Customer Support Executive resume example

Summary examples

• Customer support executive with 3 years on chat, email and phone for an e-commerce company. I solve problems quickly and keep customers coming back.
• Support specialist with a 96% CSAT score who wrote the help articles that cut repeat questions by 25%.

Customer Support Executive achievement lines

Swap in your own numbers. A line with a result (a number, a before and after) beats a list of duties.

• Resolved 70 tickets a day across chat, email and phone with 96% CSAT
• Cut first response time from 4 hours to 20 minutes
• Wrote 40 help articles that cut repeat questions by 25%
• Resolved escalations from 3 teams, closing 90% without a manager
• Spotted a recurring refund bug and worked with tech to fix it for good
• Trained 12 new joiners on tools and tone
• Kept a 98% quality score in monthly audits
• Won back 200 customers who had asked to cancel
• Supported customers in English, Hindi and Tamil
• Tagged tickets so product managers could see the top 10 complaints
• Handled peak sale days with 3x the usual volume and no backlog
• Moved the team from email to Freshdesk with clear macros
• Named Support Agent of the Quarter twice
• Collected feedback that shaped 4 product improvements
• Kept customer data private by following verification steps every time

Key skills to list

• Customer service
• Ticketing (Zendesk, Freshdesk)
• Live chat
• Phone support
• Complaint resolution
• CRM
• Empathy
• Product knowledge
• Escalation handling
• Typing (60 wpm)