Call Center Representative resume sample

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Call Center Representative Template

Summary

Friendly and analytical Senior Call Center Representative with 10 years of experience handling technical and non-technical customer calls in large and small call center environments. Able to consistently exceed KPIs by using custom and pre-defined call scripts. Excellent interpersonal skills and a trained expert in conflict management. Tech-savvy, with the aptitude to ramp up on new systems and processes quickly.

Education
Mount Agnes University,
Associate of Arts in Information Technology
Graduated - May 2011
Employment History
EdgeWater Inc.
Associate of Arts in Information Technology  April 2017- Present 2018
  • Answers inbound calls for an online retailer, fielding approximately 40+ calls per shift
  • Acts as a team lead, receiving and closing escalated calls from 10 junior associates
  • Recommends process and script improvements, resulting in a 15% decrease in average call times
Western Ltd.
Call Center Associate  January 2015 - March 2017
  • Fielded inbound calls for a SaaS provider, resolving 20-30 customer calls per shift
  • Recorded all calls and actions in the call management system, ensuring that team leads and managers have an accurate understanding of call statistics
  • Walked customers through Tier I technical issues, including password resets and email verifications
Smith Construction Inc.
Call Center Associate  February 2009 - December 2015
  • Made 10+ outbound calls per day to suppliers and fielded 20+ inbound calls per shift from customers for a third-party logistics agency
  • Answered questions regarding accounts and payments while ensuring customers were satisfied with products and services
  • Resolved inbound calls in 5 minutes or less, consistently hitting 96%+ of daily call metrics
Professional Skills
High-Volume Call Handling:Expert
Conflict Management:Advanced
Customer Service:Expert
IT & Call Center Systems:Advanced
Technical Troubleshooting:Advanced
Customer Account Management:Expert
Call Center Team Lead:Advanced
Hobbies & Interests
  • Mount Agnes University – Junior IT Council
    Member (Jan ’10 – May ’11)
  • Mount Agnes University – Gamma Beta International Honors Society Member (Jan ’10 – May ’11)