Call Center Agent resume examples

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Skillful Call Center Agent resume

Alan Smith
Summary

Dedicated and motivated professional in Computer Information Systems Administration with a demonstrated work history in Network Administration, Network Security and Technical Support.

Skilled in Routing and Switching, Microsoft Server 2012/2016, Microsoft Exchange, Skype For Business, Active Directory, DNS, DHCP, Network Security, Linux/Unix, EtherNet/IP, Computer Hardware, Troubleshooting and Customer Experience.

Areas of Expertise
  • IT and Computer Systems Support 
  • Active Directory
  • Windows Systems Management
  • Exceptional troubleshooter
  • Cisco Networking – Routing and Switching 
  • Network Security
  • Storage management
  • Disaster recovery environments
  • Wireless Networks
  • Local Area Networks
  • Network configuration and support
  • Linux and Unix Administration
  • System and Software Installation
  • Enterprise, Cloud and Server Virtualization
  • High Availability Networks
  • Excellent Customer Service Skills
Education
NSE 4 - Network Security Professional 2019 Fortinet
Computer Information Systems Administration 2017 British Columbia Institute of Technology Burnaby, BC, Canada Diploma
CCNA – Routing and Switching 2016 Cisco Certificate
Communications Systems Installation and Repair Technology 2014 Jones-NCTI Technical School Online Certificate
Graphic Design 2004 Pacific Design Academy Victoria, BC, Canada Diploma
Jazz Musicianship 2002 Vancouver Island University Nanaimo, BC, Canada Diploma
High School Education 2000 Brooks Secondary Powell River, BC, Canada High School Diploma
Experience
Information Technology Service Desk Technician 09/2019 to Current City Of Vancouver Vancouver, BC
  • Answering incoming phone calls and e-mails
  • Recording key client contact information and verifying against client record databases
  • Determining the nature of requests through active listening, asking probing questions, using multiple computer applications to determine clients needs
  • Ensuring accurate information is collected, performing troubleshooting steps and working towards first level resolution
  • Providing assistance and advice and informal training to clients regarding various functions, applications, computer systems, telecommunications and the operation of equipment
  • Resolving an array of technical problems, remotely diagnosing and resolving with applying patches, executing scripts or technical fixes
  • Identifying impact and urgency to determine priority of requests and when service outages have occurred assign to appropriate technical support group including external service providers
  • Concurrently use multiple telephone and computer systems and reference resources to handle requests, research answers and log all requests for service
  • Provide support for staff on phones for; late or absence coverage, phone and e-mail overflow support, high priority service outage announcements
Techinical Support Engineer 01/2019 to Current Fortinet Burnaby, BC
  • Providing direct technical web and telephone support
  • Analysis and technical investigation involving Fortinet products such as FortiClients and FortiClient Enterprise Management System
  • Providing assistance in configuring, diagnosing and troubleshooting IPSec/SSL VPN connections, product installation and deployments, endpoint management and other unified threat management features including web filtering, application firewall and antivirus
  • Collecting information and data to ensure that reported issues are well understood
  • Reproducing customer environments on lab equipment in order to isolate and solve any potential issues.  
  • Providing customer education on Fortinet products where needed
  • Following up on technical cases including proper escalation and management of the case until case closure
  • Consulting technical documentation, bulletins and release notes for known problems
  • Reporting any issues or bugs to programmers/QA Engineers
  • Making recommendations on possible alternative solutions or workaround
Systems Administrator 08/2018 to 01/2019 Sheraton Wall Centre Vancouver, BC
  • Managing information technology and computer systems
  • Designing, developing, implementing and coordinating systems, policies and procedures
  • Administering internal Active Directory
  • Setting up and managing VPN connections and policies
  • Ensuring security of data, network access and backup systems
  • Purchasing equipment and workstation setup
  • Troubleshooting technical problems
  • Fully supporting, configuring, maintaining and upgrading corporate networks and in house servers
  • Installing and integrating new server hardware and applications
  • Keeping an eye out for needed system/software updates
  • Supporting and administering third-party applications
  • Monitoring network performance (availability, utilization, throughput and latency) and test for weaknesses
  • Setting up user accounts, permissions and passwords
  • Resolving network/computer problems reported by internal employees
  • Defining and deploying network policies and procedures
Network Technician 02/2017 to 08/2018 Telus Communications Vancouver, BC
  • Analyzing trouble reports for network services by accessing various databases and switches to ensure service information is correct
  • Perform trouble-shooting for system failures and identify bottlenecks to ensure long term efficiency and optimization of various networks
  • Inspect WAN and LAN infrastructures that consist of equipment from various vendors such as Cisco, Juniper, One Access and Alcatel and fix any minor or major problems/bugs
  • Test and configure hardware, software, firmware, product change upgrades and commissioning of network services. 
  • Provide technical support to IT professionals through various channels of communication
Field Support - Technical Service Delivery 12/2008 to 06/2017 Shaw Communications Vancouver, BC
  • Providing assistance to our field technicians with activating equipment, making changes to accounts and using proprietary software.
  • Troubleshooting networked equipment and RF signal with technicians and customers.
  • Dispatch duties such, actioning and bridging important communication between departments 
Call Center Representative 03/2008 to 11/2008 Health Insurance BC Victoria, BC
  • Assisting clients with billing questions, address changes, and sending out necessary documents and applications for their needs
  • Educating people on Health Insurance B.C. and B.C. care cards and what they cover
  • Perform excellent customer service for those with strong language barriers
References
Are available upon request
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Job-winning Call Center Agent resume

Iliana Clark
Employment & Training Specialist

Perceptive bilingual employment specialist passionate about helping others reach personal and professional goals. Highly skilled at customer service and networking to build vital relationships with leading area employers. Strategic when placing clients in rewarding jobs based on skills, interests, and abilities. Successful at coaching clients on resume writing, interviewing, time management and teamwork.

Skills
  • Fluentl in Spanish and English
  • Translator
  • Excellent Customer Service with years of experience
  • Youth Mentoring in school environment
  • Flexible and adaptable to different work environments
  • Exceptional workflow management
  • Adhere to policy and procedures
  • Strong problem solving aptitude
  • Skilled in call center operations
  • Proficient computer skills especially MS Office and spreadsheets as well as MAC
  • Communications
  • Relationship Development
  • Problem Resolution
  • Organization
  • Team Building
Work History
Bilingual Paraprofessional 10/2019 to Current
Milwaukee Public School Milwaukee, WI
  • Problem solving and resolution
  • Organized classroom materials to help teachers prepare for daily instruction and activities.
  • Prepared instruction materials, including making copies, constructing bulletin boards and setting up work areas.
  • Encouraged dynamic and pleasant educational environment by promoting both gentle discipline and assistance.
  • Oversaw groups of up to 20 students at school and off-site locations, maintaining optimal safety and security.
  • Observed individual behaviors and suspect actions, and reported issues to supervisory staff.
  • Monitored student progress in English fluency.
  • Increased students ability to understanding English through teaching in various languages.
  • Promoted exploration of building blocks of learning by leading diverse, hands-on activities.
  • Retained student interest and maximized receptive learning.
  • Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
In Store Sales and Business to Business 04/2008 to 01/2011
Us Cellular Wauwatosa Wisconsin
  • Provide excellent customer service
  • Documented all customer inquiries and comments thoroughly and quickly.
  • Coordinated between billing department and customers to resolve problems.
  • Processed cash and credit payments rapidly and accurately.
  • Responded to all customer inquiries thoroughly and professionally.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Entered data promptly and efficiently with great accuracy rate
  • Recommended new cellular products to customers, resulting in an increase of monthly add-on business.
  • Greeted customers in a timely fashion, while quickly determining their needs.
  • Answered customer questions about product availability and shipment times.
  • Accurately logged all daily shipping and receiving orders.
  • Sold and met monthly quotas in sales
  • Face to face sales
  • Travel and business sales
National Pro Call Department/Customer Service Call Center 11/2002 to 04/2008
Us Cellular Waukesha Wisconsin
  • Initiated operations improvements to improve overall call center productivity.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Education
Bachelor of Arts: Liberal Arts/Film Study University of Wisconsin Milwaukee - MIlwaukee Wisconsin
High School Diploma 2000 Gohen High School - Goshen, Indiana
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Experienced Call Center Agent resume

ANNIE PEREZ
Skill Highlights
  • Excellent interpersonal and organizational skills
  • Superior oral and written communication skills.
  •  Ability to negotiate effectively.
  • Effectively manage and prioritize a multitude of time sensitive tasks.
  • Proficient in Microsoft Word, Excel, and Outlook. 
  • Social Media Facebook,Twitter, Instragram, and Yelp
  • Ability to collaborate with others and work independently to achieve goals.
  • Ability to navigate through multiple computer systems. 
  • Strong analytical skills with high attention to detail and accuracy.
  • Ability to achieve sales and service goals by providing excellent customer service 
  • Type 60+ WPM  
Work Experience
Collection and Recovery Specialist II Aug 2017 to Nov 2018
Bank of America Brea, CA
Make outbound and receive incoming calls from delinquent customers up to 180 days to establish repayment in full, repayment plans, or settlements in a contact center environment. 
Mitigate losses and negotiate payment arrangements by enrolling customers in short-term and long-term hardship programs.
Complete financial assessments to prevent further delinquency and find the best solution for the customer.
Customer Care Specialist Jul 2016 to Aug 2017
Nordstromrack.com | HauteLook Los Angeles, CA

Respond to heavy volume of live chat, calls and emails from customers.

Answer basic and complex inquiries about orders, returns, refunds, policies, and technical issues.

Exceed customer expectations by providing outstanding customer service and resolutions to irate customers.

Process customer financial adjustments accurately and efficiently.

Meet and exceed CSAT, quality monitoring, productivity, and adherence goals. 

Call Center Representative I Jul 2013 to Aug 2015
Union Pacific CA Employees Federal Credit Union Los Alamitos, CA
Answer high volume of incoming telephone calls in a prompt and efficient manner.
Process file maintenance, transfers, loan payments, check orders, stop payments, and order new debit cards.
Assist members with self-enrollment for online banking and E-statements
Assist members with troubleshooting online banking issues.
Process auto loan, personal loan, and credit card applications via telephone 
Assess the needs of customers and refer appropriate products and services
Assist customers with debit card and credit card fraud providing customers with necessary forms to dispute fraudulent transactions.
File Clerk Dec 2011 to Jul 2013
Union Pacific California Employees Federal Credit Union Los Alamitos, CA

Process, sort, and log incoming and outgoing mail to appropriate department.

Prepare, review, and organize account applications, loan documents, and miscellaneous documents into electronic document system and physical files.

Respond, log, and track authorized user requests for physical and electronic file and document retrieval.

Prepare records for off-site storage.

Process payoff checks and release titles.

Multi-task and constantly adjusting schedule according to business needs in a time sensitive environment.

Demonstrate attention to detail and accuracy, quick analysis, and resolution, and ability to prioritize tasks to determine escalation in order to meet audit requirements.Assisted periodically to special projects that included data or information research.

Education and Training
High School Diploma La Habra High School La Habra, CA
Associate of Arts, General Education 2019 Coastline Community College Fountain Valley, CA
CU Training CPD Online Annual Training: BSA and OFAC, Electronic Services, Business Communications, History of Credit Unions, Member Relations.
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