Customer Support Representative Resume Example
A customer support representative resume is evaluated on resolution ownership measured by CSAT scores, not lists of basic tasks like answering phones or emails.
This resume is for customer support representatives who manage high-volume ticket queues and multi-channel communication but are not yet responsible for setting department-wide support strategy or managing entire support teams. It also works for customer support specialists transitioning into more complex service environments.
- Ownership of the end-to-end resolution process for complex customer issues
- Evidence of measurable improvements to support efficiency or customer satisfaction scores
- Reliability in managing high-volume queues while maintaining service level agreements
- Professional summary highlighting core support specializations
- Experience section emphasizing quantified resolution metrics
- Skills list categorized by technical platforms and functional competencies
Lauren Campbell
Summary
Experience
- Resolved an average of 45 tickets daily with a 94% customer satisfaction (CSAT) score, exceeding the department benchmark by 12%.
- Managed multi-channel support across phone, email, and live chat for a user base of 850,000+ monthly pharmacy patients.
- Prioritized urgent prescription escalations over routine account inquiries during a major system migration, maintaining a sub-2-hour response time for critical issues.
- Mentored 2 new hires on HIPAA compliance and Zendesk workflow optimization, reducing their onboarding ramp-up time by 3 weeks.
- Reduced average handle time (AHT) by 22% by creating a library of 50+ standardized response templates for common logistics tracking issues.
- Managed high-volume shipping inquiries for 15 enterprise-level accounts, ensuring 98% of issues were resolved within the initial 24-hour service level agreement (SLA).
- Identified a recurring data entry issue in the CRM system and proposed a validation rule that eliminated 15% of shipment routing errors.
Education
Skills
Customer Support · Communication · Problem Solving · CRM Systems · Issue Resolution · Patience · Zendesk · Salesforce · HIPAA Compliance · Multi-Channel Support · Process Documentation · Quality Assurance · Mentoring · SLA Management · Escalation Handling
What makes this resume effective
- This resume meets the hiring bar for customer support representatives by demonstrating process ownership, measurable efficiency gains, and proficiency in multi-channel support environments.
- At Walgreens, Lauren highlights a 94% CSAT score and a 12% improvement over department benchmarks, which signals high performance to hiring managers.
- The XPO Logistics entry shows proactive problem-solving by referencing the creation of 50+ response templates that reduced handle time by 22%.
How to write better bullet points
Answered customer emails and phone calls.
Managed multi-channel support across phone, email, and live chat for 850,000+ monthly pharmacy patients.
It adds specific scale and channel variety to show the complexity of the environment.
Helped train new employees.
Mentored 2 new hires on HIPAA compliance and Zendesk optimization, reducing onboarding ramp-up by 3 weeks.
It quantifies the leadership impact and specifies the knowledge areas transferred.
Improved response times for the team.
Reduced average handle time by 22% by creating a library of 50+ standardized response templates for logistics issues.
It demonstrates proactive initiative and a measurable improvement to operational efficiency.
Customer Support Representative resume writing tips
- Connect your daily ticket volume to specific satisfaction scores to prove quality and quantity.
- Highlight instances where you improved a workflow or created documentation for the team.
- List specific CRM platforms and support channels to show your technical range and reliability.
Common mistakes
- Focusing only on tasks like 'answered phones' instead of the outcomes achieved during those interactions.
- Omitting technical tools like Zendesk or Salesforce, which suggests a lack of technical readiness for modern support environments.
- Ignoring compliance and privacy standards like HIPAA or GDPR in roles involving sensitive customer data.
Frequently asked questions
Is this resume right for someone with only one year of experience? Yes, if you demonstrate mastery of support tools and clear metrics; no if your experience is limited to retail tasks without a formal ticketing system.
Yes, if you demonstrate mastery of support tools and clear metrics; no if your experience is limited to retail tasks without a formal ticketing system.
Yes, if you can demonstrate mastery of support tools and have clear metrics showing your individual contribution. No, if your experience is limited to basic retail transactions without a formal ticketing or CRM system.
What if my background isn't in pharmacy or logistics? Yes, because the focus is on problem-solving complexity and software proficiency rather than specific industry knowledge like pharmacy or logistics.
Yes, because the focus is on problem-solving complexity and software proficiency rather than specific industry knowledge like pharmacy or logistics.
You can still use this format by focusing on the complexity of the problems you solved and any improvements you made to customer service. Emphasize your communication skills and any specific software you used to track your work.
What if I don't have access to my exact CSAT or resolution numbers? Use performance ranges or department averages to quantify impact; recruiters expect specific indicators of performance even if they are estimates.
Use performance ranges or department averages to quantify impact; recruiters expect specific indicators of performance even if they are estimates.
You can use ranges or approximations based on your performance reviews or department averages. In this resume, Lauren quantifies her 94% CSAT score, which is the level of specificity recruiters expect.
How much should I change before applying? Keep the metric-driven structure and CRM tool mentions, but replace industry-specific details with keywords found in the new job description.
Keep the metric-driven structure and CRM tool mentions, but replace industry-specific details with keywords found in the new job description.
Keep the structure of the bullet points that emphasize metrics and specific tools like Zendesk. Replace the specific industry details with keywords relevant to the company you are targeting.
What do hiring managers focus on at this level? Hiring managers look for a balance of CRM proficiency and the soft skills required to handle difficult escalations and work independently.
Hiring managers look for a balance of CRM proficiency and the soft skills required to handle difficult escalations and work independently.
Recruiters look for a balance of technical proficiency with support software and the soft skills required to handle difficult escalations. They want to see that you can work independently and contribute to the team's overall efficiency.
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