How to Present Your Contact Information
- Full name.
- Professional email address (avoid unprofessional ones).
- Link to your portfolio, LinkedIn, or relevant online profiles (if applicable).
- Phone number with a professional voicemail.
Experienced Customer Support Engineer with 5+ years in troubleshooting complex technical issues and enhancing customer satisfaction. Expertise in customer engagement, SLA management, and utilizing CRM tools to improve service efficiency. Seeking to leverage my skills to support ABC Company's growth initiatives while delivering exceptional customer service and technical support.
Technical Skills:
- CRM Systems (e.g., Salesforce, Zendesk)
- Technical Support Ticketing Software
- Networking Protocols
- Product Knowledge Management
- Troubleshooting and Debugging
Soft Skills:
- Communication
- Problem-solving
- Time Management
- Customer Focus
- Empathy
KPIs (Key Performance Indicators):
- Average First Response Time
- Customer Satisfaction Score (CSAT)
- Resolution Rate
OKRs (Objectives and Key Results):
- Improve customer feedback score by 10% within the first quarter
- Reduce ticket backlog by 20% in six months
- Implement a new troubleshooting protocol to decrease resolution time by 15%
List your experience in reverse chronological order. Focus on achievements, responsibilities, and quantifiable outcomes.
Right Example:
- Resolved over 95% of customer queries within SLA, contributing to a 15% increase in customer satisfaction scores.
- Implemented a knowledge management system, reducing average issue resolution time by 20%.
- Trained and mentored new staff, decreasing onboarding time by 25%.
Wrong Example:
- Answered customer calls and emails.
- Tried to help customers with their issues.
- Worked on a few projects.
