Customer Service Representative Resume Example

A concise, realistic resume sample for a Customer Service Representative, showcasing key achievements, skills, and professional background.

support

Summary

Results‑driven Customer Service Representative with over 5 years of experience in high‑volume call centers, adept at resolving complex customer issues and driving satisfaction scores. Skilled in CRM systems, conflict resolution, and cross‑functional collaboration, I consistently exceed performance metrics while fostering positive client relationships.

Experience

Senior Customer Service Representative · Acme Retail Solutions

Chicago, IL • Jan 2021 – Present

  • Implemented a data‑driven ticket triage system that reduced average resolution time by 25% while maintaining a 95% customer satisfaction rating.
  • Mentored and trained 12 new agents on CRM best practices, resulting in a 15% increase in first‑contact resolution rates.
  • Collaborated with product teams to refine FAQ content, cutting repetitive inquiries by 30% and freeing up agent capacity for complex issues.

Customer Service Representative · Global Tech Support

Evanston, IL • Jun 2018 – Dec 2020

  • Managed high‑volume inbound calls, consistently achieving a 98% on‑time service level and a 92% CSAT score.
  • Developed a knowledge‑base article series that decreased repeat call volume by 20% and improved agent efficiency.
  • Coordinated with billing department to resolve 200+ disputed charges, earning recognition for accuracy and customer empathy.

Customer Service Associate · City Bank

Springfield, IL • Mar 2016 – May 2018

  • Handled daily customer inquiries via phone, email, and chat, maintaining a 97% first‑contact resolution rate.
  • Implemented a proactive outreach program that identified and resolved potential account issues, reducing churn by 12%.
  • Received 'Employee of the Month' award twice for exceptional service and teamwork.

Education

Bachelor's · University of Illinois at Urbana‑Champaign

Business Administration • 2012 – 2016

Skills

Customer Relationship Management (CRM)

Salesforce, Zendesk, CRM

Conflict Resolution

Conflict Management, Negotiation

Data Analysis

Excel, SQL, Data Visualization

Communication

Public Speaking, Writing, Active Listening