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Call Center Resume Example

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Common Responsibilities Listed on Call Center Resumes:

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Call Center Resume Example:

A strong Call Center resume should emphasize your ability to implement effective customer service programs and manage a high-performing team. Highlight your successes in increasing customer satisfaction scores, reducing call handling time, and improving overall call center metrics. Additionally, showcase your experience in collaborating with cross-functional teams to identify and implement process improvements that lead to increased productivity and reduced employee turnover.
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Emily Davis
emily@davis.com
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(516) 239-2211
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linkedin.com/in/emily-davis
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@emily.davis
•
Call Center
Experienced Call Center Manager with a track record of implementing successful customer service training programs and improving customer satisfaction scores by up to 25%. Skilled in analyzing customer feedback data and developing new policies and procedures that reduce complaints by up to 15%. Adept at managing teams of up to 20 representatives, providing coaching and feedback that increases productivity by up to 20%.
WORK EXPERIENCE
Call Center
03/2022 – Present
Customer Connect Solutions
  • Implemented a new customer service training program, resulting in a 25% increase in customer satisfaction scores and a 10% decrease in call handling time.
  • Analyzed customer feedback data and identified key areas for improvement, leading to the development and implementation of new customer service policies and procedures that reduced customer complaints by 15%.
  • Managed a team of 15 call center representatives, providing coaching and feedback that resulted in a 20% increase in team productivity and a 10% decrease in employee turnover.
Call Center Manager
03/2020 – 03/2022
Virtual Connect Solutions
  • Developed and implemented a new customer feedback survey system, resulting in a 30% increase in response rates and a 15% increase in overall customer satisfaction scores.
  • Managed a high-volume call center, consistently meeting or exceeding service level agreements and achieving a 95% customer satisfaction rating.
  • Collaborated with cross-functional teams to identify and implement process improvements, resulting in a 20% increase in call resolution rates and a 10% decrease in average call handling time.
Call Center Representative
03/2019 – 03/2020
TeleLink Solutions
  • Implemented a new customer relationship management (CRM) system, resulting in a 20% increase in customer retention rates and a 15% increase in upsell opportunities.
  • Analyzed call center metrics and identified areas for improvement, leading to the development and implementation of new call center processes that reduced call abandonment rates by 25%.
  • Managed a team of 20 call center representatives, providing ongoing coaching and feedback that resulted in a 15% increase in team productivity and a 10% decrease in employee turnover.
SKILLS & COMPETENCIES
  • Customer service excellence
  • Call center management
  • CRM system expertise
  • Data analysis and reporting
  • Process improvement
  • Team leadership and coaching
  • Performance management
  • Conflict resolution
  • Time management
  • Multitasking
  • Active listening
  • Clear communication
  • Empathy and rapport-building
  • Problem-solving
  • Adaptability
  • Technical proficiency
  • Quality assurance
  • Sales and upselling
  • Customer retention strategies
  • Cross-functional collaboration
COURSES / CERTIFICATIONS
Certified Call Center Manager (CCCM)
04/2023
International Customer Management Institute (ICMI)
Certified Customer Service Professional (CCSP)
04/2022
International Customer Service Association (ICSA)
Call Center Operations Certification (CCOC)
04/2021
International Customer Management Institute (ICMI)
Education
Bachelor of Arts in Communication
2016 - 2020
University of Michigan
Ann Arbor, MI
Customer Service and Support Management
Communications

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Top Skills & Keywords for Call Center Resumes:

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Soft Skills

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Resume FAQs for Call Centers:

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  • Improve your keyword usage to align your experience and skills with the position
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