Sample Customer Service Resumes

The Ins and Outs of Creating and Empowering a Virtual Workforce

, Currently 17 percent of all call center positions (in-house and outsourced) are home-based. Furthermore, 80 percent of U.S. companies plan to use at home agents in the next few years (Frost & Sullivan, 2009). This growing interest in a geographically dispersed workforce as an alternative to brick-and-mortar centers makes sense considering the measurable improvements organizations achieve in customer satisfaction, operational efficiencies and cost savings.

More specifically, home-based customer care agents have been proven to deliver higher top box customer satisfaction scores, faster handle time metrics, lower attrition and improved employee work/life balance, all while lowering operational costs. 

The compelling benefits of a virtual workforce have prompted thousands of companies to embrace the at-home model. Unfortunately, in their eagerness to see quick bottom-line improvements, many companies are not taking the time to develop the framework or implement the tools necessary to be successful. Creating a productive at-home workforce takes more than simply sending workers home with a laptop. In fact, hiring and effectively managing at-home workers can be a complicated endeavor. As we address this challenge over the next few months you will gain a better understanding of what’s involved in hiring, managing and empowering a high-performing, home-based team.

Matching the Right People to the Right Program

Match.com pioneered online dating in 1995. Since that time it has helped millions of Singles meet and fall in love by matching specific criteria such as personalities, interests, ethnicities and looks. Using intelligent databases, personality profiling, sophisticated algorithms and a variety of communications technologies, Match.com has taken the process of matching people to a whole new level. In much the same way, the ability to effectively mine and match detailed applicant profiles with company requirements is a critical first step in creating a successful virtual workforce.

Companies looking to create high-performing at-home teams must take time on the front end to define the type of worker they are looking to hire, including specific certifications, work experience and education. Matching agents to predefined criteria has proven to result in significant cost savings in the form of reduced training time, higher performing agents, increased speed to proficiency and less attrition. Examples of matching candidates to specific needs include: Mandarin Chinese-speaking agents for financial services, employees with video gaming experience for a leading gaming console company, and people with medical billing, coding and insurance processing experience for a global health services company.

Free Sample Customer Service Resume | Margoscargo

This Sample Customer Service Resume provides you with a quickstart on building an impressive and optimized resume for the job application. Readers can easily customize and edit our sample accounting resume depending on their requirement for resume. Hopefully that our  Sample Customer Service Resume can be further in portraying your credentials and skillsets properly.

Customer Service Manager

Responsible for the supervision of a staff of twenty-eight people within the customer service department. Responsible for the recruitment and training of customer service representatives. Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures. Successful account retention record of 98%. Performed market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service. Improving customer service based on client feedback through the development of new policies and procedures. Successfully handled all public relations issues.

Braintree Digital Inc. , Boston, MA Customer Service Representative

Provided support to the sales team, ensuring all sales and service objectives were met. Responsible for customer service in the digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products. Worked with new customers in the development of new accounts and the implementation of new systems. Assisted in the development of new policies and procedures. Assisted in the training of new customer service representatives and associates. Performed market research surveys on customer needs and requirements. Prepared weekly sales reports for the sales team and sales management. Generated repeat business through successful client follow-up.

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