Resume Example

Call Center Resume Example

A performance-focused resume highlighting call metrics and customer satisfaction ratings.

ATS-optimized format that passes screening systems
Achievement-focused bullet points with metrics
Industry-standard structure and keywords
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Michael Johnson

(555) 456-7890 | michael.johnson@example.com | linkedin.com/in/michaeljohnson-callcenter | Phoenix, AZ

Summary

High-performing Call Center Representative with 4+ years of experience handling 100+ daily customer interactions in fast-paced inbound/outbound environments. Consistently maintain 96% customer satisfaction rating and 92% quality assurance score. Proven expertise in conflict resolution, upselling, technical troubleshooting, and multi-channel support. Recognized for maintaining composure under pressure while exceeding performance metrics.

Experience

Senior Call Center Representative2022-03 – Present
TeleConnect SolutionsPhoenix, AZ
  • Handle 100-120 inbound customer calls daily for telecommunications company serving 500K+ customers, maintaining 96% customer satisfaction rating and 6-minute average handle time.
  • Resolve complex customer issues including billing disputes, service outages, plan changes, and technical troubleshooting with 88% first-call resolution rate.
  • Upsell premium services and features during customer interactions, generating $35K+ in additional monthly revenue while maintaining customer trust and satisfaction.
  • Mentor 6 new call center representatives on best practices, CRM systems, and de-escalation techniques, contributing to 25% improvement in team quality scores.
  • Consistently rank in top 10% of 80-person call center team for quality assurance scores, attendance, and customer feedback ratings.
Call Center Representative2020-06 – 2022-02
Customer Care Inc.Phoenix, AZ
  • Managed 80-100 inbound customer service calls daily for e-commerce company, addressing order inquiries, returns, shipping issues, and product questions.
  • Achieved 94% customer satisfaction rating and 90% quality assurance score while adhering to company scripts and compliance requirements.
  • De-escalated frustrated customers through active listening, empathy, and solution-focused communication, reducing escalations to supervisors by 40%.
  • Processed customer transactions including refunds, exchanges, and account updates totaling $50K+ weekly with 99.5% accuracy.
  • Recognized as "Agent of the Quarter" twice for exceptional performance, teamwork, and positive customer feedback.
Outbound Sales Representative2019-08 – 2020-05
ProSales GroupPhoenix, AZ
  • Conducted 150+ outbound calls daily to prospects and existing customers for B2C sales campaigns, achieving 25% conversion rate.
  • Exceeded monthly sales targets by 115% on average through consultative selling approach and relationship building.
  • Maintained detailed CRM records and call notes for all customer interactions, ensuring accurate lead tracking and follow-up scheduling.
  • Adapted pitch and communication style based on customer demographics and needs, resulting in positive customer feedback and referrals.

Education

Arizona State University2017-08 – 2019-05
Associate of Arts in Business AdministrationPhoenix, AZ
GPA: 3.4

Technical Skills

Key Skills: Inbound & Outbound Call Handling | Customer Relationship Management (CRM) | Conflict Resolution & De-escalation | Multi-Channel Support (Phone, Email, Chat) | Active Listening & Communication | Sales & Upselling Techniques | Technical Troubleshooting | Zendesk & Salesforce Service Cloud | Call Center Metrics & KPIs | Time Management & Multitasking | Data Entry & Accuracy | Team Collaboration

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