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Thaddeus Mitchell
Telephone Answerer
Summary
A highly motivated and experienced Telephone Answerer with a strong commitment to providing exceptional customer service. Proficient in handling high call volumes, screening and routing calls, and providing accurate and detailed information to callers. Proven ability to maintain a positive and professional demeanor in fast-paced environments. Seeking a challenging role where I can leverage my skills to contribute to the success of an organization.
Education
Associate of Arts in Communication
July 2018
Skills
- Telephone Etiquette
- Customer Service
- Call Screening
- Message Taking
- Appointment Scheduling
- Complaint Handling
Work Experience
Telephone Answerer
- Utilized call center software and technology to process calls and track customer data
- Recorded and documented call details for future reference and followup
- Escalated complex or sensitive calls to supervisors or managers as required
- Assisted with other office tasks such as data entry, filing, and customer service
Telephone Answerer
- Answered incoming phone calls with a friendly and professional demeanor
- Effectively screened and routed calls to appropriate individuals or departments
- Provided detailed and accurate information to callers regarding company products, services, or policies
- Handled high call volumes and managed multiple lines efficiently
Accomplishments
- Answered over 1000 calls per day with a consistent 98% customer satisfaction rating.
- Developed and implemented a new callhandling system that reduced average call wait times by 25%.
- Trained and mentored new Telephone Answerers, ensuring a high level of customer service.
- Created and maintained a comprehensive call tracking system to monitor call volume and identify areas for improvement.
- Utilized effective communication and deescalation techniques to resolve customer issues efficiently and professionally.
Awards
- Employee of the Quarter Award for Excellence in Customer Service and Resolution
- Top Performer Award for Consistently Exceeding Service Level Agreement (SLA) Goals
- Award of Excellence for Outstanding Communication and Deescalation Skills
- Top Achiever Award for Highest Call Resolution Rate in the Department
Certificates
- Certified Call Center Professional (CCCP)
- Customer Service Certified (CSC)
- Telephone Answering Certification
- CRM Certification
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How To Write Resume For Telephone Answerer
- Highlight your excellent communication and interpersonal skills, emphasizing your ability to build rapport with callers and handle challenging conversations professionally.
- Showcase your proficiency in call center software and technology, demonstrating your ability to navigate and utilize various systems efficiently.
- Emphasize your attention to detail and accuracy, highlighting your ability to provide callers with complete and reliable information.
- Quantify your accomplishments whenever possible, using specific metrics to demonstrate the impact of your work.
Essential Experience Highlights for a Strong Telephone Answerer Resume
- Answered incoming phone calls promptly and courteously, maintaining a professional and friendly demeanor.
- Effectively screened and routed calls to the appropriate individuals or departments, ensuring timely and efficient call handling.
- Provided detailed and accurate information to callers regarding company products, services, and policies.
- Handled high call volumes and managed multiple phone lines simultaneously, prioritizing and responding to calls efficiently.
- Utilized call center software and technology to process calls, track customer data, and maintain accurate records.
- Recorded and documented call details for future reference and follow-up purposes, ensuring comprehensive call tracking and documentation.
- Escalated complex or sensitive calls to supervisors or managers as required, ensuring appropriate handling and resolution of customer issues.
Frequently Asked Questions (FAQ’s) For Telephone Answerer
What are the primary responsibilities of a Telephone Answerer?
Telephone Answerers are responsible for answering incoming phone calls, screening and routing calls, providing information to callers, and handling high call volumes efficiently.
What skills are required to be a successful Telephone Answerer?
Telephone Answerers should possess excellent communication and interpersonal skills, proficiency in call center software and technology, attention to detail, and the ability to handle high call volumes effectively.
What is the career outlook for Telephone Answerers?
The job outlook for Telephone Answerers is expected to grow faster than average in the coming years due to the increasing demand for customer service professionals.
What are the different industries that employ Telephone Answerers?
Telephone Answerers are employed in various industries, including healthcare, finance, retail, and telecommunications.
What is the average salary for a Telephone Answerer?
The average salary for a Telephone Answerer varies depending on experience, location, and industry, but typically ranges from $12 to $18 per hour.
What are the advancement opportunities for Telephone Answerers?
Telephone Answerers may advance to roles such as Customer Service Representative, Call Center Supervisor, or Quality Assurance Analyst.
Is it necessary to have a college degree to become a Telephone Answerer?
While a college degree is not typically required, some employers may prefer candidates with an Associate’s degree in Communication or a related field.