Liam Doyle
Customer Service Representative
Dublin, Ireland +353 1 555 0188 liam.doyle@example.com
Professional Summary
Customer service representative with 6+ years in high-volume support across phone, email, and chat. Maintained a 96% CSAT score while handling 60+ contacts per day and resolving 80% of cases on first contact.
Experience
Customer Service Representative — Orbit Telecom
2021 – Present
Dublin, Ireland
- Maintained a 96% customer-satisfaction (CSAT) score across 12,000+ rated interactions.
- Resolved 80% of cases on first contact, beating the team average of 68%.
- Handled 60+ daily contacts across phone, email, and live chat without backlog.
- De-escalated complex complaints, retaining 45+ at-risk accounts over the year.
- Wrote 15 help-centre articles that cut repeat tickets on common issues 20%.
- Onboarded and coached 4 new representatives on tools and tone.
Retail Sales Assistant — Greenfield Stores
2018 – 2021
Dublin, Ireland
- Handled customer queries and complaints in a high-footfall store.
- Consistently exceeded monthly customer-feedback targets.
- Trained 5 seasonal staff on service standards and POS systems.
Education
Diploma in Business Administration — Dublin Business School
2016 – 2018
Skills
Customer supportConflict resolutionActive listeningCRM (Zendesk)Live chat & email supportTroubleshootingProduct knowledgeEmpathyTime managementMultitaskingDe-escalationHelp-centre documentation