Call Center Agent Resume Template

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Call Center Agent Resume Template (Full Text Version)

Catarina Japon

Address: 51 Abylai Khan Avenue, 33000, Kuala Lumpur, Malaysia
Email address: catarinajapon@gmail.com
Phone number: 05776-5676

Profile

Results-oriented Call Center Agent with a proven track record of efficiently troubleshooting and resolving client inquiries. Proficient in cultivating client loyalty, delivering exceptional customer service, implementing innovative procedures, and overseeing client data management. Acknowledged by multiple managers for consistently delivering top-tier performance.

Work experience

01/2018 - 02/2019, Call Center Agent, Coinme, Inc., Kuala Lumpur, Malaysia
  • Delivered exceptional customer service to enhance overall customer satisfaction.
  • Developed and executed new procedures and processes to address various client administration issues.
  • Oversaw HIPAA level client data management, supported client-driven sales campaigns, and conducted staff training.
  • Conducted feedback sessions and generated monthly reports for management teams.
06/2016 - 01/2018, Call Center Agent, REDX, Inc., Kuala Lumpur, Malaysia
  • Managed 100-130 calls daily in a high-volume, fast-paced team setting.
  • Addressed all requests in the call center, including investigating inquiries, redirecting issues to appropriate parties, and fulfilling replacement orders for missing or damaged items.
  • Cultivated and retained client loyalty and satisfaction by achieving high success rates in one-call resolution; boosted sales and revenue by introducing innovative business strategies.
  • Acknowledged by senior management for delivering exceptional and commendable customer service.
05/2014 - 08/2014, Customer Care Representative Intern, iQor, Inc., Bristol, United Kingdom
  • Resolved technical support issues through phone calls and email.
  • Delivered exceptional customer service by taking ownership in assisting, investigating, and resolving client issues.
  • Quickly mastered essential documentation software for recording and researching client inquiries.
  • Executed additional tasks as delegated.
  • Recognized as Employee of the Month.

Education

09/2012 - 05/2016, Advertising and Marketing BA (Hons), Coventry University, Coventry, United Kingdom
  • Graduated with First Class Honours in Advertising and Marketing BA
  • Participated in Mathematical Society, Marketing Society, and Volleyball Club during academic years.
09/2010 - 05/2012, IB Diploma Programme, The International School of Kuala Lumpur, Kuala Lumpur, Malaysia
  • Achieved Distinction by obtaining Grade 1 (equivalent to A/excellent) in all six subjects upon completion of the IB Diploma Programme.

Skills

Languages Skills
Malay
English
Spanish
Computer Skills
Microsoft Office
Talkdesk, VanillaSoft
ProcedureFlow, Aircall
Interpersonal Skills
Analytical Skills
Communication Skills
Good Team Player
Multitasking
Problem Solving

Volunteering

05/2015 - 07/2015, Spanish Tutor, Go Overseas, Huainan, China
06/2013 - 07/2013, English Tutor, Go Overseas, Suva, Fiji

Certificates

07/2017, Customer Service Certification, New Skills Academy
04/2012, Driving Licence, Driving School

Hobbies

Exploring distant lands
Capturing moments
Every kind of sport

Milan’s work-life has been centered around job search for the past three years. He is a Certified Professional Résumé Writer (CPRW™) as well as an active member of the Professional Association of Résumé Writers & Careers Coaches (PARWCC™). Milan holds a record for creating the most career document samples for our help center – until today, he has written more than 500 resumes and cover letters for positions across various industries. On top of that, Milan has completed studies at multiple well-known institutions, including Harvard University, University of Glasgow, and Frankfurt School of Finance and Management.

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