Customer Service Resume Template + Keywords (2026): Free Word Downloads, Rep to CSM

Customer service representative with 3 years in e-commerce and subscription support across phone, chat and email. Resolve 65-75 contacts a day at 4.7/5 CSAT and 84% first contact resolution in Zendesk and Salesforce Service Cloud. Known for clearing billing and returns cases in one contact and for writing the macros the rest of the team uses.

Omnichannel support · Ticket triage · De-escalation · Returns, refunds and exchanges · Billing and account enquiries · Order management · Knowledge base authoring · Macro writing · SLA management · Retention offers · Upselling

• Resolve 65-75 phone, chat and email contacts a day for a subscription retailer with 180,000 customers, at 4.7/5 CSAT over 3,100 surveys and 84% first contact resolution.
• Cut repeat contacts about delayed orders by 31% by rewriting 12 Zendesk macros to include tracking links and a clear next date.
• Saved 41% of customers who called to cancel in the last two quarters, using the retention offers allowed to the team, against a team average of 29%.
• Handle the billing escalation queue two days a week; average handle time fell from 9.5 to 7 minutes while CSAT held at 4.6/5.
• Wrote 9 help centre articles on returns and payment failures that now deflect an estimated 600 contacts a month.

• Served 120+ customers a shift at the service desk, handling returns, exchanges, price adjustments and online order pickups.
• Scored 95% average on monthly mystery-shopper audits; named associate of the month twice.
• Trained 4 seasonal hires on the returns system and the store's refund policy.

• Answered 80-90 inbound calls a day during the holiday peak for a national gift retailer, on order status, delivery problems and gift returns.
• Met the 90-second average speed of answer target on 11 of 12 weeks while keeping QA scores above 90%.
• Logged every call in the CRM with notes accurate enough that follow-up callers never had to repeat their story.

Zendesk (Support, Guide) · Salesforce Service Cloud · Shopify admin · Aircall · Slack · Google Sheets · HDI Customer Service Representative (in progress) · English (native), Spanish (conversational)

• Coursework: Business Communication, Customer Relationship Management, Principles of Marketing.

• Check in 60+ visitors a week, answer questions about eligibility and keep the visitor log accurate for monthly reporting.

Customer success manager with 5 years in B2B SaaS, the last 3 owning a book of 45 mid-market accounts worth $3.8M ARR. 112% net revenue retention and 94% gross revenue retention last fiscal year. Run onboarding, QBRs and renewal forecasting in Gainsight and Salesforce, and came up through Tier 2 support, so I know what customers call about.

Onboarding · Success planning · QBRs and EBRs · Health scoring · Renewal forecasting · Expansion and upsell · Churn risk management · Executive sponsor relationships · Voice of the customer · Product feedback loops

• Own 45 mid-market accounts ($3.8M ARR); delivered 112% NRR and 94% GRR last fiscal year against team targets of 105% and 90%.
• Built a 90-day onboarding plan with product and support that took time-to-first-value from 41 to 23 days for new accounts.
• Ran 120+ QBRs a year; turned usage reviews into $410K of expansion through seat growth and two add-on modules.
• Rebuilt the Gainsight health score with the ops team; it flagged 7 of the 9 accounts that churned the following year.
• Saved 5 of 6 at-risk renewals worth $520K by bringing in executive sponsors and agreeing a written recovery plan.
• Brought 38 customer feature requests to quarterly roadmap reviews with evidence of ARR at stake; 11 shipped within the year.

• Resolved 25-30 complex integration and billing cases a day at 4.8/5 CSAT; kept Tier 3 escalations under 2 a week.
• Authored 30 knowledge base articles that lowered repeat tickets on the API product by 22%.
• Ran the weekly bug triage with engineering, so customers on open issues got a dated update instead of silence.
• Mentored 6 Tier 1 agents; 2 were promoted to Tier 2 within a year.

• Answered 55-65 chats and emails a day in Zendesk and Intercom at 4.7/5 CSAT and 86% first contact resolution.
• Flagged the top 10 ticket drivers to product every month; 4 were fixed in the next two releases.
• Volunteered for the first onboarding calls with new customers, which led to the move into Tier 2.

• Built the team's 120-day renewal forecast in Salesforce with finance; forecast accuracy improved from 78% to 93% over four quarters.
• Wrote the at-risk playbook (triggers, owners, executive sponsor outreach) now used by all 9 CSMs.

Gainsight · Salesforce · Zendesk · Intercom · Looker · Slack · Jira · Pendo · SuccessCOACHING Certified Customer Success Manager

• Customer success talks: "Health scores that predict churn", [Regional CS meetup], [Year].

Customer service advisor with 2 years in a contact centre and 2 years in retail. Handle 60-70 calls and chats a day at 92% QA and 4.6/5 customer satisfaction. Calm with complaints, quick on the systems and confident taking ownership of a case until it is fixed. Looking for a senior advisor or team leader role.

Inbound calls and live chat · Complaint handling · De-escalation · Billing and account changes · Data protection (GDPR) · Accurate case notes · Retention offers · Upselling · Coaching new starters

• Handle 60-70 inbound calls and chats a day for an energy supplier's billing team, averaging 92% on monthly quality assessments and 4.6/5 customer satisfaction.
• Resolve 81% of contacts first time by owning account changes end to end instead of passing them to the back office.
• Moved to the complaints queue after 9 months; close an average of 25 formal complaints a week within the 8-week regulatory deadline.
• Retained 38% of customers calling to switch supplier, the highest rate on a team of 14 for two quarters running.
• Spot customers in vulnerable circumstances and set up payment plans and priority support in line with company policy.
• Buddy new starters through their first two weeks on calls; 5 of the 6 I supported passed probation.

• Served customers on the till, shop floor and returns desk in a store taking £40,000 a week.
• Handled click-and-collect orders and refunds accurately, with no till discrepancies in 18 months.
• Dealt with an average of 15 returns and complaints a day at the customer service desk on Saturdays.
• Trusted to open and close the store and to cover the supervisor's breaks.

• Served up to 40 covers a shift and dealt with complaints at the table before they reached the manager.
• Took bookings and dietary requirements by phone and kept the reservations diary accurate.
• Trained 3 new waiting staff on the till, allergen procedures and table service standards.

• Advisor of the Month three times in [Year] for quality scores and customer feedback.
• Chosen to test the new billing system before launch and wrote the team's quick-reference guide for it.

Salesforce · Genesys Cloud · Microsoft Teams · Microsoft Excel · Company complaints-handling and vulnerable-customer training · Full UK driving licence

GCSEs: 8 at grades 9-5, including English and Maths

Volunteer at a local youth football club, organising fixtures and parent communications for two under-11 teams. Learning Spanish on evening classes (A2).