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call center agent: Resume Samples & Writing Guide
Professional Summary
Highly experienced call center agent with extensive knowledge of IT processes and procedures. Proven ability to provide efficient customer service and technical support.
Employment history
Lead Call Center Agent, Microsoft Redmond, Washington
May 2013 – Present
- Identify and escalate priority issues
- Research required information using available resources
- Analyze customer needs and provide appropriate solutions
Call Center Agent, Accenture New York, New York
November 2012 – April 2013
- Handle customer inquiries and complaints in a professional manner
- Identify and suggest possible improvements in customer service processes
- Follow up on customer interactions
Jr. Call Center Agent, Intel Santa Clara, California
November 2011 – October 2012
- Process orders, forms, and applications
- Follow up on customer interactions
- Analyze customer needs and provide appropriate solutions
Education
University of Texas at Austin, Austin, Texas
Master of Science in Computer Science, September, 2011
University of Texas at Austin, Austin, Texas
Bachelor of Science in Network Engineering, September, 2007
Skills
Problem Solving
Quality Assurance
Stress Management
Reporting
Debugging
System Administration
Software
Cybersecurity
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Employment history
Chief Call Center Agent, Dell Technologies Round Rock, Texas
May 2018 – Present
- Provide product and service information to customers
- Handle customer inquiries and complaints in a professional manner
- Identify and escalate priority issues
Associate Call Center Agent, Accenture New York, New York
December 2016 – April 2018
- Identify and suggest possible improvements in customer service processes
- Participate in team meetings to discuss customer service issues and solutions
- Follow up on customer interactions
Entry Level Call Center Agent, Microsoft Redmond, Washington
December 2015 – November 2016
- Identify and escalate priority issues
- Research required information using available resources
- Follow up with customers to ensure their technical issues are resolved
Education
University of Illinois at Urbana, Champaign, Illinois
Certified Ethical Hacker (CEH), October, 2015
Skills
Listening
Technical
Professionalism
Visualization
Programming
Cybersecurity
Systems Analysis
VoIP
Professional Summary
Highly motivated and experienced Call Center Agent with a strong background in Information Technology. Proven track record of providing exceptional customer service and technical support to a wide variety of clients.
Employment history
Chief Call Center Agent, Oracle Redwood City, California
April 2013 – Present
- Process orders, forms, and applications
- Maintain a high level of customer service
- Document all call information according to standard operating procedures
Associate Call Center Agent, Dell Technologies Round Rock, Texas
October 2011 – March 2013
- Process orders, forms, and applications
- Follow up on customer interactions
- Troubleshoot technical issues and provide solutions
Entry Level Call Center Agent, Google Mountain View, California
May 2010 – October 2011
- Provide product and service information to customers
- Follow up with customers to ensure their technical issues are resolved
- Identify and suggest possible improvements in customer service processes
Education
Massachusetts Institute of Technology, Boston, Massachusetts
Bachelor of Science in Cyber Security, March, 2010
Skills
Process Improvement
Self-Motivation
Emotional Intelligence
Technical
Software
Systems Analysis
IT Infrastructure
VoIP
Employment history
Lead Call Center Agent, Google Mountain View, California
January 2018 – Present
- Document all call information according to standard operating procedures
- Identify and escalate priority issues
- Identify and suggest possible improvements in customer service processes
Call Center Agent, Dell Technologies Round Rock, Texas
January 2017 – December 2017
- Follow up with customers to ensure their technical issues are resolved
- Handle customer inquiries and complaints in a professional manner
- Update customer information in the customer service database
Junior Call Center Agent, HP Palo Alto, California
July 2016 – December 2016
- Analyze customer needs and provide appropriate solutions
- Follow up on customer interactions
- Research required information using available resources
Education
Georgia Institute of Technology, Atlanta, Georgia
Doctor of Philosophy in Information Technology, May, 2016
Georgia Institute of Technology, Atlanta, Georgia
Bachelor of Science in Computer Information Systems, May, 2012
Skills
Computer Literacy
Collaboration
Troubleshooting
Strategic Thinking
Hardware
Software
Technical Support
Cybersecurity
Employment history
Chief Call Center Agent, HP Palo Alto, California
October 2016 – Present
- Update customer information in the customer service database
- Follow up on customer interactions
- Identify and escalate priority issues
Call Center Agent, Google Mountain View, California
March 2016 – September 2016
- Monitor customer service calls to ensure quality standards are met
- Follow up on customer interactions
- Analyze customer needs and provide appropriate solutions
Junior Call Center Agent, Microsoft Redmond, Washington
September 2015 – March 2016
- Process orders, forms, and applications
- Troubleshoot technical issues and provide solutions
- Participate in team meetings to discuss customer service issues and solutions
Education
Carnegie Mellon University, Pittsburgh, Pennsylvania
Doctor of Philosophy in Network Engineering, July, 2015
Carnegie Mellon University, Pittsburgh, Pennsylvania
Bachelor of Science in Software Engineering, July, 2011
Skills
Coaching
Reliability
Database Management
Flexibility
Troubleshooting
Cybersecurity
Hardware
VoIP
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call center agent Job Descriptions; Explained
If you're applying for an call center agent position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers.
When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.
36
call center agent
- Presenting the company’s products and how to obtain them over the phone, to provided leads, who may become potential clients.
- Dialing at least 200 numbers a day.
- Keeping track of the numbers of times, the specific time, and the outcome of every phone call to any lead, and making sure to call back on time when asked to do so.
- Keeping and reminding clients if,when, and how they need to settle a payment.
37
call center agent
- Answering inquiries related to customers’ accounts and credit cards balances, transactions, and holds
- Following up with customers’ cases with different internal parties after receiving the calls
- Coordinating with branches, operations teams and other departments to insure providing best service to customers
- Cross selling and following up with the customers and branches till finalizing the deals
38
call center agent
- Manages inbound calls and customer service inquiries
- Identifies and assesses customers’ needs
- Provides product/services information by utilizing multiple resources
- Builds trust with clients and customers through honest and caring customer support
- Troubleshoots and investigates potential or emerging issues
- Adheres to department and company-wide policies
- Maintains composure and professionalism with customers, clients, and colleagues
39
call center agent
- Call out to borrowers and attempt to collect a debt
- Answer inbound phone calls from consumers
- Receive payments using bank account information
- Keep records of consumer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Refer unresolved consumer grievances to designated departments for further investigation
- Inform consumer of things happening on the account such as late fees, NSF fees, credit bureau reporting, and charge-off dates
- Explore options such as hardship programs and due date changes which could help consumer pay back debt
40
call center agent
- Educated customers how to use company systems, complete forms and obtain desired services.
- Described and explained details about over [Number] [Product or Service] options to inform customers and guide purchasing decisions.
- Recommended [Product or Service] to customers, thoroughly explaining details.
- Maintained customer satisfaction rate of [Number]%.
- Trained [Number] new hires to process returns, exchanges and telephone orders, boosting customer satisfaction [Number]% in [Year].
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Answered over [Number] calls per [Timeframe] to meet fast-paced call center demands.
call center agent Job Skills
For an call center agent position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.
How to include technical skills in your resume:
Technical skills are a set of specialized abilities and knowledge required to perform a particular job
effectively. Some examples of technical skills are data analysis, project management, software proficiency,
and programming languages, to name a few.
Add the technical skills that will get hired in your career
field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills
section of the builder, manually write in the skill or simply click on "Add more skills". This will
automatically generate the best skills for your career field, choose your skill level, and hit "Save &
Next."
- Data Entry
- System Administration
- Debugging
- Technical Support
- Programming
- Networking
- Cloud Computing
- Cybersecurity
- Coding
- Operating Systems
- Systems Analysis
- Troubleshooting
- Hardware
- Software
- IT Security
- IT Infrastructure
- VoIP
- API Development
- Telecommunications
- Data Analysis.
How to include soft skills in your resume:
Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including
soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your
problem-solving abilities and show that you navigate challenges and changes in the workplace
efficiently.
Add competitive soft skills to make your resume stand-out to recruiters! Simply select
your preferred resume template in the skills section, enter the skills manually or use the "Add more skills"
option. Our resume builder will generate the most relevant soft skills for your career path. Choose your
proficiency level for each skill, and then click "Save & Next" to proceed to the next section.
- Communication
- Interpersonal
- Leadership
- Time Management
- Problem Solving
- Decision Making
- Critical Thinking
- Creativity
- Adaptability
- Teamwork
- Organization
- Planning
- Public Speaking
- Negotiation
- Conflict Resolution
- Research
- Analytical
- Attention to Detail
- Self-Motivation
- Stress Management
- Collaboration
- Coaching
- Mentoring
- Listening
- Networking
- Strategic Thinking
- Negotiation
- Emotional Intelligence
- Adaptability
- Flexibility
- Reliability
- Professionalism
- Computer Literacy
- Technical
- Data Analysis
- Project Management
- Customer Service
- Presentation
- Written Communication
- Social Media
- Troubleshooting
- Quality Assurance
- Collaboration
- Supervisory
- Risk Management
- Database Management
- Training
- Innovation
- Documentation
- Accounting
- Financial Management
- Visualization
- Reporting
- Business Acumen
- Process Improvement
- Documentation
- Relationship Management.
How to Improve Your call center agent Resume
Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.
Derek Austin 636 Pinecrest Avenue, Paw Paw, WV 25434
Employment history
Lead Call Center Agent, Microsoft Redmond, Washington
April 2013 – May 2022
- Document all call information according to standard operating procedures
- Research required information using available resources
- Identify and suggest possible improvements in customer service processes
Associate Call Center Agent, Dell Technologies Round Rock, Texas
October 2011 – March 2013
- Process orders, forms, and applications
- Monitor customer service calls to ensure quality standards are met
- Analyze customer needs and provide appropriate solutions
Jr. Call Center Agent, IBM San Francisco, California
October 2010 – September 2011
- Maintain a high level of customer service
- Follow up on customer interactions
- Identify and suggest possible improvements in customer service processes
Education
University of Texas at Austin, Austin, Texas
Master of Science in Software Engineering, August, 2010
University of Texas at Austin, Austin, Texas
Bachelor of Science in Information Technology, August, 2006
Skills
Planning
Collaboration
Conflict Resolution
Accounting
System Administration
Data Entry
Technical Support
Telecommunications
Provide your Contact Information and Address Year Gaps
Always explain any gaps in your work history to your advantage.
Key Insights- Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
- Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.
How to Optimize Your call center agent Resume
Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.
Employment history
Lead Call Center Agent, Google Mountain View, California
January 2016 – Present
- Trouble-shoot technical issues and provide solutionss
- Moniter customer service calls to ensure quality standards are metted
- Maintain a high-level of customer service.
Call Center Agent, IBM San Francisco, California
August 2014 – December 2015
- Analize customer needs, and provide appropiate solutions
- Update customer informations in the customer service database
- Troubleshoot technical issues, and provide solutons
Junior Call Center Agent, Microsoft Redmond, Washington
August 2013 – July 2014
- "I went to the store and bought some groceries
- I went too the store, and bought some groceries.
Education
Massachusetts Institute of Technology, Boston, Massachusetts
Master of Science in Computer Information Systems, June, 2013
Massachusetts Institute of Technology, Boston, Massachusetts
Bachelor of Science in Cyber Security, June, 2009
Skills
Computer Literacy
Business Acumen
Visualization
Networking
IT Security
IT Infrastructure
Hardware
API Development
Include Job Descriptions and Avoid Bad Grammar
Avoid sending a wrong first impression by proofreading your resume.
Key Insights- Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
- Before submitting your resume, double check to avoid typos.
call center agent Cover Letter Example
A cover letter can be a valuable addition to your job application when applying for an call center agent position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.
Lead Call Center Agent
Dell Technologies
Round Rock, Texas
Dell Technologies
Round Rock, Texas
To Whom It May Concern
I am excited to apply for the Lead Call Center Agent role at Dell Technologies. As a highly skilled Call Center Agent, I am confident that I have the necessary experience and abilities to make a valuable contribution to your organization.
As someone who has always been committed to making a positive impact on the world, I have pursued opportunities to contribute to my community through my work wherever I may be. My experience in this field has equipped me with the skills and knowledge necessary to succeed throughout my life and I am confident that they will help me to bring my passion and expertise to your organization and help drive your success.
I appreciate the opportunity to apply for the Lead Call Center Agent position. I am committed to making a positive impact on the world, so I am thrilled about the opportunity to join your team and work towards achieving our shared goals for the betterment of everyone.
Your time is appreciated,
Ike Jackson
892-849-6744
[email protected]
Ike Jackson
Showcase your most significant accomplishments and qualifications with this cover
letter.
Personalize this cover letter in just few minutes with our user-friendly tool!
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Build your Resume in 15 minutes
Give yourself the best chance of standing out from the
competition!
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.