Customer Care Representative CV Sample (ATS-Ready, With Metrics)

What Hiring Managers Look For in a Customer Care CV

Hiring managers scan for proof that you can handle volume, resolve issues, and protect revenue. Quantify performance with metrics like first-contact resolution (FCR), customer satisfaction (CSAT), average handle time (AHT), net promoter score (NPS), and adherence. Strong frontline reps often maintain CSAT above 90%, FCR of 70–80%, and AHT between 4–6 minutes while meeting schedule adherence above 92%. If you’ve supported omnichannel queues (voice, email, chat, social), state daily ticket counts (e.g., 60–80 interactions/day) and peak season surges you managed.

Tools and compliance knowledge matter. Hiring teams value fluency in CRM and ticketing platforms (Salesforce Service Cloud, Zendesk, Freshdesk, Intercom), telephony/CCaaS (Five9, Talkdesk, NICE CXone), and QA workflows. If you’ve worked under PCI-DSS, HIPAA, or GDPR constraints, name them and note zero-violation track records. Upsell or retention success is a major plus; even a modest 6–10% attachment-rate improvement or a 10–15% save rate on cancel calls shows impact on revenue and churn.

Finally, employers weigh tenure, reliability, and culture fit. Demonstrate stability (1–3 years per role is healthy progression), recognition (e.g., Top 5% QA scores, monthly awards), and coaching impact (peer mentor, knowledge base author, process improvements). If you contributed to a knowledge article library or reduced escalations by creating macros, include exact results and dates.

Structure and Formatting That Pass ATS

Use a clean, single-column layout in 10.5–12 pt system fonts (Arial, Calibri, Helvetica) and standard headings (Summary, Experience, Education). Save as PDF unless the employer requests DOCX. Keep to 1 page if you have up to 7 years’ experience; 2 pages are acceptable for 8+ years or complex, multi-channel roles. Name your file consistently, e.g., Ava-Morales-Customer-Care-Representative-CV.pdf.

Lead with a targeted summary, then core skills, experience (reverse-chronological), education, certifications, tools, and languages. Put contact details at the top with a city/state, mobile, professional email, and a public LinkedIn URL. Make links clickable. Avoid text boxes, headers/footers for critical content, images, or icons; many ATS cannot parse them accurately.

• ATS keywords to include (tailor to the job ad): customer service, customer care, CRM, Salesforce Service Cloud, Zendesk, ticketing, QA, CSAT, FCR, AHT, NPS, SLA, escalation, retention, chargeback, PCI-DSS, HIPAA, GDPR, omnichannel, IVR, knowledge base, macro, call de-escalation, workforce management, schedule adherence, email support, live chat

Mirror the employer’s terminology: if the posting says “customer care specialist” and “Service Cloud Knowledge,” use those exact phrases. Place acronyms and their long forms at least once (e.g., First-Contact Resolution (FCR)) to ensure the parser matches both.

Customer Care Representative CV Sample (Copy-Ready)

Contact

Ava J. Morales | 742 Pine St, Apt 5B, San Francisco, CA 94108 | (415) 555-0198 | [email protected]

LinkedIn: https://www.linkedin.com/in/ava-morales | Portfolio: https://avamorales.support

Professional Summary

Customer Care Representative with 6+ years of omnichannel experience in telecommunications and consumer electronics. Consistently delivers 92–95% CSAT, 75% FCR, and 4:45 average handle time across voice, chat, and email queues while exceeding 95% schedule adherence. Recognized for calm de-escalation, clean documentation, and high QA scores.

Advanced user of Zendesk Support Suite, Salesforce Service Cloud, and Five9. Reduced escalations by 28% by authoring 24 knowledge articles and building 17 macros that standardized troubleshooting. Bilingual English/Spanish; experienced with PCI-DSS and GDPR data handling; comfortable in 24/7 environments and high-volume product launches.

Core Skills

CSAT optimization, FCR improvement, de-escalation, account retention, warranty/returns, order management, chargeback prevention, QA coaching, macro/knowledge base creation, workforce adherence, omnichannel routing, troubleshooting (iOS/Android/VoIP), accessibility support (WCAG basics).

Experience

Lumina Mobile, San Francisco, CA — Senior Customer Care Specialist (Jun 2021–Present)

Handle 65–85 contacts/day across phone (60%), chat (25%), and email (15%) supporting billing, SIM activation, and device provisioning. Achieved 94.1% CSAT (12-month rolling), 74.8% FCR, and 4:37 AHT while maintaining 96.3% adherence and <1% after-call work reopens. Led a chargeback prevention pilot that cut disputes by 19% QoQ by tightening verification scripts and implementing a “read-back” policy.

Mentored 11 new hires; improved team QA from 88% to 93% within two quarters by running weekly call-calibration sessions and creating a 3-step empathy framework. Authored 15 Zendesk articles that reduced average new-hire ramp by 1.5 weeks. Selected to manage an outage bridge in Nov 2023; coordinated updates every 15 minutes, trimming repeat contacts by 22% during a 4-hour incident.

BlueSky Home Electronics, Oakland, CA — Customer Care Representative (Aug 2018–May 2021)

Supported DTC e-commerce customers for warranties, returns (RMA), and technical setup. Maintained 91–93% CSAT, 72% FCR, and 5:05 AHT with seasonal volume spikes up to 120 tickets/day during Black Friday/Cyber Monday. Created return-flow email templates that shortened resolution time by 18% and increased same-day closures by 12%.

Partnered with logistics to build a “no-scan” escalation path with UPS and USPS; reduced WISMO (where is my order) contacts by 26% and saved an estimated $3,800/month in re-ship costs. Recognized as “Rep of the Quarter” Q2 2020 for 98% QA and perfect attendance.

Education

A.A. in Communication Studies, City College of San Francisco, San Francisco, CA — 2018

Coursework in interpersonal communication, business writing, and data literacy (Excel).

Certifications

HDI Customer Service Representative (HDI-CSR), Credential ID 23-CSR-11482 — 2023 | https://www.thinkhdi.com

Zendesk Support Administrator Certificate — 2022 | https://www.zendesk.com

Tools & Platforms

Zendesk Support Suite, Salesforce Service Cloud, Freshdesk, Intercom, Five9, Talkdesk, NICE CXone, Kustomer, Slack, JIRA, Confluence, Google Workspace, Microsoft 365, Excel (vlookups, pivot tables).

Languages

English (Native); Spanish (C1, DELE 2020).

References

Available on request. Sample: Maria Chen, Director of Customer Care, Lumina Mobile — [email protected] | (415) 555-0142 (shared with permission for reference checks).

Metrics and Proof Points to Quantify

Translate daily tasks into measurable outcomes. If you don’t have formal dashboards, reconstruct metrics from QA sheets, WFM reports, or your CRM history. Even a six-month snapshot is useful if you provide ranges and context (e.g., “Black Friday week volume doubled; maintained 92% CSAT and met SLA on 97% of chats”).

Include before/after deltas for process changes you influenced, and always add timeframe and sample size. Hiring managers trust numbers tied to specific quarters, cohorts, or ticket volumes. Keep formulas simple and consistent.

• CSAT: 93.4% (2,118 survey responses, Jan–Dec 2024); QA: 95.2% (monthly average, 12 months)
• AHT: 4:45 voice, 6:10 email, 2:35 chat; FCR: 75% (rolling 90 days)
• Volume: 1,400–1,800 contacts/month; peak: 2,600/month (Nov 2023)
• Retention: 14% save rate on cancel calls (n=428), reducing churn by 1.2 pts in Q3 2024
• Upsell: $18.60 ARPU uplift on accessories; 9.3% attachment rate post-script change
• Escalations: -28% after creating 17 macros; Tier 2 transfers down from 12% to 8.6%
• SLA: 92% calls answered <60s; 95% chats responded <30s; 99% emails within 24h
• Chargebacks: -19% QoQ after ID verification flow; refunds reduced by $5,200/month
• Knowledge base: 24 articles authored; new-hire ramp reduced by 1.5 weeks
• Adherence/Attendance: 96% schedule adherence; 0 unexcused absences in 2024

If you’re early career, use training metrics (time to proficiency, nesting pass rate), customer verbatim quotes, or awards. For privacy, avoid sharing customer PII and rely on aggregated data or sanitized examples.

Extra Tips, Common Mistakes, and Resources

Tailor each application. Re-order your core skills to mirror the job ad, surface the most relevant tools (e.g., emphasize Salesforce if the posting mentions it), and insert the employer’s product domain (telecom, fintech, healthcare). Keep jargon readable and avoid internal codes the hiring manager won’t recognize.

Common mistakes include vague claims (“great communicator”), missing metrics, and crowded layouts with icons or columns that break ATS parsing. Replace soft claims with proof: “De-escalated 38 high-risk calls in Q4 2024 with 97% manager sign-off; zero legal escalations.” Proofread for accuracy—dates, titles, and company locations should align with your LinkedIn profile.

Useful resources: U.S. BLS Occupational Outlook for Customer Service Representatives (median pay; outlook): https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm. Industry best practices and training: ICMI (https://www.icmi.com) and HDI (https://www.thinkhdi.com). Benchmark reports and platform guides: Zendesk CX Trends (https://www.zendesk.com/resources) and Salesforce Service Cloud resources (https://www.salesforce.com/products/service-cloud/overview/). For mock interviews or resume reviews, many public libraries offer free career services; San Francisco Public Library Career Center, 100 Larkin St, San Francisco, CA 94102, (415) 557-4400, is one example.

What are the 5 skills of a Customer Service Representative?

Customer service skills list

• Persuasive Speaking Skills. Think of the most persuasive speaker in your organisation.
• Empathy. No list of good customer service skills is complete without empathy.
• Adaptability.
• Ability to Use Positive Language.
• Clear Communication Skills.
• Self-Control.

What is a good resume for a Customer Service Representative?

Customer service roles require a blend of soft and hard skills, so ensure your resume reflects both. Showcase soft skills like communication, customer empathy, and interpersonal skills alongside relevant technical abilities like proficiency in customer service software or industry-specific knowledge.

What is a good CV description example?

I am flexible, reliable and possess excellent time keeping skills. I am an enthusiastic, self-motivated, reliable, responsible and hard working person. I am a mature team worker and adaptable to all challenging situations. I am able to work well both in a team environment as well as using own initiative.

How to write a CV for a Customer Service Representative?

7 tips for writing a professional customer service resume

1. Keep it short and easy to read.
2. Highlight soft skills and hard skills.
3. Include a customer service resume summary or objective.
4. Use action verbs and keywords.
5. Highlight experience working with customers.
6. Tailor your customer service resume for each position.