Call Center Agent Resume Example

A call center agent, also known as a customer service representative or operator, is someone who is responsible for handling incoming and outgoing customer calls for a business and assisting customers through the phone.

According to the U.S. Bureau of Labor Statistics, concierge careers are at a 0.5% growth rate. Additionally, in the U.S., there are currently 2,833,250 employment opportunities.

Regardless of where you are, call center agents work worldwide and in a variety of industries.

Here are the top 5 states with the most call center agent career opportunities:

1. Texas
2. Florida
3. California
4. New York
5. Illinois

Now, if you're looking to update your call center agent resume or land that dream customer service representative job, you've come to the right place.

In this article, we are going to go over 7 steps that will help you perfect your call center agent resume.

Here are the steps we will be covering:

1. Formatting your resume
2. Writing a resume summary
3. Describing your work experience
4. Listing your key skills
5. Adding your education
6. Including languages
7. Include your taken courses

1. Format your call center agent resume like a professional

A hiring manager is not going to hire you if your resume is sloppy and poorly formatted. As a call center agent, it's oftentimes in the details to assure guest satisfaction. When it comes to your resume, it should be all in the details, too.

Speaking of details, here are some details you should always include in your resume:

• Contact information
• Work experience
• Skills
• Education

Tip: Feel free to include other details, like languages and courses to your resume, too.

When it comes to formatting your resume, there are three ways you can do so:

1. Reverse-chronological, which emphasizes your previous work experience
2. Functional, which highlights your key skills
3. Hybrid, which combines the previous formats

As a call center agent, selecting the hybrid format would be to your best advantage as you can showcase to hiring managers that you are both skilled in customer service and have the experience to back it up.

Tip: If you're just beginning to be a call center agent, consider using the functional format to highlight your key skills since you don't have much work experience.

Take a look at our guide on how to format your resume if you want to learn more.

2. Impress hiring managers with a resume summary

A resume summary is a 1-2 sentence blurb that summarizes everything your resume consists of. It's a quick and easy way to show hiring managers that you appreciate their time, which can help your resume stand out from the pile since not everyone writes one.

You can also think of it as your elevator pitch.

Here are some elements you should always include in your resume summary:

• Years of experience
• Achievements
• Some personal characters

Tip: Sometimes, it's easier to write your resume summary after you have already written your resume. That way, it's easier to pick and choose what characteristics to include.

If you're still stuck on how to write your resume summary, here's a good and simple example:

Friendly call center agent with 5+ years experience using expert problem solving and communication to provide customer service to callers in a variety of industries. Skilled in discussing product knowledge in an effective and efficient way.

‍Tip: Always run your resume, especially your resume summary, through a spellcheck. You wouldn't want to miss your opportunity of getting hired.

Want to write the perfect resume summary? Our guide on writing resume summaries has tons of examples.

3. Describe your work experience

Being a call center agent is not an easy feat. You have to accommodate and help a lot of different kinds of people, and sometimes, that can get difficult, especially when people are hanging up on you. Therefore, showing hiring managers that you already have previous experience in the field may help you to get hired sooner.

When listing your work experience, it's important to highlight the specifics you did on the job, and do so using good verbs.

Your work experience should include the following:

• Company name
• Job title
• Years worked
• Location
• Job description
• Achievements

Here are some examples of job descriptions you may be able to include in your call center agent resume:

• Talked to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Maintained and updated customer information as necessary
• Calmly attempted to resolve and de-escalate any issues
• Escalated calls to supervisor when necessary and appropriate
• Responded to requests for assistance and/or possible processing of credit card authorizations
• Tracked call-related information for auditing and reporting purposes
• Provided feedback reports on call issues related to downtime and/or training issues
• Upsold to customers as necessary
• Handled customer inquiries and complaints
• Provided information about the products and services
• Troubleshot and resolved product issues and concerns
• Documented and updated customer records based on interactions
• Developed and maintained a knowledge base of the evolving products and services

Tip: If you're not sure how to list your achievements in the job, write them under the job description bullet points and write them like this, 20% above average success rate and 91% customer satisfaction.

Want more tips and tricks on how to write your work experience description? Check out our guide on describing your work experience.

4. List your key skills

Letting your key skills shine may be what lands you the job as a call center agent because listing impressive and relevant skills gives hiring managers more reasons to hire you.

Here are some examples of key skills you can include in your resume as a call center agent:

• Customer Service
• Communication
• Product Knowledge
• Compassion
• MS Office
• Salesforce

Tip: Customer service and communication are the most important key skills you can have for this job.

Having trouble identifying your skills? We have a guide with 100+ key skills you can include in your resume.

5. Add your education

To become a call center agent, you don't need a bachelor's or master's degree, but at least a high school diploma or equivalent is preferred.

Tip: It's almost always a good idea to include your education on your resume, even if you think it is so important for the job you are creating a resume for.

Be sure to mention the following when listing your education:

• School name and location
• Years in school
• Degree

Here's what adding your education to your resume can look like:

Riverview High School

Sarasota, FL

2008 — 2012

High School Diploma

GPA: 3.5/4.0

Don't know if to put your GPA on your resume? Take a look at our guide on adding your GPA to your resume, which includes tips and examples.

6. Include your known languages on your resume

Working in customer service, you're sure to come across a lot of different kinds of people who might feel more comfortable speaking to you in their mother tongue. Therefore, including your known languages on your resume may just be what separates you from other candidates and lands you the job.

Here are some languages you can include on your resume if you know them:

• English
• Spanish
• French
• Italian
• German
• Russian
• Chinese
• Japanese
• Romanian

Tip: Next to the languages you know on your resume, add if you're fluent, intermediate or a beginner in the language to show hiring managers just how well you know the specific language.

Need more help writing the perfect resume? We have a guide that can help you do just that.

7. Include your taken courses

As a call center agent, there are classes you can take that can help you deal with difficult customers and overall improve your communication and customer service skills. If you've taken these courses, while not required to include in your resume, it's a good idea to include them.

This is because it shows hiring managers that you are dedicated to the job and this makes you a better candidate.

Here are two classes that you can take as a call center agent and include on your resume:

• Managing Difficult Customers (ICMI Course)
• Blending Sales & Service (ICMI Course)

Key Takeaways

Now that we've helped you perfect your resume, it is time for you to help customers.

Here's a summary of everything we've covered:

1. Formatting your resume
2. Writing a resume summary
3. Describing your work experience
4. Listing your key skills
5. Adding your education
6. Including languages
7. Include your taken course

Best of luck!