123 Elm Street Albuquerque, NM 87107 505-555-5555 firstname.lastname@example.org
CUSTOMER SERVICE LEADERSHIP
Dynamic, versatile, and resourceful professional with valuable customer support and problem resolution expertise.
Solid reputation for ensuring a heightened level of customer satisfaction. Unique ability to quickly acquire product
knowledge. Proactively contribute to the improvement of the working environment. Highly developed organizational
skills; accustomed to maintaining high productivity level with heavy workloads. Key proficiencies include:
Product / Service Sales Team Supervision Issue Resolution
Customer Service Marketing Cash Drawer Procedures
Time Management Customer Flow Inventory Management
CUSTOMER SERVICE IMPROVEMENT
ABC, Inc., Albuquerque, NM, 20xx – 20xx
Customer Service Supervisor: Directed and motivated 12 agents in daily flight activity. Ensured optimum staff
performance and customer service levels. Developed and implemented highly effective training programs. Continually
reengineered procedures to maximize productivity.
Earned Certificates of Commendation for demonstrating solutions-oriented involvement in numerous cargo projects,
consistently improving customer service, and providing humanitarian efforts and organization for hurricane relief.
Won the highest award available in the Air Cargo Division, the Cargo Appreciation and Recognition for Excellence
(CAARE) Award, for aiding in the implementation of a computer program designated to expedite U.S. Custom’s
clearance and improve customer service.
Represented Northwest Airlines in Asia; met with the company's top accounts and local employees to improve
communication and awareness of critical procedures.
Elected to the Northwest Airlines Internal Communications Advisory Board.
Successfully completed Quality Improvement Process education.
BCD Services, Albuquerque, NM, 20xx – 20xx
Customer Service Supervisor: Led a team of 12 – 16 customer service representatives in all aspects of daily
operations, including reporting metrics, resolving problems, monitoring call quality, and training staff. Managed
employee attendance, scheduling, coaching, corrective counseling, and performance reviews.
Reduced staffing across the company without affecting productivity.
Effectively oversaw move to new location and set up new phone system with minimal downtime.
Boosted employee morale through active participation in the employee recognition committee; organized
CDE Enterprises, Albuquerque, NM, 20xx – 20xx
Customer Service Lead: Managed the new deal inquiry process; established job assignments for customer service.
Implemented standard practices and trained customer service staff. Provided ongoing leadership and professional
guidance to a team of 17 customer service representatives across two shifts. Monitored work flow and resolved
customer issues as part of meeting business deadlines.
Recommended the implementation of barcodes on pages and time stamps on work in process spreadsheets to
facilitate work flow improvements and reductions in the production process.
EDUCATION: Bachelor of Science in Psychology University of XYZ, Albuquerque, NM 20XX
SKILLS: Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, Access), SAP
Creating a Compelling Cover Letter
A powerfully written cover letter is necessary to land most interviews and ensure job search success. When an advertised
position creates a pile of 100+ resumes, it becomes the responsibility of the hiring personnel to shortlist the applications.
Resumes without cover letters are usually the first to go, followed by the ones with poorly written cover letters. Avoid this
fate by following these effective strategies:
Address your cover letter appropriately:
Be sure that you get the name of the hiring manager before sending your resume, and address the letter to that individual.
The proper greeting will be either “Dear Mr. (Smith),” or “Dear Ms. (Smith).” Avoid using Miss or Mrs., and do not address
your letter to “Dear Sirs,” as it is considered inappropriate. If you are unsure of your contact’s gender, address them by
their first and last name, as in “Dear Pat Smith,” to avoid an embarrassing mistake. If you don’t know the name of the
hiring manager, simply use the greeting “Dear Hiring Manager,”– it’s clear, to the point, and gender neutral.
Get to the point in your opening paragraph:
One of the most common interviewing questions employers ask is “Why should I hire you among other candidates?”
Provide an answer to that question right off the bat in your opening paragraph. This is a very important section because it
is the first thing the employer will read. It must be powerful and make an immediate impact. Be sure sell yourself and your
unique abilities. Do not use a generic opening paragraph that can apply to any Tom, Dick or Harry.
Every line should sell you, so use aggressive language here and throughout the rest of your cover letter. For example,
instead of writing “My background is in finance management, making me well-suited for your advertised Corporate
Finance Director position.” you can write “A background in finance management and a proven record of developing
effective strategies that drive revenue, growth and shareholder value make me a strong candidate for your advertised
Corporate Finance Director position.”
Show your interest and sell your accomplishments in the body of the letter:
In this section, you need to show your interest in the job and the company. Research is a key ingredient to a successful
job search. The more you are able to demonstrate your interest and knowledge about a company, the better your chances
are to secure an interview. Get to know the company’s mission and new corporate initiatives, and tell them how you can
help them meet their objectives or resolve their problems. Praise the company for public recognitions or recent
accomplishments. The employer will surely take notice of your active interest.
Use “I” and “my” sparingly. Try not to use these words more than six times in your cover letter. You need to focus on what
you will bring to the company and how you will help them improve their profitability. Too much use of the word “I” will also
make your letter look elementary and poorly written.
For executive-level candidates and professionals with substantial achievements, a bullet point format is often the most
effective and efficient way to highlight accomplishments. If you fall into this category, be sure to keep the bullet point
statements unique and fresh. Do not copy and paste the exact same phrases from the resume as it will make you look
lazy. All sentences and achievements transferred from the resume should be rephrased.
Close your letter with a strong paragraph:
In the closing paragraph, you need to address several issues. At the very least, you need to ask for the interview and
provide contact information. This is also the ideal place to mention your salary requirements (if the employer insists on it),
or your desire to relocate.
To demonstrate your drive and interest, mention that you will call within a week to follow up. This is a great way to ensure
the resume was successfully received, and it creates an opportunity to establish a dialog. However, do not mention this in
your cover letter if you do not intend to follow up.
In summation, an aggressive and dynamic cover letter will help you stand out among the competition. Remember that the
goal is to market yourself – not to compose a dull biography.