Call Center Representative Resume Guide + Tips + Example

Kellie Hanna, CPRW
By Kellie Hanna, CPRW, Career Advice Expert
Last Updated: November 15, 2023
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Make your next career move with a professional call center representative resume. With our guide, you can create an effective resume for a call center representative to showcase your attention to detail, patience and service skills to present you as a desirable candidate.

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Call center representative resume example (text version)

NATALIE HILL

Miami, FL 33138
555-555-5555
example@example.com

Professional Summary

Resourceful call center representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.  

Work History

October 2019 – Current
Round Peg Customer Support – Miami, FL
Senior Call Center Representative

  • Address customer service inquiries in a timely and accurate fashion.   
  • Give accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.   
  • Cross-trained over 150 staff members in three years.   
  • Achieve a customer satisfaction rating of 95% within six months, exceeding the corporate target.   
  • Maintain accurate and current customer account data with manual forms processing and digital information updates.   

September 2015 – October 2019
Avian Computer Experts – Miami, FL
Call Center Representative

  • Properly directed 100 inbound calls daily in phone queues to improve call flow.   
  • Made reasonable procedure exceptions to accommodate unusual customer requests.   
  • Provided accurate and appropriate information in response to customer inquiries.   
  • Developed effective relationships with all call center departments through communication.   
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.   
  • Provided input to assist in the selection and implementation of a new phone system.   

June 2012 – August 2015
Togs and Tassels Womenswear – Miami, FL
Call Center Associate

  • Collected customer feedback and made process changes to exceed customer satisfaction goals.   
  • Demonstrated mastery of customer service call script within specified timeframes.   
  • Maintained over 300 records up to date at all times.   
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.   
  • Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.   

Skills

  • Troubleshooting  
  • Service and support  
  • Documentation and reporting  
  • Computer software savvy  
  • Zendesk and Live Agent proficiency  
  • Customer service  
  • Conflict resolution  
  • Critical thinker  

Education

June 2018-June 2018
Miami Dade College Miami, FL
Associate of Applied Science Business Administration

5 essentials of a top call center representative resume

  1. Contact details

    Your call center representative resume will have all the information needed to reach you for an interview in the contact details. Include your full name, city, state and ZIP code, followed by phone number and email address. Finally, add a professional website, LinkedIn profile or any other professional networking profile.

  2. Personal statement

    Also called a professional summary, this section introduces you to a potential employer as a call center representative. Use it to showcase your best skills and relevant work experience. 

    In no more than five sentences, let the hiring manager know: your years of experience, one or two job-relevant professional accomplishments and your job-related skills. Pick your best to grab the hiring manager’s attention.

  3. Skills

    The skills section highlights your competencies to perform a job as a call center representative. Use the call center representative job description for your resume by matching their skills to your own. Create a bulleted list with hard skills, like your product knowledge, troubleshooting skills and support service, and soft skills, like negotiation, communication and adaptability. 

    If this is your first job, include transferable skills from other areas like volunteering and school.

  4. Work history

    Use a reverse-chronological order format to list your previous employment. Include the company names, locations and dates of employment, and under every job, include a bulleted list of three measurable accomplishments. For example, how your negotiating skills resulted in sales, the number of calls handled in a day and timely conflict resolution 

    If this is your first job, you can include other relevant work experience, like volunteer experiences, community services, professional projects and more. 

  5. Education

    Use bullet points to create your call center representative resume’s education section.  Include the educational institution’s name, the degree conferred and graduation year. You can skip the graduation date if it has been over 10 years. 

    If you did not attend college, list your high school and any other post-high school course you’ve completed.

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Do’s and don’ts for building a call center representative resume

  • Use measurable achievements to describe your abilities and experience as a call center representative.  
  • Use action words to make an impact on your call center representative resume.
  • Tailor your resume to your target call center representative job.
  • Use keywords from the job description throughout your call center representative  resume.
  • Format your call center representative resume so that it is easy to read by ATS software and human eyes.
  • Lie about your call center representative experience and skills.
  • Boast that you’re the “best call center representative.”
  • Include irrelevant personal information, such as your ethnicity and age.
  • Add skills and experience not pertaining to a call center representative resume.
  • Forget to proofread. A call center representative resume with errors is unprofessional.

Top 4 tips for acing a call center representative interview

  1. Research the prospective employer 

    Learn about the employer’s history, goals, values and people before your call center representative interview. Being able to show that you have in-depth knowledge about a potential employer shows interest, dedication and commitment.

  2. Practice at home.

    Start by reviewing the most common interview questions, such as: 

    Search for possible interview questions, write down answers and practice with an interview partner, someone you can trust. Once you’re done, ask them for feedback and work with them to improve. Being prepared will help you have a smoother interview experience. 

    Pro tip: Practice in front of a mirror. Look at your facial expressions and body language, which hiring managers will notice.

  3. Be proactive and ask questions.

    This is also your opportunity to interview a potential employer and learn if they’re the right fit for your next career move. Prepare three to five questions for your interview. Hiring managers will expect questions, which could even improve their impression of you. 

    Here are a few examples of questions to get you started:

    • What is the day-to-day like?
    • What can you tell me about the company culture? 
    • Why did you choose this employer?
    • What tools do you provide to your representatives?
    • How do you measure performance?
    • What’s the procedure to handle difficult callers?
    • How do you support your staff through difficult calls?
    • What training do you provide and how often? 

    Remember to ask open-ended questions and give the interviewer time to answer.

  4. Gather your references.

    Stay ready by requesting references before the interview. Contact former managers and colleagues to vouch for your work ethic and skills. Explain to them where you are in the process and when they could expect to be reached. Don’t forget to ask for two letters of recommendation. If this is your first job, you can request a reference from a mentor, former professor or community leader that can vouch for your skills.

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