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Senior Customer Service Representative - resume example

Not sure what to put on your resume for the Senior Customer Service Representative role? We've analyzed the common theme among resumes for this specific position, alongside researching what employers typically expect from those applying.
Illustration: TaskTeller

Jane Doe | Senior Customer Service Specialist

Contact Information

  • Phone: (555) 123-4567
  • Email: jane.doe@example.com
  • LinkedIn: linkedin.com/in/janedoe

Professional Summary
Dynamic and empathetic customer service professional with over 8 years of experience in fast-paced contact center environments. Proven track record in leading support teams to achieve excellence in customer satisfaction and efficiency. Adept at implementing innovative solutions to complex customer issues, fostering loyalty, and driving continuous improvement initiatives.

Professional Experience

Lead Customer Support Agent | ABC Tech Solutions
January 2018 – Present

  • Spearheaded a team of 15 customer service agents, achieving a 20% improvement in team efficiency and a 95% customer satisfaction rating.
  • Developed and executed a comprehensive training program that reduced average call handling time by 30 seconds.
  • Implemented a customer feedback system that led to a 10% decrease in repeat customer complaints.

Senior Support Agent | XYZ Communications
June 2014 – December 2017

  • Managed high-level customer escalations, resolving issues with a 98% success rate.
  • Collaborated with the product team to communicate customer feedback, resulting in the rollout of 3 major product improvements.
  • Recognized as Employee of the Month four times for exceptional service and dedication.

Education

Bachelor of Science in Business Administration
University of Citytown, Citytown, State
Graduated: May 2014

Skills

  • Leadership & Team Management
  • Conflict Resolution
  • Customer Relationship Management (CRM) Software
  • Data Analysis & Reporting
  • Training & Development
  • Multitasking & Time Management

Certifications

  • Certified Customer Service Professional (CCSP) – 2016
  • Advanced Communication and Leadership Program – 2018

Achievements

  • Implemented a ‘Customer of the Month’ program that increased customer engagement by 25%.
  • Authored a white paper on ‘The Future of Customer Service’ that was featured in the National Customer Service Association’s monthly newsletter.

Languages

  • English (Native)
  • Spanish (Professional Working Proficiency)

Remember, this is just a starting point. Tailor each section to reflect your unique experiences and achievements. Use this example as a foundation to build a resume that not only meets the expectations for this role but exceeds them, paving the way for your next career milestone.

How to Make Your Resume ATS-Friendly

ATS (Applicant Tracking System) is a software application that automates the recruitment process for employers. It streamlines sorting, scanning, and ranking job applications by filtering resumes based on predefined keywords, skills, job titles, and other criteria. This assists recruiters in efficiently identifying qualified candidates for open positions.

  • Use simple formatting: ATS systems best read resumes with clear and straightforward formatting. Avoid using headers or footers, tables, images, or graphics, as these can confuse the ATS.
  • Include relevant keywords: Tailor your resume with keywords from the job description. ATS systems scan for these keywords to determine if your skills and experiences match the job requirements.
  • Stick to standard headings: Use common heading titles like “Work Experience,” “Education,” and “Skills” to ensure the ATS can easily find and categorize your information.
  • Choose the correct file type: Submit your resume as a Word document (.doc or .docx) or a plain text file (.txt) for maximum compatibility. Avoid PDFs unless specified.
  • Keep consistent job titles: If your previous job titles are not industry-standard, consider altering them slightly (without misrepresenting your role) to match more familiar titles.
  • Avoid fancy fonts or creative layouts: Stick to traditional fonts like Arial, Calibri, or Times New Roman. Creative designs and fonts might look appealing but can be problematic for ATS parsing.
  • Use full forms and acronyms: If you include technical terms or certifications, use their spelled-out form and acronyms to ensure the ATS recognizes them.
  • Be precise with dates: Format dates clearly and consistently, ideally in a ‘Month YYYY’ format.
  • Proofread for spelling and grammar: Errors can confuse the ATS. Proofread your resume or use a tool to check for accuracy.
  • Test your resume: Before submitting, test it through an ATS resume checker to see how it reads your information.

By following these guidelines, your resume will be better equipped to pass through ATS filters, increasing your chances of landing an interview.

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