Customer Service Representative Resume Template
A finished one-page customer service representative resume with the duties, tools and credentials employers look for. Download it as Word or PDF, print it, or change every line in the builder.
Heather Reed
Senior Customer Service Representative · E-commerce Support
Chicago, IL
(312) 555-9805
heather.reed@email.com
linkedin.com/in/heatherreed
HDI Customer Service Representative (HDI-CSR)
HDI
Profile
Customer service representative with 9 years in contact centers for retail and e-commerce brands, handling 55–70 calls, chats and emails a day. Holds a 94% CSAT score and cut average handle time by 18% on the returns queue.
Work Experience
Senior Customer Service Representative
2021 – Present
Lakeview Home Goods Online, Chicago, IL
- Handle 55–70 calls, chats and emails a day on orders, shipping delays, returns and warranty claims.
- Hold a 94% CSAT score and an 86% first-contact resolution rate across phone and chat queues.
- Cut average handle time on the returns queue by 18% after rewriting 40 Zendesk macros.
- Take escalated calls from 12 frontline reps and approve refunds and credits up to $500.
- Wrote knowledge base articles for 25 top ticket types, now used in onboarding for every new hire.
Customer Service Representative
2018 – 2021
Prairie State Wireless, Schaumburg, IL
- Answered 70+ inbound calls a day on billing, plan changes and device activation for wireless accounts.
- Saved 31% of cancellation calls with retention offers, beating the team goal of 25%.
- Processed device returns, bill credits and payment arrangements in Salesforce Service Cloud.
- Kept schedule adherence above 95% while covering holiday and weekend overflow shifts.
Customer Service Associate
2016 – 2018
Windy City Office Supply, Chicago, IL
- Entered phone and fax orders for 300+ business accounts and checked stock and delivery dates.
- Tracked lost shipments with UPS and FedEx and set up replacement orders for affected customers.
Service Skills
Omnichannel support
De-escalation
Returns & refunds
Order management
Retention offers
Knowledge base writing
CSAT & AHT improvement
Platforms
ZendeskSalesforce Service CloudFive9Shopify AdminMicrosoft Dynamics 365
Education
High School Diploma
2015
Lane Tech College Prep High School
Names, employers and dates on the sample are invented. Duties and software come from O*NET 31.0; credentials were checked against the sources listed below.
Skills to list
- CRM Software (Salesforce, Zendesk)
- Call Center Systems
- Conflict Resolution
- Order Processing
- Product Knowledge
- Live Chat Support
- Complaint Resolution
- Data Entry
Software and tools
- Microsoft Outlook
- Microsoft Office software
- Microsoft Excel
- Microsoft Dynamics
- Zendesk
- Salesforce Service Cloud
- Five9
- Microsoft PowerPoint
- Sage 50 Accounting
- Microsoft Word
Duties to describe on a customer service representative resume
- Conferred with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Checked to ensure that appropriate changes were made to resolve customers' problems.
- Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Determined charges for services requested, collected deposits or payments, or arranged for billing.
- Completed contract forms, prepared change of address records, or issued service discontinuance orders, using computers.
Titles along the way
- Customer Service Representative
- Senior Customer Service Representative
- Customer Service Supervisor
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