Sarah Miller
Customer Support SpecialistCustomer Support professional with 3+ years of experience resolving complex support tickets and managing customer queries. Proven ability to maintain high CSAT scores, streamline ticket queues, and diffuse escalations.
Experience
- Maintained a 98.4% Customer Satisfaction (CSAT) score, exceeding company averages by 4.2%.
- Resolved an average of 45 support tickets per day, meeting First Response Time (FRT) SLA targets under 1 hour.
- Collaborated with product teams to document 15 recurring system bugs, lowering corresponding support queries by 10%.
- Maintained average handle time (AHT) under 4 minutes while retaining accuracy.
- Diffused angry or escalated callers, achieving an 85% first-call resolution rate.
Education
Georgia State University
Skills
De-escalation, Active Listening, Problem Solving, Conflict Resolution, Billing Inquiries
Zendesk, Intercom Chat, Salesforce Service Cloud, Slack, G-Suite
Customer Service Specialist Resume Example
Review this premium layout for a Customer Service Specialist role. This design uses standard single-column rules and formatting parameters to guarantee clean parser scans.
Writing Guidelines for Customer Service Specialists
- •Prioritize technical competencies: Order skill sets relative to matching keyword phrases in job descriptions.
- •Focus on metrics: Quantify your results (e.g. page speeds, savings, sales figures) in your bullet highlights.
- •Reverse Chronological: List experiences starting from the most recent to align with ATS filters.
Formatting Advice & FAQ
What customer service metrics are most important to include for ATS parsing?
Recruiters and automated screening filters prioritize call volume, response times, and customer satisfaction. Always include: CSAT/NPS scores (e.g. 'Maintained 98% CSAT rating'), ticket volume handled (e.g. 'Resolved 60+ tickets daily'), and resolution rate improvements. Quantifying your history makes your profile stand out to recruiters and parsers alike.
How should ticketing systems and CRM software (like Zendesk or Jira) be listed?
List them explicitly by name in a dedicated 'Tools' or 'Technical Skills' section. For example, write: 'Zendesk, Jira Service Desk, Salesforce CRM' rather than generic phrases like 'ticketing systems'. Automated systems scan for these exact tool names to match candidates with their customer support tech stack.
Should a customer service resume use a simple layout for applicant tracking systems?
Yes. Customer service job applications often face very high application volumes. To ensure your resume is parsed correctly by systems like Workday or Taleo, use a clean, single-column chronological layout. Avoid graphics, progress rating bars, and complex layouts which can result in parsing errors.