If you’ve ever worked in customer service, you know that it’s a job that may not be glamorous, but is totally necessary. People will always need help with a product, with a product that goes wrong, with a product they haven’t yet received, or their feelings about a product. Being a customer service rep involves a lot of skills
First up is Margo, who is a recent grad looking for a job in customer service.
54 Prince Street
Minneapolis, MN 65656
Responsible • Friendly • Customer-Oriented
Recent high-school graduate with exemplary people skills and a strong customer focus
- Customer service
- Enthusiastic attitude
- Outgoing personality
- Problem solving/troubleshooting
iFix Electronics Repair Store
Sales Assistant, 2014 - present
- Assist customers in troubleshooting phone and tablet issues
- Process devices to be repaired
- Handle sales transactions (cash and credit)
- Advise customers on device care and maintenance
Minneapolis Senior Day Center
Program assistant, 2015 – present
- Teach tech skills (including cell phone use, tablets, FaceTime phone calls) to senior visitors
- Host weekly physical activity programs for senior visitors
Lake Minnetonka High School (Minnesota, MN)
High School Diploma, 2016
Available for day, evening, and weekend shifts
Margo is just out of high school, so she doesn’t yet have a ton of work experience. What she does have are skills and experience that can be directly applied to a job as a customer service representative. Because she wants to focus on those, she goes with a skills-based resume format, putting those skills right up front. She also focuses her experience on relevant jobs and tasks. Her volunteer experience works well because she coaches people at the senior center on how to use technology. This is a great real-world example of how she works with customers to solve a problem.
Now Let’s look at the resume of an applicant who’s a little further down the road than Marjorie. Tom has been working as a customer service rep for a while, and is looking for a new job that’s a step up into a managerial role.
86 Delancey Street, San Diego, CA 33333
Experienced customer service representative (12) known for providing top-notch service and leading service improvements across diverse industries, seeking to leverage experience and leadership skills as a Customer Service Manager.
Alliance software – San Diego, CA
Senior Customer Service Representative, 2010 - present
- As shift leader, collate call sheets and ensure that team members are logging all necessary call information in the PhoneBank system.
- Track key performance metrics for the Customer Service department.
- Provide excellent service to all customers, including troubleshooting products and programs.
- Train and mentor new staff members.
- Resolve online queries via email and instant messaging.
- Created and implemented new processes for evaluating customer experience and processing customer feedback.
- Won the Platinum Service Award in 2011 and 2013
Anderson department stores – Seattle, WA
Customer Service Representative, 2005 - 2010
- Acted as front-line contact for online customers of a multinational department store chain.
- Assisted customers with all issues, including troubleshooting product issues, providing product and company information, and processing returns and refunds.
- Provided timely follow-up with customers to ensure highest-quality service and build customer relationships.
- Leading colleagues to improved efficiency and customer service
- Improving customer experience
- Bilingual customer support (English and Spanish)
- Project management
- Patience and a positive attitude
- Attention to detail
- Clear and effective communication
- Time management
- Operational improvements
Frederick Douglass college – San Diego, CA
B.A., Psychology, 2007
Guillermo has a good amount of experience, and has some leadership experience that he’d like to use to level up into a manager’s position. In his case, the traditional reverse chronological format, works well here, putting his experience front and center. His resume works backwards from his current job. He also leads with a summary statement, which is slightly different than an objective. The summary tells you where Guillermo is in his career right now, and where he’s hoping to go next. Because Tom wants to be a manager, he makes sure that his skill list reflects that kind of upwardly mobile goal, starting with his leadership abilities and his focus on customer care.
Last but not least, we have Penny, who has moved up through the ranks, and is a Director of Customer Service.
232 Maple Street
Sioux Falls, SD 12121
www.pennyqfarkas.gov / LinkedIn: firstname.lastname@example.org
- Experienced leader guiding a large team of customer service managers and representatives.
- Proven track record of providing top-notch customer service and support for more than 20 years.
- Specialize in implementing customer feedback systems to improve service and boost customer relationships and provide better service.
- Consistently positive and dedicated attitude in working with customers and internal stakeholders, forming strong relationships both within the company and with external customers.
- Lead team members by providing training and coordinating regular staff check-ins to address challenges and solve problems.
- Completed the leadership training seminar at Harding Business School.
Data Inc. (global data management company)
Director of Customer Service (2016 – present)
Senior Customer Service Representative (2013 – 2015)
Customer Service Associate (2005 – 2013)
- Manage 3 Customer Service Account Managers and a team of 25+ Customer Service Representatives.
- Serve as an escalation point for customers with challenging issues.
- Monitor and analyze monthly call volume reports, and identify trends.
- Refine customer service processes to improve customer experience and outcomes.
- Analyze and report business trends and employee statistics on a monthly basis.
- Manage all hiring for the department.
- Work closely with other departments within the company to ensure proper handling of customer service issues.
Bookhouse.com (independent bookseller website)
Customer Service Representative (1998 – 2005)
- Worked directly with customers via phone to address questions, product issues, and order issues.
- Developed a personal Excel tracking system to ensure comprehensive follow-up with customers.
- Worked with management and team members to incorporate customer feedback and improve the customer service experience.
PhoneCom (Fortune 500 telecommunications company)
Office Assistant (1997 – 1998)
- Provided administrative support for the Director of Sales.
- Tracked sales data, collating monthly reports.
- Prepared financial reports.
- Customer service
- Complex problem solving with diverse types of customers
- Communicating with internal and external parties
- Time management
- Developing and implementing best practices
Expert in the following software programs:
- Microsoft Office suite
- CallWeb management software
- JIRA ticket management
Harding Business School, Leadership Training Seminar (completed May 2016)
University of Akron, B.A. in Communications, 1996
Penny’s resume is trying to accomplish two things: show that she’s at the executive level, experience-wise, and emphasize her long history of great customer service. Her format is the traditional reverse-chronological resume, but she adds a piece up front that helps set her narrative: the qualifications summary. This way, she gets a chance to frame her experience for the reader before he or she gets to those bullet points. And while she doesn’t necessarily list every single job she’s ever had, she includes the ones that show her path from junior assistant and lower-level customer service reps to Director (where she is today). For her most recent company, she includes each position she’s held there. She doesn’t necessarily need to go into great detail about each one, but including the job titles shows that she’s moved up quite a bit since starting at the company, increasing her experience and leadership. Penny wants to show how much she’s taken on, and how well she has done it.
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