Call Resume Sample

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Rory Marvin
17256 Ulices Harbors,  San Francisco,  CA
+1 (555) 681 9200

Work Experience

Lead One Call Specialist
06/2015 - PRESENT
Phoenix, AZ
  • Configuration, setup and maintenance of Genesys routing logic for Chase Toll-Free numbers and Multi-Site Call Routing
  • Administration and documentation of the Chase Call Routing Platform (Carrier, Genesys, PBX)
  • First Level 24x7 on-call support for call routing issues
  • Interact with Business Partners, IS Teams and vendors
  • Communicate well through verbal and written correspondence
  • One year of dining service experience including a broad base knowledge of food and beverage
  • Available to work a varied schedule, determined by guest activity between first and second shift
  • Superior guest interaction skills including ability to read the guest and adjust experience accordingly
  • Able to deliver Marigold service standards on a consistent basis
IVR & Call Routing Telephony Systems Developer
12/2010 - 04/2015
New York, NY
  • Lift trays, serviceware, or supplies regularly up to 50 pounds
  • Audit the majority of the department’s trading transactions
  • Conduct extensive research and problem resolution. Research complex issue’s pertaining to each Operational Area in Trust (Corporate Actions, Income Collections, Trade Settlement, Free Receipts & Distribution, Cash Processing, Funds Accounting, Statement Preparation, AmTrust Systems, Decalog & KeyLink)
  • Demonstrate commitment to Devon Attributes
  • Strong commitment to safety and environment
  • Demonstrates knowledge of applications and their integration (interface) with and effect on other systems
  • Use critical thinking skills to analyze and verify inquiries using the ISIS system, related research material or other systems. Determine the course of action needed to handle the call. Handling return mail and address changes throughout the day
Global Optimization & Call Management
07/2005 - 11/2010
Houston, TX
  • Listening, communication, and organizational skills are required
  • Knowledge of Avaya phone, CSI, OZ, Trove, Otis, Imaging, Blue View, Lotus Notes, Client letter, Internet are required upon completion of training
  • Proficiency in Grammar, Spelling, Writing, Typing, and Cognitive Skills are required
  • Phone and Email
  • Maintain Department’s Standard Operating Procedures
  • Experience in a hands-on technical role engaged in planning, implementing, and supporting software applications
  • Writing adhoc queries and stored procedures
  • Hands on experience configuring call recording software


York University
2000 - 2005
Bachelor's Degree in Computer Science

Professional Skills

  • Good communication skills and the ability to deliver excellent customer service with strong customer focus
  • Proven ability to work under pressure & problem solving skills
  • Excellent communication & writing skills
  • Demonstrated analytical, technical problem solving, written and oral communication skills are essential
  • Good communication skills and experience of working within a customer focus environment
  • Strong verbal and written communication skills, specifically spelling, grammar and diction
  • Excellent communication skills in English both verbal and written. Additional languages such as Mandarin or Cantonese are required as well

How to write Call Resume

Call role is responsible for english, training, languages, customer, security, retail, finance, credit, integration, gis.
To write great resume for call job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Call Resume

The section contact information is important in your call resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Call Resume

The section work experience is an essential part of your call resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Call resume experience can include:

  • Solid written, verbal and organizational skills
  • Resolves questions/concerns effectively and efficiently through the use of active listening and personalizing techniques based on the customers’ needs
  • Some previous gas experience, or experience of working within the planned maintenance industry, is essential
  • Experience compiling, reviewing and reconciling data for accuracy, completeness and compliance
  • Experience with filing, data processing
  • Experience providing feedback or acting as a mentor to a peer is highly desired

Education on a Call Resume

Make sure to make education a priority on your call resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Call Resume

When listing skills on your call resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical call skills:

  • Computer skills and general office skills
  • Good written and verbal communication skills in local market language and English
  • Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals
  • Demonstrated knowledge or experience in ICOMs, Edgehealth, Home Certification, Coral, Microsoft Excel, Oracle/UET
  • Interacts effectively at various organizational levels and with different audiences (e.g. internal and external customers)
  • PC skills and be well versed in MS Windows and Office applications

List of Typical Experience For a Call Resume


Experience For IVR & Call Routing Telephony Systems Developer Resume

  • Experience writing automation scripts
  • Appropriate educational substitutions can be made for the required experience
  • Demonstrated ability to work in a fast paced productivity driven customer service environment
  • Demonstrated capability to troubleshoot technical PC problems and software installations related to payroll services and after payroll solutions
  • Experience preparing clear and concise reports, procedures, correspondences, and other written materials

Experience For Call Taker Resume

  • Phone/Call center experience
  • Dealing with many receipts and invoices, including the handling, organising and entry
  • Archiving and lots of it (electronic filing)
  • Review each ticket by researching the pipeline using GIS system (PACS)
  • Assist with schedule maintenance, including schedule swaps
  • Inform the duty supervisor promptly of any serious incidents and any other matter requiring a supervisor’s attention, i.e. pursuits, firearms incidents etc. In addition ensure such incidents are brought to the immediate attention of the FCR Supervisors or, where appropriate, the operational supervisor responsible for that area
  • Knowledge of and ability to use standard computer, applications including, but not limited to Microsoft Word, Excel, PowerPoint and Outlook
  • One or a combination of any of the following
  • Proactive book of business client service management. Build out of proactive service desk model servicing a customer base of 30,000 clients

Experience For Lead One Call Specialist Resume

  • Maintains and updates Pipelines data system, GDT (Geographical Data Technology) for geographic boundaries, buffer zones, etc.
  • Document the customer’s issue and requests in SecureTrak
  • +5 years’ experience in financial institutions with previous experience reviewing customer transactions and information for potentially suspicious activity and performing AML or financial investigations
  • Update financial adjustments within designated time frames to the correct ledgers
  • Receive one call tickets (requests to dig) from One-Call organizations on a daily basis
  • From each ticket, identify the site location
  • Prepare a ticket package – cover sheet, ticket text and map(s) for each ticket received
  • Distribute ticket packages to all stakeholders involved
  • Check monthly audits from one call organizations to ensure that all tickets issued were received and processed in a timely manner

Experience For Inbound Call Specialist Resume

  • Ensure that all necessary site location contact information is kept current
  • Receive monthly pipeline activity and change reports for clients from pipeline group
  • Ensure that changes along the pipeline are transmitted to One-Call organizations and inputted into PACS System
  • Review updated files from One-Call organizations
  • Sign off on verification of data

Experience For Global Optimization & Call Management Resume

  • Maintain all records of data updates and verification
  • Create KPI’s for one-call responses
  • Assist with Public Awareness activities with local Emergency Response
  • Assist with Governmental Audits
  • Review current Right-of-Way agreements with Right-of-Way Manager to document ROW requirements and manage accordingly
  • Manage Right-of-Way required maintenance task through 3rd party contractors or local Operation teams
  • Initiate Right-of-Way Capital Projects through Project Initiate Request process
  • Capture all Right-of-Way cover task workorders activities into PACS system

Experience For IVR Call Routing & Dialer Specialist Resume

  • Responsible for providing customer service functions including, but not limited to, order entry, filling orders, processing returns, expediting, technical assistance and other functions, as needed
  • Contact all customers when material is ready to be picked up. Maintain the open delivery screen and follow up on old deliveries each week. Pull all deliveries by end of business each day. Put all after hours deliveries in the designated area at the end of each day and remove them each morning
  • Mediates calls from residents to the appropriate departments for escalated submitted cases
  • Daily uses Lagan system to create and close cases appropriately
  • Respond to telephone requests in a courteous manner and exercise initiative in following up calls; to maintain confidentiality; to enter information accurately; to follow oral and written instructions; and to work as part of a team in a fast-paced environment with pressing deadlines
  • Proficiency in use of computer applications such as Microsoft Office and Google mail

Experience For Call Direct Trust Team Lead Resume

  • Responsible for the accurate transfer of all client and employee data
  • Responsible for client retention of BenefitMall clients
  • Physical requirements include sitting, frequently speaking and hearing, and occasionally standing, walking, bending, crawling, kneeling, driving a vehicle, and the ability to lift up to 25lbs
  • Performs intake, triage, and escalation functions for all incidents reported to the centre
  • Follows procedures, work instructions and other directions from the Supervisor, G4S Management, and the client
  • Adheres to and promotes the clients’ and G4S policies and procedures at all times

Experience For Call Handlers Resume

  • File preparation and associated documents
  • Deliver application, hardware, software and operations support
  • Conduct research, build solutions, maintain documentation
  • Provide quality service and solutions to clients
  • Design, review, integrate application requirements (functional, security, integration, performance, quality, operations etc.)
  • Identify and address application and data, cross-capability and cross-release issues
  • Help evolve the base infrastructure and operational environment, deploy new technologies

Experience For Call-intake Liaison Resume

  • Create “off-the-shelf” and in-house applications and supported assets procurement
  • Maintain base infrastructure components, work with third-parties to report problems, and receive fixes
  • Monitor system life cycles, ask yourself if specifications and functionality support our objectives and architecture decisions, redevelop when necessary
  • Use metrics to monitor environment performance, pinpoint ways to boost performance and resource utilization
  • Be aware of and follow necessary processes/standards, business technology architecture, risk and production capacity guidelines
  • Know and follow both disaster and business recovery plan standards, policies and procedures
  • Gain knowledge of TD services, applications, infrastructure, analytical tools and techniques, industry trends
  • Execute test plans, monitor, report results, resolve issues
  • Develop business cases, RFI/RFP and service level agreements

Experience For Director Call Centers Resume

  • Embrace teamwork to resolve critical service issues
  • Call Centre Supervisor - Mississauga
  • Basic computer knowledge, with advance proficiency in Microsoft Word, Excel and Access required
  • Quickly pick up new technology tools
  • B.S. in operations or business or PMP certificate or similar discipline
  • Work in a fast paced metric driven environment

List of Typical Skills For a Call Resume


Skills For IVR & Call Routing Telephony Systems Developer Resume

  • Experience of working within a customer focus environment
  • Experience of working to targets
  • Adjusts well to situations (e.g. different management styles, new methods, system and procedures) and changing priorities
  • Experience following written instructions/technical scripts
  • Demonstrates knowledge of customer care issuesPeople who applied for this job also applied for
  • FM knowledge or experience
  • Introduce ways to enhance revenue, customer experience and reduce costs
  • Make effective use of cost management processes

Skills For Call Taker Resume

  • Comprehensive credit & recovery experience
  • Demonstrated ability to problem-solve via active listening
  • One year experience in emergency services dispatching in a 9-1-1 center or similar environment required
  • 6 months of customer service and/or heavy phone experience
  • Current valid Drivers’ Licence
  • Military experience in a technical or support specialty
  • Experience in a busy call centre/service desk / helpdesk environment
  • Experience in a busy call centre/contact centre/ service desk / helpdesk environment
  • Experience in a busy call centre/contact centre/ service desk and/or helpdesk environment

Skills For Lead One Call Specialist Resume

  • Adhering to all applicable quality and service guidelines
  • Working with IT databases
  • Working knowledge of telephony and communication systems
  • Championing “We care, We deliver” team values across the business
  • Managing productivity of Service
  • Answer inbound customer calls relating to repairs and servicing for all clients in a courteous and professional manner
  • Manage 3rd party line locators operating under Praxair to identifying Praxair owned assets
  • Troubleshoot issues with information sharing and integrity between core financial systems using tools such as PS Query, Oracle/MS SQL, MS Access, and Excel
  • Develop and enhance reports using PeopleSoft nVision, XML, and Kaufman Hall Budget Advisor reporting tools

Skills For Inbound Call Specialist Resume

  • Identify best practices and approaches for mining and distributing data to finance customers
  • Update existing clients on upcoming payroll platform conversion
  • Schedule existing clients for a training course on the new payroll platform
  • Verint – Ultra Call Recording tool (10.0 and 11.0)
  • Verint – Ultra Call Recording tool (11.0)
  • Build/deploy base infrastructure components (e.g. servers, operating systems, middleware) for all environments
  • Maintain secure computing facilities and technical infrastructure and architecture

Skills For Global Optimization & Call Management Resume

  • On-Campus dry cleaning service and much more
  • Pleasant and caring, professional phone voice
  • To work with the team to achieve our call handling targets
  • The role requires an element of shift working to cover weekdays, the weekend and Bank holidays
  • Variable Shifts available covering days & nights
  • Mears Assist - A confidential hotline open to all colleagues, providing support on a wide range of personal and work-related issues
  • Learn PC applications such as IRTH, mapping software, etc. and ability to learn company applications such as SAP, etc.
  • Handle challenging customers and phone calls

Skills For IVR Call Routing & Dialer Specialist Resume

  • Proficient at multitasking and navigation in a Windows environment
  • IT literate including Word, Outlook, Excel
  • Document all calls in a live document including pick up location, number of guests, and destination
  • Resolve potential and actual guest concerns regarding the shuttle service
  • Firearms Licensing Administration Assistant (Fixed term contract until 31st March 2019)
  • Ideally have an understanding of process design, development, and management
  • A basic understanding of the DCC and Smart Meters
  • Answer customer queries and take ownership of any issues arising through to completion

Skills For Call Direct Trust Team Lead Resume

  • Answers incoming calls from constituents on a variety of neighborhood concerns
  • Data entry using metrics from Lagan to create reports as needed
  • Coordinate and troubleshoot the monthly financial reporting processes
  • Answer questions regarding new payroll platform and conversion details
  • Communicate with clients as needed during migration
  • Initiative: not only anticipates principals’ needs but proactively searches for how things can be improved
  • Graduation from a recognized LPN, LVN program

Skills For Call Handlers Resume

  • Call Taker (Flexi Time)
  • Outbound calling to generate sales of home lending products including mortgage, home equity loans and lines of credit through leads and applications obtained through, but not limited to, the retail branch network, internal phone and web referrals and other internal direct to customer campaigns
  • Timely and responsive customer contact and follow up
  • Meet production, and customer satisfaction targets
  • Meet and exceed established department service level agreements

Skills For Call-intake Liaison Resume

  • Cisco Unified Intelligent Contact Management Enterprise (ICM 9.0)
  • Cisco Unified Customer Voice Portal (CVP 9.0)
  • Cisco Unified Communications Manager (Call Manager 9.0)
  • Cisco Unity Connection – call handler (CUC 9.0)
  • Exony Virtualized Interaction Manager (VIM 9.1)
  • NICE IEX Workforce Management (TTV 6.3)
  • Cisco Unified Intelligent Contact Management Enterprise (ICM 9.0.4)
  • Cisco Unified Communications Manager (Call Manager 9.1.2)

Skills For Director Call Centers Resume

  • Cisco Unity Connection – call handler (CUC 9.1.2)
  • EGain Virtualized Interaction Manager (VIM 9.1)
  • NICE Resource Optimization – IEX Total View (6.3)
  • Cisco Unified Intelligent Contact Management Enterprise (ICM 10.0)
  • Exony Virtualized Interaction Manager (VIM 14.1)
  • NICE IEX Workforce Management (6.3)
  • Give specialized support (like research, installation, configuration, provisioning, systems support) and meets or exceeds established standards/service levels, while minimizing operational risk
  • Promptly schedule packaging, release new applications. implement with parallel work streams to reduce time spent

List of Typical Responsibilities For a Call Resume


Responsibilities For IVR & Call Routing Telephony Systems Developer Resume

  • Bright & bubbly disposition
  • English Language and Maths GCSE grade C or above
  • Multi task in a fast paced enviroment
  • Work 24/7/365 flexible hours as needed
  • An accurate and methodical approach

Responsibilities For Call Taker Resume

  • The ability to analyze data, recognize problems, and draw quick logical conclusions in a production environment
  • Above average mathematical acumen
  • Plan your work and meet deadlines
  • Good knowledge of IRTHNet or other Ticket Management System, Microsoft Office (Word, Excel & Outlook), Ops Console, Map books, GIS Applications and State One Call Center’s websites
  • Perform assigned responsibilities with minimal to moderate supervision

Responsibilities For Lead One Call Specialist Resume

  • Perform work accurately in a detail oriented environment
  • As Mandarin or Cantonese would be advantageous
  • Make quick decisions about contact center dynamics with little or imprecise information and to take risks as necessary
  • Use of Microsoft Communicator, Incident Management Software and Office SharePoint and InfoPath is an asset
  • Act as the main point of contact for end users and manage the customer relationship
  • Raise jobs and make appointments using the main customer database and complete any associated administrative tasks as necessary logging information accurately and concisely

Responsibilities For Inbound Call Specialist Resume

  • Make outbound calls to customers to arrange appointments
  • Maintain standards of productivity in order to achieve individual and team targets
  • Work closely with the Senior Call Centre Administrators to ensure that service standards are adhered to on the contracts and with clients
  • K&T Heating provides gas compliance services for local authority and housing associations and is looking to employ a Call Centre Administrator to work from the clients office in Dartford
  • Ensure the highest standard of customer service at all times
  • To accurately record all information necessary to resolve reported service requests, incidents and complaints, including full and complete log notes of all contacts and accurate classification
  • To develop and maintain a good understanding of the core applications (Maximo, Concept Evolution and SharePoint applications) used to provide facilities management services to all customers, including all relevant processes and procedures

Responsibilities For Global Optimization & Call Management Resume

  • Comply and embrace KBR “Zero harm” policy encouraging a safe and secure working environment
  • Basic knowledge of MS Outlook, Excel, Word, and PowerPoint required
  • Work towards achievements of targets
  • To be in a position to obtain security clearance
  • Answer guest phone calls and direct them to the nearest shuttle stop for pick-up

Responsibilities For IVR Call Routing & Dialer Specialist Resume

  • Able to work together in a small space
  • Customer Service and/or Project Management
  • Able to communicate with colleagues, management and supply chain staff
  • Thorough knowledge of BenefitMall payroll applications and associated implementation processes
  • Thorough knowledge of BenefitMall partner product offerings and associated implementation processes
  • Be professional and ensure the highest standard of customer service at all times
  • Contribute towards the delivery of the company’s obligations under its various contracts

Responsibilities For Call Direct Trust Team Lead Resume

  • Understand our products and services and have the ability to offer guests various options
  • Provide a level of service that exceeds our guest's expectations
  • Communicate company information in a clear and consise manner
  • Ensure the highest standard of customer service at all time
  • Comply with Humana’s tobacoo-free policy in the state of Arizona (see below for more details)
  • Custody Detention Officer - Lincolnshire

Responsibilities For Call Handlers Resume

  • Services a customer base of 127,000 clients, 10billion in AUM, one that reactively services inbound calls
  • Desk that provides service to 170 Financial Consultants who provide financial services to financial clients across 700 bank branches
  • Energy industry background
  • Certification (e.g. A+)
  • 911 Call Taker
  • Maintains assigned inventory stock locations making sure the material that is put away has the correct locator and the shelves are kept neat and orderly. Fills orders for delivery to customers. Assists with receiving, shipping, City Desk and other warehouse associate functions, as required. Assures all batched managed material is labeled accurately and inventoried, as needed
  • To act as the main point of customer contact for servicing and responsive maintenance. Work alongside the Senior Call Centre Administrators with assisting on the East / West Region contracts in order to maintain high standards of customer service and create an improved customer experience. To maintain high standards of customer service and improved customer experience

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