Customer Service Representative resume example
Contact centres measure everything, so your resume should too. This customer service example uses satisfaction scores, resolution rates and volumes to show you are good with people and systems.
Called a CV in the UK, Ireland, India, Africa, Australia and many other places, and a resume in North America. The layout below works for both.
Joanna Cruz
Customer Service Representative | Voice, Chat and Email Support | CSAT 95%
Manila, Philippines (open to remote) joanna.cruz@example.com
Summary
Patient, solution-focused customer service representative with four years of voice, chat and email support for telecoms and e-commerce brands. Consistently above targets for customer satisfaction and first-contact resolution.
Skills
- Inbound and outbound calls
- Live chat and email support
- Complaint handling and de-escalation
- CRM and ticketing systems (Zendesk, Freshdesk)
- First-contact resolution
- Billing and refunds
- Upselling and retention
- Accurate notes
- Fast, accurate typing (65 wpm)
- Working to service levels
Experience
Customer Service Representative
Jul 2022 to Present
Brightwave Contact Solutions, Manila, Philippines
- Handle 60 to 80 calls and chats per day for an international e-commerce client.
- Average customer satisfaction (CSAT) of 95% against a team target of 88%.
- First-contact resolution rate of 82%, top 10% of a 120-person account.
- Selected as a mentor for new hires and helped 3 training groups reach targets faster.
Customer Support Agent
Jan 2021 to Jun 2022
Telecom Connect Services, Quezon City, Philippines
- Resolved billing and connection issues for around 50 customers per shift.
- Saved 30+ customer accounts a month from cancelling through retention offers.
- Kept average handle time 15% below target while keeping quality scores high.
Education
Bachelor of Science in Business AdministrationMetro Manila College of Commerce, Manila, Philippines
2020
Languages
English (fluent) · Filipino (native)
This example is fictional: the person, employers and figures are invented to show good structure. Use it as a guide and write your own, true details.
What makes this resume work
- 1The headline includes a key metric (CSAT 95%), which grabs attention immediately.
- 2Each result is compared to a target or team average, so the reader can judge how good it is.
- 3Named tools (Zendesk, Freshdesk) help the resume pass software screening for support roles.
- 4Remote readiness is stated, which matters for global and work-from-home support jobs.
Common mistakes to avoid
- Only saying "answered calls" without any metrics.
- Not mentioning the channels you have used (voice, chat, email, social).
- Leaving out the type of customers or industries you have supported.
Applying for a customer service representative job?
Pair your resume with a short, specific cover letter. See the customer service representative cover letter example, or draft your own with the cover letter generator.
Questions people ask
What metrics should I put on a customer service resume?
Common ones are customer satisfaction (CSAT), net promoter score (NPS), first-contact resolution, average handle time, quality scores and contacts handled per day. Use the ones you actually know.
How do I show I can work remotely?
Mention any remote experience, the tools you have used, and that you have a quiet workspace and reliable internet. Keep it to one line.
Is call centre experience useful for other jobs?
Yes. It shows communication, patience, systems skills and working to targets, which are useful in sales, admin, HR and operations roles.