Call Center Agent Resume Examples for 2024

Jump to a template:

Call Center Agent

Get advice on each section of your resume:

Summary

Experience

Education

Skills

Jump to a resource:

Call Center Agent Resume Tips

Keywords

Google Docs Template #1

Call Center Agent Resume Sample

As a Call Center Agent, you're at the heart of customer interaction. You're the voice and ears of the company, providing solutions and offering assistance. Crafting a resume for this role requires a knack for showcasing your communication skills and empathy. Also, as remote operations become more commonplace due to recent trends, it's equally important to highlight experience or comfort with digital tools and remote work environments. Secondly, call centers are evolving into contact centers, with omnichannel interactions (calls, online chats, emails, etc.) becoming the norm, so versatility is key.

When writing your resume, it's crucial to show rather than tell. Don't just claim you're patient or agile — provide concrete examples of when you've used these skills. Remember, quality of customer service pulls more weight in call center roles than a high volume of calls handled.

Buy Template (Word + Google Docs) Download Resume in PDF

Screenshot

Text Version

Tips to help you write your Call Center Agent resume in 2024

Show proficiency in using digital tools

When listing your skills, show you're no stranger to digital tools. Mention specific software or platforms you've used in past roles, especially remote communication and collaboration tools. This shows you're ready to handle remote and on-site work.

Also see: Essential Components of Your Skills Section

Show proficiency in using digital tools - Call Center Agent Resume

Expand

Demonstrate versatility in customer interactions

Instead of focusing solely on call handling, showcase experiences with different forms of customer interactions. Have you handled customer queries through live chats or emails? Have you dealt with difficult customers? Provide examples. These instances show you're adaptable and ready for the modern contact center world.

Also see: Recruiter View: Showing Communication Skills on Your Resume

Demonstrate versatility in customer interactions - Call Center Agent Resume

Expand

Call Center Agent Resume Tips

We spoke with hiring managers at companies like Comcast, Verizon, and American Express to understand what they look for in call center agent resumes. Based on their insights and our analysis of successful resumes, here are six tips to help your call center agent resume stand out and increase your chances of landing an interview.

Highlight your customer service skills

Hiring managers want to see that you have strong customer service skills. Use specific examples in your resume to show how you've provided excellent customer service in the past.

Examples of customer service skills to highlight:

Resolved an average of 50 customer inquiries per day while maintaining a 95% customer satisfaction rating
Handled a high volume of calls (100+ per shift) in a fast-paced call center environment
Consistently met or exceeded key performance metrics, such as average handle time and first call resolution rate

Bullet Point Samples for Call Center Agent

Expand

Emphasize your communication skills

Call center agents need to have excellent communication skills, both verbal and written. Highlight specific examples of how you've used your communication skills to resolve customer issues and provide a positive experience.

Good communication skills
Strong verbal and written communication abilities

Instead, provide concrete examples like:

Clearly explained complex technical issues to non-technical customers, resulting in a 20% reduction in escalated calls
Wrote clear and concise call summaries and case notes, ensuring smooth handoffs between shifts

Show your ability to handle difficult situations

Call center agents often deal with upset or frustrated customers. Hiring managers want to see that you can stay calm under pressure and de-escalate tense situations.

Examples of how to showcase your ability to handle difficult situations:

Successfully de-escalated an average of 5 irate customers per week, turning negative experiences into positive outcomes
Remained calm and professional when dealing with a customer who was threatening legal action, ultimately resolving the issue to the customer's satisfaction

Include metrics to quantify your impact

Use numbers and metrics to quantify your achievements and show the impact you've had in previous call center roles.

Reduced average handle time and improved customer satisfaction scores.

Instead, use specific metrics:

Reduced average handle time by 15% while maintaining a customer satisfaction score of 98%, consistently ranking in the top 5% of the team.

Other examples of metrics to include:

Maintained an average call quality score of 95% based on monthly evaluations
Consistently exceeded upselling targets by 20%, generating an additional $10,000 in monthly revenue

Tailor your resume to the specific company and role

Research the company and the specific call center agent role you're applying for. Tailor your resume to highlight the skills and experiences that are most relevant to that company and position.

For example, if the company emphasizes sales:

Consistently exceeded sales targets by 25%, generating an average of $5,000 in additional monthly revenue
Skilled in identifying upselling and cross-selling opportunities, resulting in a 15% increase in average order value

If the company focuses on technical support:

Provided technical support for a wide range of software products, resolving an average of 30 complex issues per day
Collaborated with the engineering team to identify and report common customer pain points, contributing to a 20% reduction in support tickets

Showcase your industry-specific knowledge

If you have experience in the industry the company operates in, be sure to highlight that knowledge in your resume. This can help you stand out from other candidates who may have call center experience but lack industry-specific expertise.

For example, if you're applying for a call center role in the healthcare industry:

Provided customer support for a leading health insurance provider, assisting members with plan details, benefits, and claims
Developed a strong understanding of common healthcare terminology and insurance concepts, enabling me to provide clear explanations to customers

If you're applying for a role in the financial services industry:

Assisted customers with a range of banking products and services, including checking and savings accounts, loans, and credit cards
Maintained up-to-date knowledge of financial regulations and compliance requirements, ensuring all customer interactions met legal and ethical standards

Writing Your Call Center Agent Resume: Section By Section

Summary

A resume summary, also known as a professional summary or summary statement, is an optional section that appears at the top of your resume. It's a brief overview of your professional experience, skills, and achievements that highlights your fit for the role you're applying for.

While a summary is not a mandatory section, it can be a valuable addition to your resume if you have several years of experience or are making a career change. It allows you to provide context and connect the dots between your past experience and the call center agent role you're targeting. However, if you're early in your career or have a straightforward work history, you may choose to omit the summary and let your experience speak for itself.

It's important to note that you should never use an objective statement in place of a summary. Objective statements are outdated and focus on what you want from an employer, rather than what value you can bring to their organization.

How to write a resume summary if you are applying for a Call Center Agent resume

Expand

1. Tailor your summary to the call center agent role

When crafting your resume summary for a call center agent position, it's crucial to align your skills and experience with the requirements of the role. Research the company and the specific position to identify the key qualifications and attributes they're looking for in a candidate.

Here's an example of a tailored summary for a call center agent role:

Customer service professional with 5+ years of experience in high-volume call centers. Skilled in handling a wide range of customer inquiries, troubleshooting technical issues, and maintaining a positive attitude under pressure. Consistently met or exceeded performance metrics, including average handle time and customer satisfaction scores. Seeking to leverage my communication skills and problem-solving abilities to provide exceptional support to [Company Name]'s customers.

In contrast, here's an example of a generic, untailored summary:

Experienced professional looking for a new opportunity. Strong communication skills and ability to work in a team environment. Proficient in Microsoft Office and quick learner.

To ensure your resume passes through applicant tracking systems (ATS), consider using Targeted Resume to check if your resume contains the right keywords and skills for the call center agent role you're applying for.

2. Highlight your customer service skills and achievements

As a call center agent, your primary responsibility is to provide excellent customer service. Use your summary to showcase your customer service skills and any notable achievements in your previous roles.

Focus on skills such as:

Active listening
Empathy
Problem-solving
Communication
Patience

Additionally, quantify your achievements whenever possible. For example:

Maintained a 95% customer satisfaction rating over 12 months
Resolved 80+ customer inquiries per day while consistently meeting quality assurance standards

Avoid making vague or unsubstantiated claims like:

Great communication skills
Team player
Fast learner

After crafting your resume summary, consider using Score My Resume to receive instant feedback on your resume's strengths and areas for improvement. This tool checks your resume against 30+ key criteria that hiring managers look for.

Experience

Your work experience section is the core of your resume. It's where you detail your call center experience and accomplishments to show hiring managers you have the right background for the job.

In this section, we'll cover what to focus on in your work experience section, and tips to make your experience stand out to employers.

1. Use strong, relevant action verbs

When describing your call center duties, choose strong action verbs that highlight your customer service skills:

Resolved an average of 80 customer inquiries per day
Collaborated with team of 15 agents to improve customer satisfaction scores 18%
Mentored and trained 5 junior call center representatives

Avoid passive, vague language that downplays your contributions:

Responsible for answering customer calls
Helped improve customer service
Worked with other agents

Expand

Use a tool like Score My Resume to get instant feedback on your action verbs and overall language. It checks your resume on over 30 key criteria hiring managers look for.

2. Quantify your accomplishments with metrics

Numbers jump off the page and make your achievements more impactful. Include metrics like:

Average number of calls handled per day/week/month
Customer satisfaction scores or percentage increases
Average call handling time
Number of team members you collaborated with or led
Revenue generated or money saved through your efforts

Consistently maintained customer satisfaction scores 15% above team average, handling 85+ calls per day

If you don't have access to exact metrics, estimate or use ranges. For example: 'Resolved 70-90 customer inquiries per day.' Even rough numbers are better than no numbers.

3. Showcase your career progression

Highlight any promotions, title changes, or increases in responsibility to show your growth in the call center field. For example:

Promoted to Senior Customer Service Representative after one year, taking on additional responsibilities training and mentoring new hires
Advanced to Call Center Team Lead, managing team of 8 representatives and implementing new QA processes that reduced average call times by 90 seconds

This demonstrates to employers that you excel in your work and have the drive to advance your career.

To make your career progression stand out, consider bolding your job titles. Recruiters often scan for job titles first to quickly assess your career trajectory.

4. Tailor your experience to the job description

Highlight the call center experience and skills that are most relevant to the specific job you're applying for. Mirror the language in the job description.

For example, if a posting mentions 'Zendesk,' include any Zendesk experience you have:

Leveraged Zendesk CRM to log customer interactions and document solutions, consistently maintaining a 98%+ customer satisfaction rating

If a job emphasizes sales, focus on metrics related to revenue generated or upselling.

Try using a tool like Targeted Resume to instantly check if your resume has the right skills and keywords for a specific call center job. It analyzes your resume against a job description and provides a match score.

Education

Your education section is an important part of your call center agent resume. It shows hiring managers that you have the necessary knowledge and skills to succeed in the role. Here are some tips to help you write an effective education section:

1. Put education at the top if you're a recent grad

If you graduated from college within the past few years, consider putting your education section at the top of your resume. This is especially important if your degree is relevant to the call center agent position you're applying for.

Here's an example of how to list your education if you're a recent grad:

Bachelor of Arts in Communication, XYZ University, Graduated: May 2022
Relevant coursework: Customer Service, Public Speaking, Conflict Resolution
GPA: 3.8/4.0

If you have work experience related to being a call center agent, you may still choose to list that first and education second.

2. Keep education section concise for senior roles

If you have several years of call center experience, your education section should be brief. Hiring managers will be more interested in your work history and accomplishments. You can simply list your degree, school name, and graduation year.

Here's an example of a concise education section for a senior call center agent:

Bachelor of Science in Business Administration, ABC University

Avoid listing dates if you graduated more than 10-15 years ago, to prevent potential age discrimination, like this:

Bachelor of Arts in Psychology, DEF College, Graduated: 1995

If you have a master's degree or PhD, always list that since it's a significant accomplishment, even if it was a long time ago.

3. Include relevant certifications

In addition to your formal education, include any relevant certifications you've earned. Certifications show that you've invested in developing your skills and knowledge in areas that are important for call center agents.

Some examples of relevant certifications include:

Certified Customer Service Professional (CCSP)
Call Center Supervisor Certification
Workforce Management Certification

Here's how you might list a certification in your education section:

Certified Customer Service Professional (CCSP), Customer Service Institute of America, 2021

You can also create a separate 'Certifications' section on your resume if you have several to list.

Skills

The skills section of your resume is one of the most important parts, especially for a call center agent role. Hiring managers will scan this section to quickly assess if you have the right skills and experience for the job. Here are some key tips to keep in mind when writing your skills section:

1. Highlight call center software and tools

Call center agents use a variety of software and tools to manage customer interactions, so it's important to highlight your proficiency with these on your resume. This shows hiring managers that you have the technical skills needed to hit the ground running.

Some key call center software and tools to mention include:

Customer Relationship Management (CRM) software like Salesforce or Zendesk
Helpdesk and ticketing systems like Freshdesk or Jira
Call center platforms like Five9, Genesys, or NICE inContact
Live chat and messaging tools like Intercom or LiveChat

Be specific about the tools you've used and your level of proficiency. For example:

Salesforce (Advanced)
Zendesk (Intermediate)
Five9 (Beginner)

Tip: If you have experience with multiple CRM or helpdesk systems, consider creating a separate 'Software' or 'Technical Skills' section to highlight these. This will make them stand out to hiring managers who often look for these specific skills.

2. Tailor your skills to the job description

One of the biggest mistakes job seekers make is including a generic list of skills on their resume. Instead, take the time to tailor your skills section to the specific job you're applying for.

Carefully review the job description and identify the key skills and qualifications the employer is looking for. Then, make sure to include these same skills on your resume, using the same language and terminology.

For example, if the job description mentions 'conflict resolution' as a key skill, don't just list 'communication skills' on your resume. Instead, include 'conflict resolution' as one of your top skills.

Conflict resolution
Active listening
De-escalation techniques

Our Targeted Resume tool can help you quickly identify the most important skills to include based on the job description. It scans your resume and compares it to the job posting, highlighting any missing skills or keywords. This is a great way to ensure your skills section is tailored and optimized.

3. Focus on customer service and soft skills

While technical skills are important for call center agents, soft skills are equally critical. After all, your primary job is to interact with customers and provide excellent service.

Some key customer service and soft skills to highlight on your resume include:

Communication (written and verbal)
Active listening
Empathy
Problem-solving
Patience
Time management
Adaptability

Whenever possible, provide specific examples or metrics to back up your skills. For instance:

Maintained 95%+ customer satisfaction ratings
Resolved 80+ customer inquiries per day
Consistently met or exceeded sales targets by 10-20%

This level of detail helps hiring managers understand the impact you can make in the role.

Avoid listing subjective or vague skills like 'people skills' or 'team player'. Instead, focus on concrete, measurable skills that align with the job requirements.

4. Use industry-specific language

Every industry has its own unique language and terminology, and the call center world is no different. Using industry-specific terms in your skills section shows hiring managers that you understand the field and can communicate effectively with colleagues and customers.

Some common call center terms to consider using include:

Average handle time (AHT)
First call resolution (FCR)
Customer satisfaction score (CSAT)
Upselling and cross-selling
Call quality monitoring
Service level agreement (SLA)

For example:

Consistently maintained AHT under 6 minutes
Achieved 90%+ FCR for technical support calls
Skilled in upselling and cross-selling products

By speaking the same language as hiring managers, you'll demonstrate that you're a strong fit for the role.

Tip: If you're new to the call center industry, spend some time researching common terms and metrics before writing your resume. This will help you create a more targeted and effective skills section.

5. Beat the ATS with relevant keywords

Many companies use Applicant Tracking Systems (ATS) to automatically screen resumes for relevant skills and keywords. If your resume doesn't include the right terms, it may never make it to a hiring manager's desk.

To optimize your skills section for ATS, focus on including relevant keywords from the job description. For example, if the job posting mentions 'Salesforce CRM' multiple times, make sure to include that specific term in your skills section.

Generic skills section:
Customer service
Problem-solving
Attention to detail

ATS-optimized skills section:
Salesforce CRM (Advanced)
Customer service
Problem-solving
Attention to detail

By including relevant keywords, you'll increase your chances of passing the initial ATS screening and getting your resume in front of a human recruiter.

Our Score My Resume tool instantly checks your resume against 30+ key criteria that hiring managers and ATS look for. It identifies missing skills and keywords, so you can optimize your resume and land more interviews.

Skills For Call Center Agent Resumes

Here are examples of popular skills from Call Center Agent job descriptions that you can include on your resume.

Social Media
Contact Centers
Windows
Customer Service
Troubleshooting
Customer Experience
Customer Relationship Management (CRM)
Customer Support
Telecommunications
Sales

Match Your Resume To These Skills

Skills Word Cloud For Call Center Agent Resumes

This word cloud highlights the important keywords that appear on Call Center Agent job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

Top Call Center Agent Skills and Keywords to Include On Your Resume

For more skills, visit Call Center Agent Skills & Keywords.

Turn your career into a rocketship. In 5 minutes a week.

Get a free bi-weekly coaching email from a $750/hour career coach. Get proven strategies on how to unlock your career's potential, meet VIPs in your industry and turn your career into a rocketship.

No fluff. No noise. Join the 1.2+ million professionals who are getting ahead in their careers, for free.

"I've 3x'd my salary in just two years. My friends think I'm smart (I'm not). Resume Worded's Coached email series is my secret weapon to trick them though. It's working wonderfully. Try it."
- A Coached Reader