A fictional person: the names, employers and numbers are invented.
Grace Wilson
Customer Service Representative · English and Welsh
Cardiff, UKgrace.wilson@example.com
Summary
Customer service representative with two years in a busy energy contact centre, handling billing, meter and payment-plan queries by phone, chat and email. Resolves 84% of contacts first time, holds a 4.7/5 satisfaction score and takes the team's Welsh-language calls. Calm with vulnerable customers and careful with every account change.
Experience
Customer Service Representative · Severnside Energy, Cardiff
2024 – Present
Handle 55–65 calls and chats a day on billing, meter readings, switching and payment plans.
Kept a 4.7/5 customer satisfaction score through 2025, in the top 10% of a 120-person team.
Raised first-contact resolution from 71% to 84% with a checklist for meter-reading disputes, later shared with the whole team.
Set up 300+ affordable payment plans for customers in arrears; 88% were still on track six months later.
Take all Welsh-language calls on my shift and translated 14 standard email replies into Welsh.
Buddy new starters through their first month on the phones; four supported so far.
Salesforce Service Cloud, Genesys Cloud, Zendesk, Microsoft Excel
Channels
phone, live chat, email, written Welsh and English
Certificates
Level 2 Certificate in Principles of Customer Service · NCFE2024
Languages
English — Native
Welsh — Fluent (spoken and written)
Additional information
Volunteer at a Cardiff food bank one Saturday a month (2023 – Present).
Three summary options
Start from the one closest to where you are now.
First job
School leaver with two years of weekend retail experience and a Level 2 certificate in customer service. Comfortable with busy tills, returns and unhappy customers, and fluent in Welsh and English. Looking for a contact-centre role with full training and a path towards team support.
Team lead next
Senior customer service advisor with five years in telecoms. Holds a 92% first-contact resolution rate, coaches new starters and takes escalated complaints for a 30-person team. Ready to step into a team leader role and keep quality high across every shift.
From hospitality
Former restaurant supervisor moving into a contact-centre role. Spent four years keeping busy services calm, resolving complaints face to face and training waiting staff. Brings patience, quick thinking and a habit of following up, plus new skills in Zendesk and live chat.
Keywords to include
Use the ones that are true for you, inside real sentences.
Customer service
First-contact resolution
Customer satisfaction (CSAT)
Complaint handling
De-escalation
CRM
Live chat
Call handling
Vulnerable customers
Average handling time
What recruiters look for
Tips for this role, with the kind of numbers that count.
Show your contact-centre numbers
Satisfaction, first-contact resolution, average handling time and quality scores are what team leaders track. Give them with context, as in "4.7/5 CSAT, top 10% of a 120-person team". Even one solid metric beats a list of personal qualities.
Say which channels you cover
Phone, live chat, email and social messaging each need different skills. List the ones you handle and your daily volume, such as "55–65 calls and chats a day", so the recruiter sees you could cope with their queue from day one.
Mention difficult situations you handle
Energy, banking and telecom employers want people who can support customers in debt or in vulnerable circumstances. A line about payment plans, bereavement calls or safeguarding training shows you can be trusted with the hardest contacts.
Prove you fix problems
A strong bullet shows something you improved for customers or the team, like a checklist that raised first-contact resolution. It moves you from someone who answers calls to someone who improves the service, which is what gets people promoted.
List the systems you have used
Contact centres run on CRM and telephony tools such as Salesforce, Zendesk or Genesys. Naming them helps applicant tracking software match your CV and tells the hiring manager how short your training could be.
Use your languages
A second language is a real advantage, and in Wales many public-facing roles ask for Welsh speakers. State your level honestly and say whether you can write in the language as well as speak it.
Make this CV yours
Answer one question at a time; the assistant fills each section and never invents numbers.
What should I write with no contact-centre experience?
Use any job where you dealt with the public: retail, hospitality, reception or volunteering. Show the volume of customers you served, complaints you resolved and the till or booking systems you used. These prove the same skills a contact centre trains for.
Should I include my average handling time if it is high?
Only if it helps. If your handling time is above target because you solve more problems first time, show both numbers together so the trade-off is clear. If it simply looks slow, lead with satisfaction and resolution instead and be ready to discuss it.
Where can a customer service role lead next?
Common next steps are team leader, quality analyst, trainer and workforce planning roles, and many people move into sales or account management. Record coaching, escalations and process improvements on your CV now, while the details and numbers are still fresh.
