duties by responding to inquiries by phone, but also a combination of semi-routine support to customers. This position also instantaneously operates across a broad range of businesses by providing superior customer service and satisfaction.

Follow the sample below to design your own customized resume sample:

Call Centre Resume Sample

7649 Central Peak - Phoenix, AZ 4890
(462) 733 – 7657, Email

To acquire a challenging position of Customer Service Representative-II at XYZ Company, offering ability to pleasantly and effectively answer and screen telephone/email inquiries from customers.

·   Highly experienced in accurately recognizing and routing calls related to:
o Suspected fraud
o Calls better suited for the Financial Institution or Client
o Disabled profiles
o Inquiries to be referred to other specific departments
·   Capable of proactively adhering to company and department procedures and policies
·   Substantial knowledge of using tools and resources available to efficiently solve problems and answering questions as they relate to login credentials and bill payment support for biller clients
·   Track record of making outbound phone calls to end-users to ensure timely resolution of open issues
·   Can effectively provide accurate solutions to a wide range of customer problems including: login credential issues, online banking and bill payment inquiries with minimal supervision
·   Thorough understanding of identifying potential system or process-related issues and escalating appropriately
·   Proven record of tracking customer inquiries using online tracking systems
·   Working knowledge of several software packages related to Call Centre Operations including enterprise software, database management and MS Office

·   Exceedingly skilled in answering customer inquiries in a friendly manner
·   Emotionally intelligent in terms of empathetically understanding and predicting customer behavior and handling them accordingly
·   Exceptionally vigilant in identifying add-on products and services available to end-users while making suggestions to customers
·   Able to remain calm, maintain pleasant voice tone and use appropriate professional language especially dealing with impatient/short-tempered and problematic customers/clients
·   Writing and speaking fluency in English, French and Spanish

·   Gained a wide range of business entity knowledge in a unbelievably short span of time as a result got ‘Employee Discounts’
·   Utilized computer and telephony technologies in  Coordinated Health Call Center and trained three newly joined employees
·   One of the top performers at State Corporation Commission Call Centre in 2011 and 2012

Jul 2009 — Feb 2013         
State Corporation Commission – Pomona, CA
Call Centre Help Desk Associate
·         Acted as first level of support for all calls related to point of sale hardware
·         Resolved equipment and software issues
·         Answered questions pertaining to transaction and batch information
·         Gathered necessary information to document
·         Maintained telephone call statistics while adhering to call quality monitoring guidelines

Nov 2005 — May 2009
Coordinated Health – Richmond, VA
Call Center Agent
·         Responded to a large volume of telephone and email inquiries from government agencies, patients, medical reps, state agents, auditors, couriers, etc. in a courteous and professional manner
·         Scheduled appointments
·         Resolved patient issues
·         Handled clinical calls and messages
·         Entered patient demographics into database
·         Processed credit card payments
·         Maintained accurate documentation

NRF Foundation – Washington, DC | 2008
National Professional Certification in Customer Service

Lakewood Senior High School –Lakewood, CO | 2004
High School Diploma

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