Call Center Agent Resume Template

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Written by Milan Šaržík, CPRW

Certified Professional Résumé Writer

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Call Center Agent Resume Template (Full Text Version)

Catarina Japon

Address: 51 Abylai Khan Avenue, 33000, Kuala Lumpur, Malaysia

Email address: catarinajapon@gmail.com

Phone number: 05776-5676

Profile

Results-oriented Call Center Agent with a proven track record of efficiently troubleshooting and resolving client inquiries. Proficient in cultivating client loyalty, delivering exceptional customer service, implementing innovative procedures, and overseeing client data management. Acknowledged by multiple managers for consistently delivering top-tier performance.

Work experience

01/2018 - 02/2019, Call Center Agent, Coinme, Inc., Kuala Lumpur, Malaysia

Delivered exceptional customer service to enhance overall customer satisfaction.
Developed and executed new procedures and processes to address various client administration issues.
Oversaw HIPAA level client data management, supported client-driven sales campaigns, and conducted staff training.
Conducted feedback sessions and generated monthly reports for management teams.

06/2016 - 01/2018, Call Center Agent, REDX, Inc., Kuala Lumpur, Malaysia

Managed 100-130 calls daily in a high-volume, fast-paced team setting.
Addressed all requests in the call center, including investigating inquiries, redirecting issues to appropriate parties, and fulfilling replacement orders for missing or damaged items.
Cultivated and retained client loyalty and satisfaction by achieving high success rates in one-call resolution; boosted sales and revenue by introducing innovative business strategies.
Acknowledged by senior management for delivering exceptional and commendable customer service.

05/2014 - 08/2014, Customer Care Representative Intern, iQor, Inc., Bristol, United Kingdom

Resolved technical support issues through phone calls and email.
Delivered exceptional customer service by taking ownership in assisting, investigating, and resolving client issues.
Quickly mastered essential documentation software for recording and researching client inquiries.
Executed additional tasks as delegated.
Recognized as Employee of the Month.

Education

09/2012 - 05/2016, Advertising and Marketing BA (Hons), Coventry University, Coventry, United Kingdom

Graduated with First Class Honours in Advertising and Marketing BA
Participated in Mathematical Society, Marketing Society, and Volleyball Club during academic years.

09/2010 - 05/2012, IB Diploma Programme, The International School of Kuala Lumpur, Kuala Lumpur, Malaysia

Achieved Distinction by obtaining Grade 1 (equivalent to A/excellent) in all six subjects upon completion of the IB Diploma Programme.

Skills

Languages Skills

Malay

English

Spanish

Computer Skills

Microsoft Office

Talkdesk, VanillaSoft

ProcedureFlow, Aircall

Interpersonal Skills

Analytical Skills

Communication Skills

Good Team Player

Multitasking

Problem Solving

Volunteering

05/2015 - 07/2015, Spanish Tutor, Go Overseas, Huainan, China

06/2013 - 07/2013, English Tutor, Go Overseas, Suva, Fiji

Certificates

07/2017, Customer Service Certification, New Skills Academy

04/2012, Driving Licence, Driving School

Hobbies

Exploring distant lands

Capturing moments

Every kind of sport

Milan Šaržík, CPRW

Certified Professional Résumé Writer

Milan’s work-life has been centered around job search for the past three years. He is a Certified Professional Résumé Writer (CPRW™) as well as an active member of the Professional Association of Résumé Writers & Careers Coaches (PARWCC™). Milan holds a record for creating the most career document samples for our help center – until today, he has written more than 500 resumes and cover letters for positions across various industries. On top of that, Milan has completed studies at multiple well-known institutions, including Harvard University, University of Glasgow, and Frankfurt School of Finance and Management.

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