Call Center Agent Resume Sample
Kristofer Hand
3657 Ulises Islands,
San Francisco,
CA
+1 (555) 727 7289
Work Experience
Lead Call Center Agent
08/2015
-
PRESENT
Boston, MA
- Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it’s also a lot of fun!
- Learn ICD-9 and CPT coding
- Secure headset to console and log onto system
- Access all functions of system according to established procedures and standards
- Tactfully and courteously interface with customers in order to build strong business relationships
- Troubleshoot and resolve moderately complex system issues such as but not limited to Password issues, Technical issues, Navigation, Permissions via inbound calls and CRM ticket requests
- Responsible for providing excellent customer support
Call Center Agent
09/2011
-
07/2015
New York, NY
- Network with internal business partners in order to resolve a customer’s issues
- Perform user setups and configurations for customers
- Exercise multi-tasking skills when managing multiple systems and applications during customer interaction
- Proactively utilize strong problem-solving skills in order to deliver customer-focused solutions
- Educate customers on respective business processes and procedures
- Demonstrate active listening & consultative skills
- Display strong verbal communication skills through daily customer interaction
OPS Call Center Agent
10/2007
-
07/2011
Los Angeles, CA
- Convey strong understanding of Motorola customer satisfaction and business goals
- Recommend continuous process improvements within the team
- Maintain Departmental/Organizational service level goals
- Age or above
- Deliver industry leading customer support
- Improve the costumers experience by improving customer up time and reducing the incident rate
- Document all applicable customer contacts/warranty claims in related software systems
- Assist in accurately determining failure root cause by utilizing diagnostic procedures, repair strategies, part requirements, labor hours, and technical or other assistance related to the repair
- Assist with employee on-boarding and training as needed
Education
Brown University
2001 - 2006
School's Degree in Statistics
Professional Skills
- Excellent communication skills including active listening and questioning skills
- The ability to change directions quickly. Multi-tasking skills, Strong attention to details, Great attitude, Team Player
- Excellent verbal and written skills, time management, and deductive reasoning required
- Strong data entry, typing, and web navigation skills
- Strong typing and grammar skills
- Strong data entry and typing skills, while on the phone
- Strong verbal and written communication, interpersonal, problem solving and organizational skills
How to write Call Center Agent Resume
Call Center Agent role is responsible for computer, customer, basic, training, general, microsoft, english, typing, interpersonal, research.
To write great resume for call center agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Agent Resume
The section contact information is important in your call center agent resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Call Center Agent Resume
The section work experience is an essential part of your call center agent resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call center agent responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Agent resume experience can include:
- Solid computer and keyboarding skills
- Good computer skills with knowledge of Microsoft Office (Excel)
- Good computer skills with knowledge of Microsoft Office (Excel, Word, etc…)
- Well organized with solid time management skills
- Growth: The opportunity to continuously expand your skills and knowledge through ongoing training and development
- Knowledge of basic plumbing and electrical skills
Education on a Call Center Agent Resume
Make sure to make education a priority on your call center agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center agent experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Call Center Agent Resume
When listing skills on your call center agent resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical call center agent skills:
- Effectively uses questioning and relating skills to maintain control of all call situations
- Having good computer and word processing skills and open to multi-media topics
- Strong customer service skills and the ability to convey information in a receptive manner
- Excellent customer service skills
- Excellent English and interpersonal communication skills
- Good computer skills
List of Typical Experience For a Call Center Agent Resume
1
Experience For Lead Call Center Agent Resume
- Work requires the ability to read, write, follow oral and written instructions, and communicate effectively at a level generally
- Learn, understand, and effectively communicate with guests about products and services offered; and recommend most suitable options to guests
- Prior PBX or multi-line telephone system experience is preferable
- Strong interpersonal, verbal/written communication and listening abilities required
- Represent the Roadranger Customer Experience Center in cross-functional teams and project/as needed
- Mechanical experience needed (Automotive, Truck or AG)
2
Experience For IT Service Desk Call Center Agent Resume
- Experience with MS Office helpful
- Clarify and assess customer’s needs and offer effective solutions in a positive manner
- Maintain MFP hardware and Barcode Printer knowledge to ensure effective problem resolution
- Understand the guest path at the resort; and set the guest up for success prior to arrival
- Make good decisions and resolve issues in a clear and calm matterMore Information
3
Experience For OPS Call Center Agent Resume
- One to two years call center experience
- Experience
- 14.Ability to set priorities and solve problems
- Handling incoming phone calls of customers through call center
- Typing at 35 words per minute with accuracy
- Supporting end to end ticket oversight and ultimately the final resolution to all issues
- Responding to guest and or employee requests received in digital form, i.e. emails, text message portal, instant messages, etc
- Attend all mandated training sessions, including ongoing training and development plans
4
Experience For Recipient Call Center Agent Resume
- High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts
- Troubleshoot and diagnose the repair of Miele appliances using schematics, wiring diagrams and assorted tools over the phone
- Handle other calls associated with our business, i.e. parts availability, parts pricing, and parts ordering
- Receive and respond to membership and product inquiries via chat, email and phone; paying attention to detail and responding with first class customer service
- Responsible for incoming calls regarding customer issues
- Provides monthly reporting, including unresolved issues, main events and quality programs
5
Experience For Call Center Agent p & p Start Times Resume
- Follow all standard operating procedures (SOP’s) and quality standards, while still exceeding the guest’s expectation
- Multitask speaking with customers while operating computer systems
- Identifies and reports problems relating to Contact Center equipment, including malfunctions, hardware issues, and software issues, to the appropriate party
- Completes requests for pager service while maintaining the appropriate documentation. Assists with scheduling and provides input to employee evaluations
- Responsible for manage (production, sending and correcting) all invoices to clients
- Ensures safeguarding of member information by following identification and document retention policies
- Work as part of the Customer Service Center team, helping and assisting colleagues where necessary
6
Experience For Magic Call Center Agent Resume
- Supporting corporate queue by handling SME authorized and end-users inquires
- Supporting collection queue by handling collections inquires and bills explanation
- Proactively promoting and selling lift tickets, season passes, lessons, rentals, activities and events
- Information gathering, and/or troubleshooting
- Assist with all caller’s requests including modifications and cancellations of existing reservations
7
Experience For Bill Review Call Center Agent Resume
- Responsible for supporting internal and external customers by providing support services in account
- Enjoy answering questions and helping people!
- Award winning training
- Utilize feedback provided during call calibrations and coaching to improve on quality of calls
- Assist managers with building a cross-functional and flexible support organization to meet future support requirements
- Knowledge of electrical systems and troubleshooting
8
Experience For Reservation Call Center Agent st & nd Shifts Available Resume
- A working knowledge of computer software
- Ensure clear communication regarding various memberships, services and products to colleagues, departments and members/customers
- Integrate customer transaction survey into call model thus supporting CCO’s business initiative to evaluate customer service support levels
- Maintains ongoing contact with appropriate operations managers to ensure follow through on requests (work order updates, completion, etc
- Follows the utmost professionalism, positive corporate image, and enthusiasm when dealing with customer
9
Experience For Inbound Call Center Agent East Lincoln Highway Resume
- Escalate problems that are not resolved according to department escalation process
- Works closely with internal and external client contacts (up to and including members of client management) to resolve complex customer and HCP issues
- Deliver award winning customer service
- Provide tracking information for completed orders
- Check part availability and pricing upon request
- Responsible for communicating with customers
- Responsible for maintaining all system information
- Responsible for processing on a timely basis all vendor invoices received
10
Experience For Seasonal Call Center Agent Resume
- Responsible for processing on a timely basis all internal jobs
- Process incoming telephone or e-mail service requests or parts orders through the SAP system
- Deliver outstanding guest service over-the-phone and through email
- Enter new, and update existing, guest information into systems
- Offer technical support for guests using ecommerce website
- Complete individual call reporting
- Negotiate pricing with technicians
- Promptly answers incoming calls, direct calls to appropriate personnel, and assists callers with information or transactions on their account
List of Typical Skills For a Call Center Agent Resume
1
Skills For Lead Call Center Agent Resume
- Communicate effectively using scripted material, policy, guidelines and procedures
- Demonstrated experience troubleshooting MFP hardware related issues
- Be highly empowered to problem solve with customers using your judgment and skills on the first call
- Work as a team member, interacting with staff, patients, and physicians to communicate and coordinate patient flow effectively
- Computer literacy with basic typing skills
- Keen to learn new skills, open-minded
- Accurate and thorough written communication skills
- Courteous and professional telephone manner along with the ability to deal effectively with customers/clients in a fast-paced environment
- Professional communication skills and phone etiquette
2
Skills For IT Service Desk Call Center Agent Resume
- Use customer service and sales skills to optimize the opportunity of each customer contact
- Effectively deal with job stress, angry callers, and upset customers
- Apply appropriate actions to effectively control a telephone call
- Making business and performance with executing an excellent customer focus - together with a winning, self-confident appearance
- Ensuring excellent customer service at all times
- Communicating the need for roadside assistance to the service provider (Goodyear Commercial Center or contractor)
- Strong understanding to all governing regulations pertaining to communication with debtors, and the collection of past due consumer accounts
- Demonstrate a detailed understanding of products, services and pricing for all domestic, foreign and luxury brands within Group 1’s dealership network
- Provide a world-class customer service experience for our customers by answering questions & diffusing frustrations
3
Skills For OPS Call Center Agent Resume
- Candidates need to have experience working with the microsoft suite
- 11.Ability to multitask as well as the ability to set and change priorities in a fast-paced, high-pressure environment while maintaining a positive attitude
- A talent in professional customer communication with experience in going direct (acquistion)
- Shows empathy and experience in adopting quickly to different customer needs
- Two years experience in a position with direct public contact providing customer service
- Gather call information or work with Technicians of varying skill levels in order to identify root cause analysis or troubleshoot problems
- Strong understanding of First Party Mortgage collection
- Strong understanding of Fiserv mortgage systems
4
Skills For Recipient Call Center Agent Resume
- Have excellent opportunity for career advancement, including positions that offer sales and commission
- Pay starting at $11-16/hour with proven growth opportunities
- Deliver a “BEST IN CLASS” customer experience utilizing web chat and/or telephone contact with guests
- Previous Nightclub experience desired
- Experience in a call center or customer service environment
- Two (2) years experience in Workers’ Compensation
- Provide excellent customer service to all external and internal customers
5
Skills For Call Center Agent p & p Start Times Resume
- Strong work ethic and positive team attitude
- Customer service, administrative and/or sales experience required
- Experience with veterinary medicine in a general practice environment
- Good knowledge of POS systems, Word, Excel and Outlook is an asset
- Previous telephone experience is an asset
- Broad experience in various aspects of customer service an asset
- Experience in Toshiba MFP and/or Barcode Printer hardware support
- Excellent locations, with daycare and fitness facilities nearby
6
Skills For Magic Call Center Agent Resume
- Experience in a Call Center and/or Customer Service role
- Variety – Every day offers new experiences
- Experience in contact center (customer service background is an advantage)
- Telephone Experience: Min. 6 months
- Excellent phone presence
- Demonstrated confidence and initiative
- 18 months related experience
- At least three years of Telecommunications switchboard experience
- Processing medical bills, coding , or data entry with 98% accuracy during phone downtime
7
Skills For Bill Review Call Center Agent Resume
- Providing customer service regarding their accounts and billing questions
- Monitoring and maintaining accounts including: adjustments, customer reconciliation, and credit memos
- Accessing company programs using company computer equipment and headset in order to meet customer requests
- Understanding of State rulings and regulations as relating to Workers’ Compensation
- Networking: Work with employees from other departments and divisions, building relationships that last a lifetime!
8
Skills For Reservation Call Center Agent st & nd Shifts Available Resume
- Answering roadside assistance calls from customers and locating a service provider in the area
- Housekeeping - making sure restrooms are clean and facility is clean
- Conducting outbound calls to ensure guest satisfaction has been obtained for Front Desk, Housekeeping, Bell Desk, Valet guest request calls, etc
- Monitoring all dispatch systems to ensure any pending requests are dispatched out to an active/on duty responder
- Staffing 10 Data Entry clerks now!!
9
Skills For Inbound Call Center Agent East Lincoln Highway Resume
- Answering guest in-bound calls and emails
- Staying up to date on all Whistler Blackcomb products, policies and operations in order to provide the highest level of guest service at all times
- Working knowledge of Excel, Word, Power Point and General Microsoft Office Applications
- Getting to work with other fun people like yourself
- Providing escalation support for a centrally monitored global ATM network
- Opening service requests for clients
10
Skills For Seasonal Call Center Agent Resume
- Placing outbound calls to follow up on service
- Ensuring detailed call information is captured and keyed into computer systems and relayed to the service provider
- Resolving issues to take care of customers
- Following prescribed procedures and protocols at all times
- Resolving any and all guest complaints to the best of their ability
- Transferring calls from members and providers to the appropriate department
- Following-up on inquiries and complaints that have not been resolved
List of Typical Responsibilities For a Call Center Agent Resume
1
Responsibilities For Lead Call Center Agent Resume
- Suggest Contact Center process improvements and participate in Contact Center initiatives for increased effectiveness
- Handles incoming calls with intent of providing customer satisfaction and retention
- Update membership system, email system and phone support system with required customer information, notating accounts as necessary
- Act as a back-up to the Member Services and Camping World Sales queues; strike-force
- Provide exemplary customer service on every customer engagement, including but not limited to: calls, emails, social media and any other type of communication
- Build trust among employees and other Marketing/Sales department
2
Responsibilities For IT Service Desk Call Center Agent Resume
- Adapt with changing environment
- Clear verbal communication, written communication, and reading comprehension in English
- Receive four weeks of paid training
- Attends meetings, workshops and training classes for professional development
- Obtain or confirm required demographic, billing and insurance information
- Schedule appointments and tests according to established protocols
3
Responsibilities For OPS Call Center Agent Resume
- Maintain professional level at all times especially when conducting business via telephone
- Perform scheduling function for all departments serviced by the Call Center
- Educate and recommend products to the customer maximizing opportunities to upsell or cross-sell company products and services
- We require a 2-3 week mandatory training
- CALL TODAY FOR A 10-15MIN DISCUSSION ABOUT THIS GREAT OPPORTUNITY!! Scheduling in-person interviews with clients NOW!!
- Answer incoming calls in a call center environment
- Amenable to work on a shifting schedule in Ortigas
- Handle all USB and mobile internet basic trouble shooting related issues
- Handle all inquiries and complaints in a professional and competent manner employing a win-win attitude
4
Responsibilities For Recipient Call Center Agent Resume
- Maintain an acceptable call calibration grading based on departmental/client standards
- Adhere to attendance policies pertaining to punctuality and unplanned absences
- Adhere to policies pertaining to the use of personal electronic devices
- Utilize active phone engagement and empathy when discussing delinquent borrower accounts
- Be able to aggressively pursue collection efforts while maintaining a professional demeanor to efficiently resolve past due mortgages
- Typically closes sale. Uses computerized system for tracking,
- Comfortable answering phones
5
Responsibilities For Call Center Agent p & p Start Times Resume
- Read, write, and understand English - required
- Ski passes for employees and dependents
- Discount ski coupons for extended family and friends
- Colorado Mountain Express transportation
- Take incoming telephone calls from our Chuck E. Cheese guests and discuss location information, options for birthday parties and organizational parties and assist guests in scheduling fundraising events
- Handle customer inquiries both telephonically and by email
- Research open invoice information requests from suppliers and employees
6
Responsibilities For Magic Call Center Agent Resume
- Analyze and resolve a wide variety of complex customer business issues
- Act as single point of contact for external customers, business partners, and internal business groups
- Utilize internal business tools and applications to effectively resolve the customer’s issues. This involves multi-tasking between systems while interacting with the customer
- Focus on first call resolution
- Flexibility to support shift schedules within a 24 x 7 x 365 environment
- Organize campaigns with members of the staff
7
Responsibilities For Bill Review Call Center Agent Resume
- Answers telephone inquiries for the day to day building maintenance issues, following standards, dispatch appropriate personnel as required, or redirect calls as necessary. Escalate calls as required
- Receives all work order requests via telephone or email and creates work order, determining description, correct trade skill set, priority, location, requestor and contact information
- Utilizes multiple CMMS systems to distribute, coordinate, track and monitor requests
- Contacts customers to ascertain data omitted on work orders and follow up to determine customer satisfaction
- Has general knowledge of facilities, technician capabilities, and knowledge of equipment used
- Tracks and assists in resolution of customer issues and follow-up
- Performs random completed WO surveys to provide management with customer satisfaction report
- Reserves conference room space, audio visual equipment and other special requests
8
Responsibilities For Reservation Call Center Agent st & nd Shifts Available Resume
- Listen to customer’s feedback/needs and respond with empathy
- Understand and be able to explain the Hotel’s guarantee and credit policies
- Provide telephone support for hardware related issues on Toshiba MFP Barcode printer and other problems reported from the field
- Access and search Toshiba documentation, TABS’ website for additional information
- Research new problems and document support activities
- Engage in other well-defined and documented telephone support activities
- Open, transfer and close incident tickets to the standards of the department within a timely fashion
- Perform confirmation test as directed
- Document findings as identified and advise management of problematic areas. Configure, manage and maintain test equipment as appropriate
9
Responsibilities For Inbound Call Center Agent East Lincoln Highway Resume
- Document findings as identified and advise management of problem areas
- Responsible for approximately 35 inbound and 45 outbound calls per day
- Read write and comprehend instructions, correspondence, and memos in English
- Functions as the backup to the Call Center Supervisor/Coordinator. Communicates all customer and staff complaints or concerns to the Call Center Supervisor/Coordinator. Assists in the development and implementation of new agent training manuals and procedures
- Speak Spanish and/or French is desirable, but not necessary
- Handle a high volume of incoming phone calls, online orders and emails and respond to guest feedback and questions appropriately in a quick and efficient manner
- Mature, reliable and honest
- Work in a team environment and not be afraid to jump in and do whatever needs to be done to get the job finished
- Multi-task in a fast-paced and high-volume call center environment
10
Responsibilities For Seasonal Call Center Agent Resume
- Proficient data entry / inbound order entry with 100% accuracy
- Answer inbound calls and process/dispatch requests accordingly, (i.e.: Maintenance, Front Desk, Housekeeping, Bell Desk, Valet calls from guest and or employees, etc.)
- Assist with Front Desk functions as needed, i.e. Check In and/or Out guests, Lobby Greeting, printing of boarding passes, system tasks, etc
- Assist with Room Reservations functions as needed, i.e. assisting with guest call volume, entering third party reservations, creating guest key packets, assisting with reservations report processing, etc
- Understand and convey property information – Assist guests verbally over the phone to explain a variety of goods and services offered to guests during their stay while providing location, hours, and thorough descriptions of goods and services
- Strong ability to probe and correctly identify member needs and concerns
- Offering a 5 Star / 5 Diamond standard of service to every caller
- Build quick rapport with members and apply sales methodologies and problem-solving strategies while providing solutions to customers
- Actively seek out opportunities for self-improvement, continually maintaining working knowledge of all company products, services and promotions
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