Customer Service Representative resume example. Plus the keywords recruiters search for.
A customer service resume that proves you resolve problems fast and keep customers happy — with the CSAT, CRM and support keywords employers filter on.
Reviewed by Nazir Elmurodov · Updated
/ The example
Customer Service Representative resume example.
Aisha Johnson
Customer Service Representative
Phoenix, AZ · aisha.johnson@email.com · (602) 555-0187
Summary
Customer service representative with 4 years in e-commerce and telecom support. I resolve issues on the first contact and keep satisfaction scores high under heavy volume.
Experience
Customer Service Representative, Desertline Telecom · Mar 2022 – Present
- • Handle 60+ calls, chats and emails a day with a 94% customer satisfaction (CSAT) score
- • Raised first-contact resolution from 71% to 86% by building a shared troubleshooting guide
- • Trained 8 new hires on Zendesk, billing systems and escalation steps
- • Recognized as top retention agent two quarters in a row, saving 120+ cancelling accounts
Customer Support Associate, Cactus Goods · Jun 2020 – Feb 2022
- • Answered order, return and shipping questions for an online store with 40K monthly orders
- • Cut average response time on email from 18 hours to 5
Education
Associate of Arts, Phoenix College, 2020
Skills
Customer support · Conflict resolution · Zendesk · Salesforce Service Cloud · Live chat · Billing inquiries · De-escalation · Data entry · Bilingual English/Spanish · Typing 70 WPM
Aisha Johnson
Customer Service Representative
aisha.johnson@email.com · Phoenix, AZ
(602) 555-0187
Summary
Customer service representative with 4 years in e-commerce and telecom support. I resolve issues on the first contact and keep satisfaction scores high under heavy volume.
Experience
Customer Service Representative — Desertline Telecom
Mar 2022 – Present
• Handle 60+ calls, chats and emails a day with a 94% customer satisfaction (CSAT) score
• Raised first-contact resolution from 71% to 86% by building a shared troubleshooting guide
• Trained 8 new hires on Zendesk, billing systems and escalation steps
• Recognized as top retention agent two quarters in a row, saving 120+ cancelling accounts
Customer Support Associate — Cactus Goods
Jun 2020 – Feb 2022
• Answered order, return and shipping questions for an online store with 40K monthly orders
• Cut average response time on email from 18 hours to 5
Education
Phoenix College
Associate of Arts · 2020
Skills
Customer support, Conflict resolution, Zendesk, Salesforce Service Cloud, Live chat, Billing inquiries, De-escalation, Data entry, Bilingual English/Spanish, Typing 70 WPM
Why it works
It uses the metrics support managers track — CSAT, first-contact resolution and response time — and lists the help-desk tools and languages that are common screening questions.
Use this as your starting point
Opens in the editor with every section filled in. Swap in your own details and download a PDF or Word file free.
Start from this exampleSample resume. Names, companies and figures are illustrative.
/ Summary examples
Three summary examples. Pick the one closest to you.
Two or three lines: your level, your field and one result.
- Entry level
Friendly, reliable retail associate moving into customer service. Handled 100+ customers a shift and resolved returns and complaints without manager escalation.
- Experienced
Customer service representative with 4 years in telecom and e-commerce. I keep a 94% CSAT while handling 60+ contacts a day.
- Team lead
Support team lead who has coached 12 agents, raised team CSAT from 82% to 93% and cut average handle time by 20%.
More for other jobs and situations (no experience, career change, senior): resume summary examples.
/ Bullet points
Bullet point examples. From duty to result.
Turn duties into results: what you did, how, and what changed.
Satisfaction
Instead of: Provided great customer service
Write: Kept a 94% CSAT score while handling 60+ calls, chats and emails a day
Resolution
Instead of: Solved customer problems
Write: Raised first-contact resolution from 71% to 86% with a shared troubleshooting guide
Retention
Instead of: Helped keep customers
Write: Saved 120+ cancelling accounts as top retention agent two quarters in a row
Speed
Instead of: Answered emails quickly
Write: Cut average email response time from 18 hours to 5
/ Keywords
Keywords and skills for customer service representatives.
These come up often in customer service representative job posts. Include only the ones you can back up in an interview, and use the exact wording from the post you're applying to.
- Customer service
- Customer satisfaction
- CSAT
- First-contact resolution
- Conflict resolution
- De-escalation
- Zendesk
- Salesforce
- Freshdesk
- CRM
- Live chat
- Call center
- Order management
- Bilingual
/ ATS tips
ATS tips for customer service representatives.
Use the metrics
CSAT, first-contact resolution, average handle time and volume are what support managers compare.
List languages clearly
"Bilingual English/Spanish" is a common filter — put it in skills, in plain text.
Name the help-desk tools
Zendesk, Freshdesk and Salesforce Service Cloud show you can start quickly.
Show reliability
Awards, attendance records or being chosen to train others signal trust.
How does your customer service representative resume compare?
Free ATS score, missing keywords and fixes in about 10 seconds.
/ Questions
Customer Service Representative resume FAQ.
Writing the cover letter too? See Aisha's cover letter, annotated
What should a customer service resume include?
Your volume, satisfaction or resolution metrics, the tools you've used, languages you speak and any training or leadership.
I have no customer service job yet. What should I write?
Use retail, hospitality or volunteer work where you dealt with people, and describe volume and problem-solving.
Should I include typing speed?
Yes for call center and chat roles, if it's 50 WPM or higher.