Call Center Associate resume examples

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Skillful Call Center Associate resume

Alejandro Urbina
Summary
Demonstrated ability to complete tasks accurately despite interruptions and competing demands.
Skills
  • Advanced computer proficiency (PC and Mac)
  • Microsoft Office Certified 
  • QuickBooks Online literate
  • Workers' compensation knowledge
  • Keyboarding at 65 WPM
  • Quickbooks Bank reconciliations  ​
  • Liability insurance knowledge
  • Conducting risk assessments
  • Personnel mentoring
  • Coordinating training
  • Training and presentations
  • Supervision
  • Inspection readiness
  • Social media & online marketing
  • Payroll
  • Ethical approach to finance
  • Record-keeping
  • Time management
  • Self-directed 
  • Professional and mature
  • Strong problem solver
  • Project planning
  • Physical education instruction
  • Planning and organization
Accomplishments
Protective Services
  • Applied safety procedures and policies as outlined in Department Safety Manual.
Documentation
  • Wrote and edited documents to keep staff informed on policies and procedures.
  • Increased office organization by developing more efficient filing system and customer database protocols. 
  • Modified manual reporting & manual timesheets by implementing Quickbooks Online & T-Sheets for a more accurate and efficient reporting.  
  • Created a Company website & added the company to Google Maps so that online marketing could be more successful. 
  • Reduced the number of hours needed to accomplish office tasks
Experience
Texas Army National Guard May 2019 to Current 2nd Lieutenant
Houston, TX
Houston Battalion Army ROTC June 2017 to May 2019 Cadet
Houston, Texas
Commissioned as a 2nd Lieutenant
Received extensive leadership training in order to commission
Cadet Company Commander: Responsible for 40 cadets
Cadet Signal Officer: Responsible for communications
Cadet 1st Sergeant: Lead Physical Training for the whole Company under the guidance of my Cadet Company Commander
Ministry of Divine Child Jesus April 2017 to December 2018 Board Member
Houston, Texas
Answered email and social media messages according to prescribed policies.
Modified ads to align with target demographics and increase click rates.
Updated web pages and social media profiles to reflect proactive strategies and engage customers.
Prepared and presented various ad campaigns.
Increased social media reach by creating Facebook pages and implementing new marketing strategies targeting niche audience.
Wrote agendas and notes and sent out automatic notifications for upcoming meetings.
Central City Automatics LLC May 2016 to May 2017 Office Manager
Cypress, Texas
1 year of management experience.
1 year of office experience.
Ensured that team member responsibilities were defined and understood.
Established and maintained effective communication system.
Monitored ongoing expenses relative to budget projections.
Identified and drove creative solutions for problems.
Recruited, retained and developed staff.
Assessed the need for new or enhanced systems and applications.
Planned, coordinated and controlled daily operations of the organization.
Documented business requirements, functional specifications and training procedures. Implemented processes to streamline workflow.
Acceptance Now March 2015 Sales Associate
McAllen, Texas
Cold-called prospective customers to build relationship.
Greeted store customers promptly and responded to questions with knowledgeable service.
Completed documentation for product and service sales.
Maintained productive relationships with existing customers through exceptional follow-up after sales.
Established new customer accounts.
Estimated and quoted prices, credit and contract terms, warranties and delivery dates.
Negotiated details of contracts and payments and prepared sales contracts and order forms.
Primary Services October 2013 to August 2014 Call Center Associate
Houston, Texas
Estimated and quoted prices, credit and contract terms.
Addressed customer service inquiries in a timely and accurate fashion.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Education
University of St. Thomas 2019 Bachelor of Arts: Philosophy Houston, TX, United States
South Texas College 2017 Associate of Arts: Criminal Justice McAllen, Texas, United States
Vice-President of Catholic Student Union Club
Marketing Officer of X-Presate
Gary Job Corps Center 2012 Office Administration Sand Marcos, Texas, United States Continuing education in Office Administration
Certifications
Microsoft Word Specialist Certified in Word, PowerPoint & Excel
Internet  and Computing Core  Certification (IC³) 
Quickbooks Pro-Advisor Certification
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Job-winning Call Center Associate resume

Mohammad Issa
Professional Summary
Energetic customer service professional dedicated to effective team management and customer satisfaction. Bringing extensive call center experience in inbound, outbound and blended environments. Exceptional individual who addresses and resolves problems and escalations as they arise. Expert with sound judgment and an ability to diffuse situations tactfully and diplomatically.
Skills
  • Experience in managing and developing staff while fostering a positive work environment
  • Superlative verbal and written communication skills
  • Effective decision making skills
  • Demonstrates sound judgment, integrity and flexibility while managing change
  • Exceptional organizational, time management and delegation skills.
  • Ability to work in a fast paced environment while managing multiple priorities.
  • Ability to analyze workflow, make recommendations and implement best practices.
  • High level of computer proficiency and experience with MS Office Suite and experience using custom databases.
  • Scheduling knowledge
  • Meticulously detail-oriented
  • Conflict Resolution Techniques
  • Exceptional Telephone Etiquette
  • Handled Negative Customer Feedback
  • Courteous & Persuasive speaker

 


Work History
Wirechief, Monitoring Agent, 01/2016 to Current
ADT Canada Inc. calgary
  • Ensuring the safety of our customers and their property
  • Taking charge of various alarm signals; burglary, fire, panic, medical alarms, etc.
  • Handled Technical Issues with customers with various alarm systems, effective troubleshooting and reducing unnecessary service dispatch.
  • Communicating with emergency services to transmit requests for assistance.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Updated customer orders from start to finish in an accurate and timely manner.
  • Effective liaison between customers and internal departments.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Handle incoming and outgoing calls.  
  • Create and schedule service request with our customers, whose systems we are unable to fix remotely.
  • Outside of the dispatch department operational hours, dispatch service calls to service technicians.
  • Handle and process Timer Test Missing alarm signals according to procedure.
  • Handle requests from new customers taking over an existing system and help them familiarize themselves with its use.
  • Handle request to update customer contact information.
  • Handle High end Customers communication failures & resolve on priority bases.
  • Work Closely with other departments to insure high priority service calls for IC-COMM Fails.
  • Report communication issues with Telco providers on behalf of our customers.
  • Data Entry.
  • Other duties as assigned, discussed possibility of supervisor relief duties.
Customer Service, Team Leader, 07/2008 to 09/2014
Memberworks Canada Inc. Montreal

Started As Customer service Agent, promoted to Team Lead

  • Supervised floor activities as appropriate by acting as a visible leader and providing support to managing queues and agent activity
  • built customer loyalty by promoting an excellent customer experience and demonstrating the benefits of using our products and services and to do business with our company.
  • Applied negotiation skills to globally reduce customer attrition.
  • Processed cancelation
  • Handled client escalations and work closely with internal stakeholders to resolve concerns
  • Adhered to all confidentiality requirements at all times.
  • Solved unresolved customer issues. 
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Provided accurate, specific and timely performance feedback for CSRs.
  • Identified individual development needs with appropriate training.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.  
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.

Call Center Associate - Tech Support, 01/2004 to 03/2008
Gemma Communications Montreal
  • Handle incoming and outgoing calls, providing the technical support to customers who are using Rogers Services
  • Create and schedule service request with our customers, whose systems we are unable to fix remotely
  • Dispatch service calls to service technicians.
  • Remotely access customer Devices to access and/or update internal programming.
  • Handle requests from new customers and help them familiarize themselves with its use
  • Create urgent status customer accounts.
  • Quality Service Goals
  • Monitored outbound, Inbound & E-Mails  randomly to determine service quality.
  • Coached agents on positive customer experience and ways to connect with our customers
Education
BBA: marketing, 2009
Concordia University - Montreal
Accomplishments
  • Received various awards from customer testimonies.
  • Team Work Award from manager and other from colleagues
  • Commitment To Excellence Pin From ADT

  • Personal Email Compliment from ADT president.

  • Recipient of  "RoyalBlue" Award in 2016

  • Capably Led a team of more than 14 agents 
  • Consistently commended by superiors for resolving volatile customer situations quickly and courteously
  • Created a "What to say & What to avoid" Chart that increased quality of service
  • Cross-trained and coached 36 new call center representatives.
Certifications
  • Alarm Agent License
  • Quality Assurance Certificate
Languages
  • Proficient in English - Basic Knowledge in French and Arabic
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Experienced Call Center Associate resume

Eni Saliaj
Professional Summary

Accountable Sales Associate/Customer Service demonstrating a high level of ownership and initiative. Quick and effective at decision making and maintaining excellent customer service throughout the sales process.

Friendly and enthusiastic Sales Associate/Customer Service  who consistently meets customer service satisfaction goals.

Attentive Customer Service Representative with 2 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player seeking a role offering increased responsibility.

Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals.

Sales professional adept at tracking and following up on hot leads, and building long-term relationships with customers.
Work History
Sales Associate/Customer Service , 10/2015 to 05/2017
Tirana East Gate Lundër 1, Tirana County

Use telephones to reach out to customers and verify account information 

Greet customers warmly and ascertain problem or reason for calling

Cancel or upgrade accounts 

Place or cancel orders

Inform customer of deals and promotions

Sell products and Services

Handle changes in policies or renewals

Call Center Associate, 01/2016 to 05/2017
Vodafone Albania Durrës, Qarku i Tiranës
  • Managed high call volume with tact and professionalism.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Gathered and verified all required customer information for tracking purposes.
  • Accurately documented, researched and resolved customer service issues.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Skills
  • Goal-oriented
  • Positive and friendly
  • Retail merchandising experience
  • Excellent work ethic


  • Fast typer
  • Team building expertise
  • Strong interpersonal skills
  • Detail-oriented
  • Software knowledge
Education
Associate of Science: Psychology, Faculty of Social Science - Albania
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