Resume example · Customer
Customer Service Representative resume example
Customer service is measured to the decimal, so the resume can be too: volume, satisfaction, resolution. The numbers are the difference between "handled calls" and a hire.
What we would lead with
- Volume and channel: calls, chats, tickets a day
- Quality scores: satisfaction, first-contact resolution, QA
- Anything you fixed upstream so the contact never happened
The mistake we would warn you about
"Provided excellent customer service." The phrase is on every resume in the pile and proves nothing. A satisfaction score does.
Bullet points that work for customer service representatives
Each one opens with an action verb, says what was done, and ends with a result.
- Resolved 70 contacts a day across phone and chat at a 94% satisfaction score, against a floor average of 86%.
- Achieved 82% first-contact resolution by documenting fixes for the 20 most common billing issues.
- Trained 15 new hires, cutting their time to full productivity from six weeks to four.
- Saved 120 cancelling accounts a quarter through a retention script later adopted across the team.
Skills to list as a customer service representative
Support
Phone and chat supportDe-escalationBilling disputesRetention
Tools
ZendeskSalesforceFive9
Strengths
Written communicationTyping 70 wpm