(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary
Customer Service Professional  driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.

  • Exceptional communication skills
  • MS Windows proficient
  • Strong client relations
  • Multi-line phone talent
  • Mediation capability
  • Adobe InDesign
  • Adobe Photoshop
  • Excellent interpersonal skills
  • Familiarity with Key Performance Indicators (KPIs)
  • Call center metrics decoding aptitude
  • Marketing savvy
  • Exceptional writer
  • Social media
  • Fast learner
  • Creative writing background
  • Excellent work ethic
  • Types 65 WPM
  • ZenDesk
  • Word
  • software
  • [Software Name] software
  • Strong interpersonal skills
  • Social media management
  • Chicago Manual of Style
  • AMA Style
  • Proofreading
  • PowerPoint proficiency
  • Presentations
Portland Community College Portland, OR Expected in Associate of Arts : - GPA :
  • Coursework in Accounting, Finance and Statistics
  • Completed Advanced Customer Service training
  • Desktop publishing 
  • E-commerce coursework
  • Business Communications coursework
Western Oregon University Monmouth, OR Expected in Bachelor of Arts : US History - GPA :
  • Emphasis in [Name of Emphasis]
  • Student government representative
  • Coursework in English and Literature
  • Coursework in Information Technology
  • Emphasis in Professional Editing
Work History
Columbia Sportswear (Via Aerotek Staffing Services ) - Tigard, Oregon - e Commerce Customer Service Representative
City, STATE, 09/2015 - 01/2016
  • Answered an average of [number] calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Described product to customers and accurately explained details and care of merchandise.
  • Contributed to annual store sales of $[amount] million per year.
  • Scored in top 10% of employees in successful resolution of issues
  • Achieved sales goals and service performance requirements of $[amount] through new customer sales.
  • Recommended alternative items if product was out of stock.
Epiq Systems Inc. (Via Adecco Staffing Services ) - Phone Agent CSR 1, Team Lead
City, STATE, 02/2014 - 02/2015
  • Answered a constant flow of customer calls with up to [number] calls in queue per minute.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Prepared reports and communication for senior management and clients.
  • Managed high call volume with tact and professionalism.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Met or exceeded service and quality standards every review period.
Pup-A-Razzi - Dog Daycare Manager
City, STATE, 06/2009 - 2013
  • Relieved boredom and stress of living in a shelter environment by walking, playing and tending to dogs. Recorded activity and noted any unusual behavior or medical issues.
  • Ensured public safety and upholding state and regional laws by working with local health departments, police and other law enforcement agencies.
  • Cleaned kennels, animal holding areas, examination and operating rooms, and animal loading/unloading facilities.
  • Greeted customers promptly.
  • Completed store opening and closing procedures.
  • Trained and mentored new employees.
  • Opened inventory boxes and restocked shelves.
  • Rotated stock according to dates and protocols.
  • Accepted and processed customer returns.
  • Improved customer service by projecting friendly and knowledgeable attitude.
  • Oversaw team of [number] employees.

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School Attended

  • Portland Community College
  • Western Oregon University

Job Titles Held:

  • e Commerce Customer Service Representative
  • Phone Agent CSR 1, Team Lead
  • Dog Daycare Manager


  • Associate of Arts
  • Bachelor of Arts

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