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Call Centre Resume Sample

By Jamie Thork
woman on the phone typing on computer

Are you ready to answer the call of a new job? Before your phone starts ringing with offers, you need a comprehensive call centre resume tailored to the jobs you're chasing. For writing tips, view this call centre resume sample.

All good resumes start off with a few compelling sentences that will quickly grab the reader's attention. This is known as a career summary or qualifications summary; these are more common nowadays than a call centre agent resume objective. However, both an objective and a summary include the reasons why someone would want to hire you. Be sure to call out what makes you so good at being a call centre agent and be specific.

Directly below the summary, you'll see the call centre resume skills in a bulleted list. It's cleaner than separating each with a comma and having them appear one after the other in a paragraph. This makes it much easier for the reader to skim your resume and notice the value you could bring to their company. For more writing tips, follow along with the call centre resume example below.

Call Centre Resume Sample

MICHAEL LOPEZ

Toronto, ON | 555-555-5555 | ml@somedomain.com

Call Centre Pro with Inbound & Outbound Experience
Collections | Sales | Customer Service | Team Training and Mentoring

Customer-centric, bilingual (English Spanish) call centre representative with a history of top-ranked production in inbound and outbound call centres. Routinely singled out for high-volume, high-quality work within deadline-intensive settings spanning collections, customer service and sales areas.

  • Call Centre Operations
  • Inbound & Outbound Call Handling
  • Skip Tracing & Internet Research
  • Complaint Handling & Issue Resolution
  • Telephone Sales & Customer Support
  • Customer Service Excellence
  • Order Processing / Transaction Management
  • Data Entry and Database Administration

Professional Experience
ABC company, Inc. (Collections company with diverse-industry clientele) | Toronto, ON
Call Centre Representative / Peer Mentor, 20XX to Present - Call Centre Associate, 20XX to 20XX

Rapidly promoted to mentor a 12-member team while concurrently providing top-notch collections support within an outbound call centre. Handle account queues ranging from 60 to 100 accounts daily, working delinquencies that include FPD (first payment default), EPD (early payment default), 31–59 DPD (days past due), 60–89 DPD and 90–120 DPD.

  • Awarded Results: Distinguished as a top producer and revenue-generator. Consistently achieved #1, #2, or #3 rankings company-wide in queue resolution, dollars collected, and calls made month-over-month. Honored with Blue Ribbon Award for quarterly goal-surpassing performance.
  • Client Services: Negotiated with clients to resolve account delinquencies, earning client trust while maintaining company loyalty. Continually achieved 90%+ quality assurance scores while following federal, state, local and company guidelines.
  • Team Development: Mentored associates on a one-on-one basis to review KPIs and account results. Created development plans that improved performance-to-goal by up to 150%.
  • Process Improvement: Created a simplified checklist for monitoring weekly collections that helped increase team production results by up to 15%.

DEF Company, inc. (Online and catalog retailer of food and spa gift baskets) | Toronto, ON
Call Centre Representative, 20XX to 20XX

Managed inbound sales inquiries relating to products and promotions, quickly establishing relationships and rapport over the phone.

  • Goal-Surpassing Metrics: Met or exceeded call centre volume, sales, and customer satisfaction goals during tenure, achieving up to 115%, 135% and 110% of targets, respectively.
  • Solid Performance: Provided knowledgeable response to customer questions regarding products, order placement, shipping, ingredients, potential allergens, and packaging.

Education
Secondary School Diploma, XYZ Secondary School | Toronto, ON

Technology Skills
IRIS CRM; Salesforce.com; Infor CRM; ZOOM CallREC; Pivotal CRM;
Global Navigator (GNAV); MS Office; chat/IM systems; iOS and Android devices.

The median salary for a call centre representative is $39,521 per year, ranging between $30,160 and $57,917. For a more accurate estimate of how much you can make in your area, use Monster’s Salary Tool.

Then, look for call centre jobs on Monster when you’re ready to apply. Or you can look for opportunities in areas with the highest pay:

Let the Pros Review Your Resume—Free of Charge

As a call centre worker, you know the value in providing help to customers. Want to get the same kind of help for your resume? Get a free resume evaluation today from the experts at Monster. You'll get detailed feedback in two business days, including a review of your resume's appearance and content, and a prediction of a recruiter's first impression. Don't put your job search on hold. Let Monster help you refine your resume so you can get out there and start applying soon.