monitoring call center agent resume example with 3+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

  • Proficiency in ReactJS, PHP, NodeJs, Java and Python
  • Training and Development
  • System Documentation
  • Resolving Issues
  • Problem-Solving Skills
  • Documentation and Reporting
  • Technical Support
  • CRM Software
  • Customer Service
  • System Troubleshooting
  • Technical Documentation
  • Product Knowledge
  • Troubleshooting and Diagnosis
  • Technical Troubleshooting
  • Agile Methodologies
  • JIRA
  • Scrum Methodology
  • Deadline Driven
  • Code Reviews
  • Web Applications
  • Javascript
  • PHP
  • Databases
  • HTML
Education and Training
Centennial College Toronto, ON, Expected in 04/2024 Associate of Science : Software Engineering Technician - GPA :
University of Lagos Yaba, Lagos, Expected in 10/2019 Bachelor of Science : Zoology - GPA :
  • Technical Support Coursera, Google - 2021.
  • Machine Learning Foundations Udacity, AWS - 2021.
  • Introduction to Cloud Computing, Udemy - 2020.
  • Data Analytics Coursera, Google - 2022.
  • cPanel & WHM System Administrator (CWSA-1) - 2020
Unitedhealth Group - Monitoring Call Center Agent
San Bernardino, CA, 04/2023 - Current
  • Managed high-volume of inbound and outbound customer calls.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Conducted video surveillance and monitored security equipment at facilities to ensure optimal security.
  • Documented incident reports according to customer and department requirements, maintaining accurate alarm handling procedures and interactions records.
HUGO TECHNOLOGIES, - Strategy and Transformation Analyst
City, STATE, 07/2022 - 12/2023
  • Reviewed established procedures to assess areas in need of improvement.
  • Implemented unique methods and methodologies, which helped reduce and resolve issues.
  • Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
  • Researched and led investigations into various areas to drive improvements and devise new processes.
  • Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
  • Devised new and improved records management programs to organize and protect data.
  • Prioritized and organized tasks to efficiently accomplish service goals.
Lenilabs - Software Developer / Technical Support Engineer
City, STATE, 10/2018 - 12/2020
  • Analyzed solutions and coding fixes for software problems.
  • Met with stakeholders, product teams and customers throughout system development lifecycle.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Coordinated with project managers to meet development timelines and plan testing.
  • Tackled development tasks based on system requirements and documented approaches.
  • Liaised with QA testers to perform testing meeting various parameters.
  • Developed web applications using variety of engineering languages.
  • Conducted full lifecycle software development from planning to deployment and maintenance.
  • Engaged with user experience designers crafting clean interfaces with simple, intuitive interactions and functions for software package.
Konga - Customer Service Representative
City, STATE, 06/2018 - 09/2018
  • Assessed client data from reports to better understand possible renewal risks.
  • Reviewed established procedures to assess areas in need of improvement.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.

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Resume Overview

School Attended

  • Centennial College
  • University of Lagos

Job Titles Held:

  • Monitoring Call Center Agent
  • Strategy and Transformation Analyst
  • Software Developer / Technical Support Engineer
  • Customer Service Representative


  • Associate of Science
  • Bachelor of Science

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