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Professional Summary
Experienced digital manager seeking a career change to a more technical role; specifically technical/desktop support oriented.
Skills
  • Customer relations/operations management
  • Social Media/Digital Marketing management
  • Expert understanding of all major social media platforms
  • Microsoft Office
  • Project Management
  • ROI analysis
    • Customer service expert
    • Skilled in TCP/IP and WAN
    • Network design
    • Cable management
    • Subnetting proficient
    • Configuring and installing Cisco routers and switches.
    Work History
    Digital Marketing Manager B-rADS Marketing, LLC - Austin, Texas 02/2016 - Current
    • Manage digital presence for high-profile clients in the entertainment industry
    • Manage business finances, including paying vendors and suppliers for products services rendered.
    • Monitor income expense sheets to track and adjust expenses.
    • Develop high-quality marketing strategy documentation, including brand marketing briefs, FAQs and quarterly review documents.
    • Manage a ~$10,000+ monthly budget.
    • Analyze third-party data and investigated new growth opportunities.
    • Preserve brand integrity by monitoring the consistency and quality of marketing content.
    • Develop pricing strategies while balancing firm objectives with client satisfaction maximization.
    Tech Support Representative - AHA Apple - Austin, TX, TX 01/2016 - 01/2017
    • Receive and respond to user support requests
    • Troubleshoot common hardware and software problems, home networks, as well as other various technical issues with Apple devices
    • Analyze call logs so you can spot common trends and underlying problems
    • Updating self-help documents so customers/employees can try to fix problems themselves
    Marketing Analyst Facebook - Austin, TX 07/2014 - 09/2016
    • Assisted SMB clients in digital marketing regarding the Facebook advertising platform.
    • Effectively managed a high-volume amount of client relationships.
    • Establish targeting strategies based on segmentation and predictive analytics.
    • A/B testing with various niches/campaigns.
    • Worked closely with clients to identify their needs and challenges and provide solutions-oriented campaign themes.
    • Answered product questions with up-to-date knowledge of features within the Facebook platform
    Call Center Representative TelePerformance - Killeen, TX 06/2013 - 07/2014
    • Serves customers by determining requirements, answering inquiries, resolving problems, fulfilling requests and maintain database.
    • Enroll member's under mail-order pharmacy, adding/updating prescriptions on members accounts.
    • Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems.
    Sales Representative RadioShack - Belton, TX 10/2012 - 06/2013
    • Attracts potential customers by answering product and service questions; suggesting information about other products and services.
    • Opens customer accounts by recording account information.
    • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
    Education
    High School Diploma Belton High School - Belton, TX Graduated with 3.7 GPA
    Learning Network, CCNA Cisco Networking Academy 2016 - 2018
    Member of Cisco Learning Network
    All Access Pass, CCNA/CCNP INE.com 2016 - 2017
    2 year All Access Pass for CCNA/CCNP training
    This resume is created in 7 minutes.
    Professional Summary
    Motivated customer service specialist with over 5 years retail experience in a fast-paced, team-based environment.
    Skills
    • 5+ years of customer service
    • Exceptional communication skills
    • Strong client relations
    • Skilled in call center operations
    • Multi-line phone talent
    Work History
    Customer Service Associate , 04/2016 to Current
    Lowe's Pasedena, TX
    • Responsible for assisting customers with all of their shopping needs including assisting customers in the selection, demonstration, preparation and loading of merchandise.
    • Responsible for responding to customer inquiries throughout their shopping experience including promoting customer loyalty plans and/or extended protection/replacement plans where appropriate.
    • Answer customer telephone calls promptly and in an appropriate manner.

    Shift Supervisor, 09/2014 to 12/2016
    Hobby Airport Houston, TX
    • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
    • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
    • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
    • Maintained up-to-date knowledge of product and service changes.
    • Strong leader of customer support staff.

    Call Center Operator, 02/2014 to 08/2014
    Signus Answering Services Houston, TX
    • Assisted with maintenance related calls for nationwide residential and commercial business properties.
    • Received training on Hol Cat system.
    • Provided client specific service in a total of four service areas.
    • 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.

    Insurance Agent, 01/2013 to 04/2013
    Reliable Insurance Houston, TX
    • Calculated quotes and educated potential clients on insurance options.
    • Tracked the progress of all outstanding insurance claims.
    • Accomplishments: Ranked 2nd out of 30 agents for customer service and job efficiency for 3 consecutive months; ranked as top agent for most collections per day.

    Assisting Coordinator, 12/2010 to 01/2012
    Marshalls Houston, TX
    • Trained new sales associates in accordance with company standards and values.
    • Stocked and replenished merchandise according to store merchandising layouts.
    • Welcomed customers into the store and helped them locate items.
    • Followed merchandising guidelines to present visually appealing displays.
    • Accomplishments: Recognized as top cashier in efficiency

    Cashier, 10/2008 to 01/2009
    Children's Place Houston, TX
    • Contributed to overall store ratings due to delivery of excellent customer service.
    • Managed inventory and staged displays.
    • Processed orders using a multi line phone system.
    • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
    • Routinely answered customer questions regarding merchandise and pricing.
    • Greeted customers entering the store to ascertain what each customer wanted or needed.
    Education
    Cosmetology : 2009
    San Jacinto Community College - Houston, Texas

    High School Diploma: 2007
    Parkview Baptist High School - Houston, Texas
    This resume is created in 7 minutes.
    Professional Overview

    Client-focused Sales Representative with 3 years of providing solutions to customers. Solid understanding of event planning, customer service, and project coordination.

    Core Qualifications
    • Guest services

    • Event planning

    • Adaptability and responsiveness

    • Communicates effectively

    • Service-oriented

    • Listening skills

    • Reading comprehension

    • Exceptional multi-tasker




    • Front desk training

    • Computer Proficiency

    • Telephone inquiries

    • Credit card processing

    • Strong organizational skills

    • Creative problem solver





    Accomplishments

    Public Relations

    • Designed press, media, publicity and public relation kits.

    Managed front desk operations with a staff of four.


    Education
    Florida International University 2014 Bachelors: International Relations Miami, Florida, United States

    3.3 GPA


    Graduate of East Mecklenburg High School, Class of 2010


    Associate's Degree in Arts




    Experience
    Ruffalo CODY January 2012 to May 2012 Alumni Calling Center Telephone Operator
    Miami, Florida

    Recorded alumni comments or complaints, referring alumni to managers when necessary. Processed credit cards and scheduled payments, made and confirmed appointments, kept records of alumni participation

    Hardly Varsity Entertainment August 2010 to December 2011 Project Manager/Artist and Repertoire
    Miami, Florida

    Handled project coordination and development, created detailed schedules, assisted in project placement, managed front desk, recruitment

    Imaginon August 2009 to June 2010 Studio I Intern
    Charlotte, North Carolina

    Set up appointments, scheduled meetings, project development, consulting, and facility maintenance

    Awards and Recognition

    Most Improved Employee - Hardly Varsity Entertainment - October 2010


    Employee of the Month - Hardly Varsity Entertainment - December 2010, February 2011, May 2011, October 2011


    National Security Honors Mentor Program Certificate - Florida International University - May 2012

    Memberships/Scholarly Societies

    Studio I Alumni


    S.C.A.R.E. (Students Correcting Apathy Reaching Everyone)


    Florida International University Student Organization


    Florida International University Resident Assistants


    Jack Gordan Institute for Public Policies


    This resume is created in 7 minutes.
    Professional Summary
    Skills
    Work History
    Truck Driver, 11/2016 to 08/2017
    Butler Transport Inc Kansas City, KS
    • Successfully avoided time delivery delays by carefully planning best routes.
    • Received pick-ups and delivered them to warehouse.
    • Read bills of lading to determine assignment details
    • Reported any mechanical problems encountered with vehicles
    • Maintained a daily, legible DOT log book and submitted corresponding documents.
    • Reported all accidents, damage and malfunctions involving company equipment to management.
    • Inspected the truck for defects and safe operating condition before, during and after trips.
    • Checked shipping papers to determine the nature of load and checked for the presence of hazardous materials.
    Over The Road Truck Driver, 10/2016 to 11/2016
    McLeod Express Decatur, IL
    • Monitored participant workflow and behaviors throughout the training process.
    train
    Over The Road Truck Driver, 09/2015 to 09/2016
    Crete Carrier Lincoln, NE
    Over The Road Truck Driver, 10/2014 to 09/2015
    Western Express Nashville, TN
    Cashier, 07/2014 to 09/2014
    Kohl's Ellicott City Ellicott City, MD
    • Greeted customers entering the store to ascertain what each customer wanted or needed.
    • Provided an elevated customer experience to generate a loyal clientèle.
    • Developed reputation as an efficient service provider with high levels of accuracy.
    • Routinely answered customer questions regarding merchandise and pricing.
    • Operated a POS system to itemize and complete an average of Number customer purchases.
    Temporary Dispatcher, 04/2013 to 08/2013
    Randstad Staffing Odenton, MD
    Truck Driver, 08/2012 to 01/2013
    Werner Enterprises Omaha, NE
    Call Center Operator, 06/2006 to 05/2012
    The Cleaning Authority Columbia, MD
    • Effectively managed a high-volume of inbound and outbound customer calls.
    • Answered a constant flow of customer calls with up to 50-75 calls in queue per minute.
    • Defused volatile customer situations calmly and courteously.
    • Referred unresolved customer grievances to designated departments for further investigation.
    sotop, stop stop
    • Greeted customers in a timely fashion while quickly determining their needs.
    • Recommended merchandise to customers based on their needs and preferences.
    • Responded to customer questions and requests in a prompt and efficient manner.
    • Engaged with customers in a sincere and friendly manner.
    • Built relationships with customers to increase likelihood of repeat business.
    Administrative Assistant, 01/2006 to 07/2006
    Strategic Edg Columbia, MD
    Education
    Bachelor of Science: Accounting, DeVry University - Chicago, IL
    This resume is created in 7 minutes.
    Objective

    Seeking to bring new positive and enthur

    Skills
    • Computer proficient
    • Quick learner
    • File/records maintenance
    • Time management
    • Bilingual in English and Spanish


    • Creative problem solving
    • Customer satisfaction
    • Prioritizing 
    • Office Duties
    • Answering phone calls 
    • Communication skills
    Experience
    Call Center Representative, TVC Marketing, May 2013-August 2014 Oklahoma City, OK
    While being an employee of TVC  I  provided  appropriate information in response to customer inquiries. Maintained up-to-date records at all times.
    Properly directed inbound calls in phone queues to improve call flow. 
    Collected customer feedback and made process changes to exceed customer satisfaction goals.
    Team Lead, Kamp's 1910 Café, August 2014-March 2017 Oklahoma City, OK While being an employee of Kamps  I started as a barista serving coffee and food. After being there some time I took new challenges to help the company when needed, without hesitation and with a positive attitude. I worked my way up to team lead so i had many new responsibilities to  take care of.  I was responsible for all money handling on my work shifts long with working with my peers to help us give back good customer service. Learning how to close down the restaurant as well. 
    Education and Training
    High School Diploma Putman City Original, , Okc Ok Oklahoma 2008
    This resume is created in 7 minutes.
    Professional Summary
    Passionate admin focused on properly greeting each guest, responding quickly to all inquiries and answering phone calls with a professional and friendly attitude. With a background in retail sales and customer service. Exceptional organization, critical thinking and time management skills. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
    Skills
    Excellent phone etiquette Multi-line phone skills Effective managerial techniques Very good data entry Familiar with MS office
    Work History
    Administrative Assistant, 01/2018 to Current
    Settle Service International Sydney , NSW
    • Greeted visitors entering the office, determined the nature and purpose of visit and directed them to the appropriate destination.
    • Distributed company-wide announcements, booked conference rooms and coordinated catering for annual staff development forum.
    • Located and attached appropriate files to incoming correspondence requiring replies.
    • Frequently used word processing, spreadsheet, database and presentation software.
    • Developed and maintained an internal client filing system profiling  and record keeping 
    Call Center Operator, 11/2017 to 01/2018
    Settlement Services International Liverpool, NSW
    • Outbound & inbound cold call Acted professionally and patiently when addressing negative customer feedback.
    • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
    • Gathered and verified all required customer information for tracking purposes.
    • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
    • Managed high call volume with tact and professionalism.
    • Evaluated consumer reports on a daily basis.
    • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
    Administration Assistant, 10/2017 to 10/2017
    Australian Museum Sydney, NSW
    • Assisted with event planning, including associated travel and logistical arrangements.
    • Answered and managed incoming and outgoing calls while recording accurate messages.
    • Greeted numerous visitors, including VIPs, vendors and interview candidates.
    Beauty Advisor, 09/2013 to 09/2014
    Wjooh - Damascus
    • Communicated effectively with management concerning important customer issues.
    • Remained polite when speaking with difficult guests on the phone.
    • Greeted all guests in a warm and friendly manner to create a positive first impression.
    Education
    Certificate III: Business Administration: Business , in progress
    Upskilled - Sydney
    Bachelor of Arts: Oil painting, 2016
    Damascus University -
    Damascus, Damascus Governorate, Syria
    This resume is created in 7 minutes.
    Summary

    Practiced Call Center Representative with BCPS and CMD Solutions expertise and a passion for helping customers. Successful in processing a high volume of calls, maintaining detailed records and handling inquiries to customers' satisfaction. Outstanding in maintaining privacy of confidential and sensitive information.

    Skills
    • Strong organizational skills
    • Active listening skills
    • Courteous demeanor
    • Store maintenance ability
    • Telecommunication skills
    • Adaptive team player
    • Data Entry
    • Microsoft Excel
    • Microsoft Word
    • Microsoft PowerPoint
    • Typing
    Experience
    Cashier Sales Associate 08/2018 to Current Dollar Tree Baltimore, MD
    • Informed customers about all product lines and services offered by the company.
    • Maintained flexibility to work a varied schedule that included nights and weekends.
    • Presented a friendly and positive attitude while communicating clearly with customers and colleagues.
    • Communicated information to customers about product quality, value and style.
    • Received and processed cash and credit payments for in-store purchases.


    Call Center Representative 02/2018 to 05/2018 Absolute Staffing & Consulting Solutions Westminster, MD
    • Received calls from school staff and created a spreadsheet to enter data into the system in regards to temperature readings.
    • Transcribed data after verifying accuracy. 
    Cashier Food Prep 01/2017 to 10/2017 Compass Group Towson, MD
    • Maintained facility compliant with health codes, sanitation requirements and license regulations.
    • Appropriately suggested additional items to customers to increase restaurant sales.
    • Maintained neat and attractive bakery food cases.
    • Offered product recommendations when appropriate.
    • Closed down the kitchen after each shift and precisely followed closing checklist for kitchen stations.
    • Made sandwiches, including specialty items and custom orders.
    Cashier Sales Associate 08/2016 to 12/2016 Walmart Baltimore, MD
    • Maintained flexibility to work a varied schedule that included nights and weekends.
    • Remained standing for prolonged periods of time, in addition to repeated walking, bending, stretching and occasional lifting up to 25 lbs.
    • Presented a friendly and positive attitude while communicating clearly with customers and colleagues.
    • Processed an average of 115 transactions each day in a timely manner.
    Temporary Call Center Representative 03/2016 to 07/2016 CMD Solutions Baltimore, MD
    • Effectively controlled the release of proprietary and confidential information for college students.
    • Corresponded with cmd department 3 team to determine solutions to problems.


    Cashier Customer Service 08/2015 to 03/2016 Walmart Baltimore, MD
    • Handled Cash
    • Provided excellent customer service
    • Provided answers to customers questions about store products
    Education and Training
    Culinary Arts 2019 Stratford University Baltimore, MD, United States Servsafe Certification
    This resume is created in 7 minutes.
    Skills
    • Top-ranking Sales Executive
    • Proficient in Financial Lending
    • Budget, Credit and Collections
    • Customer Relations/ Satisfaction & Problem Solving
    • Expense Control, Payables, Receivables and Payroll 
    • Currently using Salesforce, Google suites, MS Office, CRM Systems and IDX
    • Customer Trust and Empathy
    • Active Listening & Creative Problem Solving
    • Observation skills to notice compatible skills in others
    • Leadership & Organizational Skills 
    • True Believer of Culture
    • Background in Startup Life & Scrappiness
    • Senior Lead for Large Chanel Partnership B2B B2C
    • Senior Account Manager 
    • Internal and Quality Team Auditing 
    • Panel Interviews & Assisting in New Hire Team Building 
    • Clear, Honest, Empathic Communication Skills
    • Team Building with Positive Language
    Summary
    Over 24+ years of Managing & Leading. Results-driven sales and management professional who exceeds revenue goals, quickly develops new accounts and achieves high customer service satisfaction ratings. Excellent customer service management who identifies customer needs and delivers solutions to problems. Personable and deadline-driven. Experienced in working in a fast-paced environment. Solid team player who offers an Empathetic, Positive and Cooperative Attitude. 
    Experience
    Customer Service Account Manager
    San Francisco, CA
    EarnUp Inc / Aug 2016 to Current
    • 3 + years Account Managing and Customer Care in Call Center
    • Managed all accounts new and existing customer base always offering more products and services.
    • Consistently securing and retaining customers, sales resulting in a 75%+ conversion rate.
    • Addressed all customer questions and concerns regarding products, prices and schedules.
    • Lead contact for Large Partnership B2C
    • Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
    • Review and provide comments on the adequacy of documents and took necessary steps to cure any deficiencies.
    Small Business Owner
    Burlingame, CA
    SR Property/ Jun 2008 to Current
    • 10+ years Managing 9 contracted employees.
    • Contracted with 10 Major Banks handling all Foreclosed home Inspections and Preservation until the sale of the home.
    • Manage payroll, acct receivable/payable, time and attendance systems.
    • Recruited, hired and trained new Hire 
    • Renegotiated payment terms with contracted banks.
    • Achieved proper compliance and accurate executive level reporting.
    • Verified contractors were in compliance with established policies with all contracted Banks.
    Sales Associate/ Senior Loan Processor/Loan Originator
    Daly City, CA
    EFA Financial Services/ Jan 2002 to Sep 2008
    • 6+years in the Mortgage and Loan Servicing Field
    • Developed close relationships with area realtors and promoted builders to boost referral network.
    • Developed an excellent rapport with custom builders to expand opportunities for growth.
    • Actively follow-up with prospects and hot leads.
    • Created and maintained a large client base by meeting needs and providing exceptional customer service.
    • Sold homes in San Joaquin, SF, Sacramento and Contra Costa County.
    • Exceeded targeted sales goals.
    • Scheduled an average of 15 appointments per week.
    • Grew number of closed customers by 100% in one year time period.
    • Interviewed an average of 40 mortgage loan applicants per month.
    • Educated customers on the variety of loan products and available credit options.
    • Exceeded quarterly sales goals.
    • Effectively managed more than 100's client relationships.
    • Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports.
    • Analyzed applicants' financial status, credit and property evaluation to determine feasibility of lending.
    • Adhered to all federal and state compliance guidelines relative to retail mortgage lending.
    Lead Call Center Mentor
    Stockton, CA
    Sutter Gould Medical Foundation/ Feb 2007 to Jun 2013 6+ years in the Call Center, Lead Mentor and Quality Assurance that Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies. Monitored calls, Documented and Guided all 200 agents with necessary training needed. Panel interviewing for all new hire employees and onsite training for all new hires. 
    Education and Training
    Real Estate Principles: Real Estate Finance Rockwell Institute Milpitas, CA, United States Real Estate Principles, Practice & Real Estate Finance 
    Medical Assistant Bryman Medical School San Francisco, CA, United States
    High School Diploma Balboa High School San Francisco, CA, United States
    This resume is created in 7 minutes.
    Skills
    • Self-motivated
    • Strong verbal communication
    • Extremely organized
    • Team liaison
    Work History
    March 2013-May 2016 Distribution Operator | QVC Distribution Center | Florence, South Carolina
    • Picked up incoming stock and delivered materials to designated locations.
    • Knowledge of RF gun and receiving stock into inventory.
    • Knowledge and use of Standing RC and PE forklift equipment.
    • Moved pallets of merchandise using electric forklifts and electric pallets.
    • Maneuvered forklift safely in congested and confined areas.
    • Located proper slots on storage racks and set pallets in place with forklift.
    • Transported inventory items to appropriate locations.
    • Loaded, transported and stacked materials.
    • Communicated with floor managers to determine merchandise placement.
    • Received cargo by removing it from trucks by hand.
    • Received cargo by lifting and moving it using hand trucks and pallet jacks.
    April 2012-March 2013 Cashier Stocker | Harbor Freight Tools | Dillon, South Carolina
    • Assisted customers in selecting items based on needs.
    • Processed customer returns.
    • Completed purchases using Point of Sale systems.
    • Assisted on sales floor as needed to maintain service standards.
    • Moved new inventory to sales floor and arranged on shelves or other displays in an attractive manner.
    • Answered customer telephone calls promptly and in an appropriate manner.2
    • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
    • Cleaned and organized the store, including the checkout desk and displays.
    December 2009-January 2012 Call Center Representative | Alorica | Cutler Bay, Florida
    • Answered customer telephone calls promptly and in an appropriate manner.
    • Directed calls to appropriate individuals and departments.
    • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
    • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
    • Documented all customer inquiries and comments thoroughly and quickly.
    • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
    Education
    2003 High School Diploma: South Miami Senior High School, Miami, FL