Call centre agent CV example

Before and after: the bullets that make it work

1. Before: Answered customer calls.

   After: Handle about 70 calls a shift on policy queries and claims, with an average handling time under the 6-minute target.

   Why: Contact centres manage by numbers. Give yours: volume, handling time, quality.

2. Before: Good communication skills.

   After: Scored 92% average on quality assessments over the last six months.

   Why: Quality scores are how your communication was judged. Use them.

3. Before: Dealt with complaints.

   After: Resolve most complaints on the first call and escalate the rest with full notes in the CRM.

   Why: Shows the outcome and that you follow the process, using words the advert uses (first call, escalate, CRM).

South African details to get right

• Sales and advice roles in financial services often ask for regulatory exams or credits (adverts name RE5 or FAIS). Say if you have them or when you will write; check the advert for which one it means.
• Leave out your ID number, date of birth, marital status and a photo unless the advert asks for them. Contact details, your area and your work history are enough to be shortlisted.
• Keep it in one column with plain headings (Profile, Skills, Work experience, Education). Tables, text boxes and two-column templates often confuse the software that reads CVs first.