Call Center Resume

You need an Edge & this sample call center resume will give you the Competitive Edge you need to Land the Interview!

Whether you're applying to be a Call Center Manager or as a representative - You'll find the professional example below very useful.

Highlight your skills & qualifications - quantify yourself as a results oriented person who can get the job.

Don't forget to focus on how you can benefit the organization and provide excellent customer service! Learn how to write a call center resume by using the sample below as a guide...

Richard Jenkins
555 City Street
Anywhere, USA 12345
233-555-9876
richard@mydomain.com

SUMMARY OF QUALIFICATIONS
More than five years’ experience in call center management, with over 11 years of experience altogether. Highly skilled in training and supervision of customer service representatives. Knowledgeable in all aspects of call center management. Adept at developing and implementing policies and procedures. Proven ability to lead and direct multiple business groups. Dedication to highest levels of customer satisfaction. Able to create and conduct training programs. Highly familiar with negotiating and managing vendor and partner contracts. Outstanding presentation, motivation, and communication skills.

PROFESSIONAL EXPERIENCE
Prudential Fox and Roach, Philadelphia, PA 1999 – Present
Director of Consumer Service, Home Essentials (2000 – Present). Responsible for all call center management of four business areas, Home Essentials, Business Development, Relocation, and Internet.

• Direct team of four business area managers and more than 45 customer service representatives in arranging and carrying out set up of utilities and other services for new home owners prior to occupancy, covering tri-state territory of New Jersey, Pennsylvania, and Delaware. Team handles over 28,000 customers per year.


Notice how this call center resume quantifies skills by using numbers!


• Oversee group managers to ensure all goals and objectives met, and assist in any type of issue resolution. Act as final escalation point for any customer or vendor problems.
• Develop and implement all departmental operating procedures, incentive programs, sales policies, and representative goals.
• Lead weekly meetings with managers and customer service representatives.
• Perform all hiring, training, and ongoing mentoring.

• Achieved and maintained goal of 95% or better customer satisfaction level.
• Supervised all daily activity to ensure compliance with company business and customer service policies.
• Developed call flow strategies, and improved turnaround time by arranging EDI process with most large utility companies.
• Created and instructed training classes for representatives, and authored How-To guide for department.

• Supervised personnel in all aspects of call center operations, including credit, complaints, and general information.
• Consistently exceeded assigned goal of 90% customer service level.
• Oversaw team of customer service representatives for major energy company, handling over 5,000 calls per month.
• Acted as final escalation point, resolving major customer issues.
• Ensured representatives adhered to all public utility commission guidelines.
• Developed and implemented all departmental policies and procedures.

• Supervised trainers in classes, and in monitoring representative performance.
• Directed training for Outsourced Calls NCO Group.
• Designed and conducted all training programs.
• Reviewed, investigated, and resolved customer issues. Provided timely solutions and information.
• Maintained highest levels of customer service.

• Employee of the Month (five times), Peco Energy
• Cherry Cooper Award for Performance and Community Service, Peco Energy
• Chairman’s Recognition Award, Peco Energy