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Customer Service Representative Resume Example

See how a professional customer service representative resume showcases client satisfaction, issue resolution, and communication skills. Customize for your career.

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Rachel Simmons - Profile Photo

Rachel Simmons

Senior Customer Service Representative

[email protected]+1 (555) 312-4489Denver, COClass C — Valid U.S. Driver's License

Professional Summary

Dedicated customer service representative with 6 years of experience in high-volume call center environments serving telecommunications, insurance, and retail clients. Maintained a 97% CSAT score while handling 80+ daily interactions across phone, email, and live chat channels. Recognized for resolving escalated complaints and improving first-call resolution rates by 22% through process optimization and targeted coaching. Bilingual professional skilled at building rapport with diverse customer bases and driving measurable improvements in retention and upsell revenue.

Work Experience

Senior Customer Service Representative

PeakTelecom Solutions

Mar 2023 - Present

  • Handle 80+ daily customer inquiries across phone, email, and live chat while maintaining a 97% CSAT score and 94% first-contact resolution rate
  • Mentor a team of 8 new hires, reducing average onboarding time from 6 weeks to 4 weeks and improving their 90-day retention rate to 92%
  • Resolved 350+ escalated complaints in 2024, de-escalating billing disputes and service outages with a 96% customer retention outcome
  • Created a knowledge base of 40+ FAQ articles and troubleshooting guides, reducing repeat call volume by 15% within the first quarter
  • Collaborated with product team to relay recurring customer pain points, contributing to 3 feature updates that decreased complaint tickets by 12%

Customer Service Representative

BrightHome Insurance

Jun 2020 - Feb 2023

  • Processed an average of 65 support tickets per day with a 98% quality assurance rating across phone and email channels
  • Reduced average handle time by 18% by creating 25 templated responses for common policy questions and claims inquiries
  • Upsold premium coverage plans to existing clients, generating $120K in additional annual revenue and earning Top Seller recognition in Q3 2022
  • Trained 12 new team members on CRM workflows, call scripts, and compliance protocols, ensuring seamless integration into the support team

Customer Support Associate

ShopDirect Retail

Jan 2019 - May 2020

  • Managed 50+ inbound calls daily regarding order tracking, returns, and product inquiries in a fast-paced e-commerce environment
  • Achieved a 91% customer satisfaction rating within the first 6 months on the job, exceeding the team average of 85%
  • Identified and reported a recurring billing error affecting 200+ accounts, leading to a system-wide fix that prevented $35K in potential chargebacks
  • Assisted with live chat support during peak holiday season, handling an additional 30 chats per day while maintaining quality standards

Education

A.A. Communication Studies

Community College of Denver

2016 - 2018

Certificate in Customer Experience Management

University of Colorado Denver (Online)

2021

Courses & Certifications

HDI Customer Service Representative Certification

HDI

2023

Certified Customer Service Professional (CCSP)

National Customer Service Association

2022

HubSpot Service Hub Software Certification

HubSpot Academy

2021

Languages

English

Speaking: NativeListening: NativeWriting: Native

Spanish

Speaking: FluentListening: FluentWriting: Intermediate

French

Speaking: BasicListening: IntermediateWriting: Basic

Skills

CRM Software (Salesforce, Zendesk)Conflict ResolutionMultichannel SupportActive ListeningData EntryUpselling & Cross-SellingTicket ManagementDe-escalation TechniquesMicrosoft Office SuiteLive Chat SupportKPI ReportingBilingual Communication

This is a sample resume. Customize it with your own experience using our free resume builder.

Tips for Your Customer Service Representative Resume

Quantify Your CSAT Scores

Always include your customer satisfaction scores, quality assurance ratings, and first-call resolution percentages. Numbers like '97% CSAT' or '94% FCR' immediately prove your effectiveness to hiring managers.

Highlight Volume and Speed

Mention how many tickets, calls, or chats you handle daily. Employers want to know you can manage high-volume environments without sacrificing quality. Pair volume with quality metrics for maximum impact.

Show De-escalation Ability

Customer service roles require handling frustrated customers. Include examples of resolving escalated complaints and turning negative experiences into positive outcomes. Quantify how many escalations you resolved successfully.

Mention CRM and Tools Proficiency

List specific platforms like Salesforce, Zendesk, Freshdesk, or Intercom. Familiarity with CRM tools tells employers you can hit the ground running without extensive software training.

Key Skills for a Customer Service Representative Resume

Customer Satisfaction (CSAT)First-Call ResolutionCRM SoftwareConflict ResolutionMultichannel SupportActive ListeningTicket ManagementDe-escalationUpselling & Cross-SellingQuality AssuranceData Entry & ReportingTeam Training

Frequently Asked Questions

What should a customer service representative resume include?

A customer service resume should highlight your CSAT scores, ticket volumes, resolution rates, CRM proficiency, and communication skills. Include quantified achievements such as first-call resolution percentages, average handle times, and any revenue generated through upselling or cross-selling.

How do I stand out with a customer service resume?

Focus on measurable results rather than generic duties. Instead of saying 'answered customer calls,' write 'handled 80+ daily inquiries while maintaining a 97% CSAT score.' Include specific tools (Zendesk, Salesforce) and highlight any mentoring, training, or process improvement contributions.

What certifications help a customer service resume?

HDI Customer Service Representative certification is widely recognized. Other valuable certifications include CCSP (Certified Customer Service Professional), COPC certification, and HubSpot Service Hub Software certification. Even short courses in conflict resolution or communication add value.

Can I create a customer service representative resume for free?

Yes. NoBsResume is 100% free. Choose an ATS-friendly template, add your customer service experience, and download as PDF instantly. No signup required.

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