When it comes to dealing with customers, you know a first impression goes a long way toward a great customer experience. With your resume, the same principle applies; a good first impression is essential to catching employers’ eyes and getting an interview call. Your resume should introduce your selling points to employers in a positive light. If you’re running into trouble finding the right way to differentiate your experience and accomplishments, looking at an example like our CSR resume sample can be a great way to understand just what makes a resume truly pop.
With our sample and useful tips, we’ll show you resume best practices that span writing style, content, organization, and format. These examples work as both instructional tools and inspiration; once you see how our sample candidate quantifies his accomplishments, you can review your own job history to determine what positive contributions you should showcase. Take a look at our pointers, and try improving your own resume.
With our sample and useful tips, we’ll show you resume best practices that span writing style, content, organization, and format. These examples work as both instructional tools and inspiration; once you see how our sample candidate quantifies his accomplishments, you can review your own job history to determine what positive contributions you should showcase. Take a look at our pointers, and try improving your own resume.
CSR Resume Sample
James Lourdes
Houston, TX 11111 • jameslourdes@emailservice • 555-982-4984
Houston, TX 11111 • jameslourdes@emailservice • 555-982-4984
Summary
Customer-focused CSR providing outstanding service to retail customers in a call center environment. Possess three years of experience delivering an exceptional customer experience by remaining attentive to customer needs, providing subject matter expertise on company products, and quickly resolving customer issues. Noted for maintaining top rankings in cross-sells, up-sells, call volume, and call time.
Skills
- Customer relationship management and support
- Taking telephone orders
- Order tracking
- Problem-solving and issue resolution
- Cross-selling and up-selling
- Efficiency improvements
- Written and verbal communications to convey product knowledge and advice
- Pleasant demeanor with excellent rapport
Work Experience
Customer Service Representative, 2015 – Present
Office Warehouse, Houston, TX
Office Warehouse, Houston, TX
- Accept inbound calls, providing customer support and assistance for order placement, product information, order tracking, and returns of office supplies
- Communicate with customers to understand their needs and guide them in making purchases, including handling sensitive credit card and e-check information and providing confirmations and tracking information
- Research product information to answer inquiries as needed, including discussing features and product specifications
- Resolve problems with diplomacy and tact by soothing upset customers and quickly investigating issues to propose solutions
- Demonstrated excellence when working with VIP and GSA accounts; prevented a costly $200,000 order error for a major client account by identifying a mistake in product billing information
- Progressed in level of responsibility, taking on higher levels of authority with more sensitive clients
- Ranked first for shortest mean call time, with an average 4.9 (out of 5.0) in customer satisfaction scores, and maintained a position in the top 1-2% of representatives for incremental sales
Customer Service Representative, 2014-2015
Staplers Center, Austin, TX
Staplers Center, Austin, TX
- Handled inbound office supply sales, order entry, and order tracking calls
- Investigated and resolved customer issues
- Researched product information for supplies and furniture
- Assisted customers with special orders such as bulk purchases and large or expensive items
- Used persuasive selling tactics and customer consultation to average $10,000 in add-on sales per week
- Won a Team Player Gold Award for coaching junior personnel to cut 12 seconds from average call times
Education
Bachelor of Business Administration (in progress, expected 2018)
University of Houston, Houston, TX
Associate of Science in Animation
The Art Institute of Houston, Houston, TX
University of Houston, Houston, TX
Associate of Science in Animation
The Art Institute of Houston, Houston, TX
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Is This a Good CSR Resume? Let’s Check
Does the CSR resume sample focus on the combination of soft skills and problem-solving capabilities necessary for a customer service representative?
Customer service is a sector that relies heavily on soft skills, and you need to showcase those soft skills in your resume using important key phrases, such as the ones shown in our sample. The candidate in our sample resume covered customer experience management, customer needs, cross-sells, up-sells, consultative selling, problem-solving, relationship building, and product knowledge. Instead of just listing these keywords in your resume, show how you used these skills in you work experience to make positive contributions.
Does the resume sample differentiate between call center and in-store customer service?
It does. Call center CSR work is different from in-store customer service even though it requires many of the same soft skills. In our CSR resume sample, there’s a stronger focus on things such as call times, call quality, and use of order-entry software. If you were writing this resume for in-store customer service, you would focus on representing the store with a friendly face and attitude, maintaining a clean and welcoming store environment, directing customers to products, and suggesting complementary items.
Is the resume sample weighted most heavily toward the most recent position?
It’s a good idea to focus the most attention on your more recent positions; this shows progression and also avoids the kind of repetition and clutter that causes readers to tune out. Summarize older positions down to just a few relevant points and key positions, and make the strongest impact in discussing your most recent job, as this is likely the first work experience entry employers read.
Does the CSR resume show measurable contributions to sales using value-added skills?
Absolutely! Using cross-selling, up-selling, and consultative/persuasive capabilities, the candidate in our CSR resume sample shows quantifiable achievements such as ranking in the top 1-2% for incremental sales and averaging $10,000 in weekly add-on sales. It’s important to back up your claims with metrics to show measurable proof of your contributions; numbers catch the eye and create a stronger impression on readers.
Is this resume focused on presenting a positive customer-focused mentality?
You never want your resume to read like the stereotype of the bored, disinterested customer service representative who’s just looking at the clock until it’s time to check out. Write your resume in an active tone like the one in our sample, remaining professional while still conveying friendliness and a talent for communications.
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The Most Important CSR Resume Sample Takeaways
Remember to start your resume with a positive introduction, just like any customer interaction. Employers may not be your customers, but they want to see your customer service skills shine through in your resume. Make sure to focus on pivotal keywords such as problem-solving and customer relationship management, and use your work experience section to demonstrate how you applied those skills, as shown in our CSR resume sample. Be clear on your accomplishments, including providing measurable metrics. With these tips, you’re on your way to a great resume; for more help, try our resume builder.
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