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Legend Jordan
Telephone Service Adviser
Summary
Highly accomplished Telephone Service Adviser with 5+ years of experience in the telecommunications industry. Proven ability to handle high-volume call traffic, resolve complex customer issues, and provide exceptional customer service. Skilled in developing and implementing call center strategies, improving operational efficiency, and managing teams. Proficient in telephone service consulting, customer service management, troubleshooting and problem resolution, complaint management, upselling and cross-selling, and dispute resolution. Committed to delivering a seamless customer experience and exceeding performance expectations.
Education
Bachelor’s Degree in Business Administration or Communications
October 2018
Skills
- Telephone Service Consulting
- Customer Service Management
- Troubleshooting and Problem Resolution
- Complaint Management
- Upselling and Cross-Selling
- Dispute Resolution
Work Experience
Telephone Service Adviser
- Implemented a new CRM system to streamline customer interactions and improve response times by 20%.
- Collaborated with technical support teams to resolve complex customer issues effectively and efficiently.
- Negotiated with vendors to obtain favorable service level agreements and reduce operational costs by 8%.
- Utilized uptodate telecommunications and call center software to optimize call handling and improve productivity.
Telephone Service Adviser
- Created innovative call routing strategies to enhance customer satisfaction by 15%.
- Developed and implemented training programs to improve team performance and reduce call handling time by 10%.
- Analyzed call data to identify trends and optimize call center operations, resulting in a 5% increase in firstcall resolution rates.
- Managed a team of 10 Telephone Service Advisers, providing guidance and support to ensure exceptional customer service.
Accomplishments
- Improved call resolution time by 15% through proactive problem identification and knowledge sharing within the team.
- Developed and implemented a new training program for new hires, resulting in a 20% reduction in support call volume within 3 months.
- Established a rapport with key clients, fostering longterm relationships and increasing customer loyalty by 10%.
- Developed a script for handling challenging customer interactions, reducing customer complaints by 15%.
- Led a team effort to upgrade the telephone system, resulting in improved call quality and reduced downtime.
Awards
- Recognized for exceptional customer satisfaction scores, consistently exceeding industry benchmarks.
- Received Employee of the Month award for consistently delivering highquality service and resolving complex customer inquiries.
- Recognized for excellence in technical troubleshooting, resolving 95% of incoming calls without escalation.
- Received a Team Excellence Award for contributions to a crossfunctional project that improved customer onboarding.
Certificates
- Certified Customer Service Professional (CCSP)
- Contact Center Agent Certification (CCAC)
- ITIL Foundation Certificate
- Microsoft Certified Solutions Expert (MCSE): Customer Service
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How To Write Resume For Telephone Service Adviser
- Highlight your customer service skills and experience in your resume.
- Quantify your accomplishments with specific metrics whenever possible.
- Tailor your resume to each job you apply for by highlighting the skills and experience that are most relevant to the position.
- Proofread your resume carefully before submitting it.
Essential Experience Highlights for a Strong Telephone Service Adviser Resume
- Provide prompt and courteous customer service via telephone.
- Answer customer questions, resolve complaints, and provide information about products and services.
- Troubleshoot and resolve technical problems with telephone equipment and services.
- Process orders, take payments, and update customer accounts.
- Maintain accurate records of customer interactions and call details.
- Monitor call quality and identify areas for improvement.
- Cross-sell and upsell additional products and services to customers.
Frequently Asked Questions (FAQ’s) For Telephone Service Adviser
What are the key skills and qualifications required to be a Telephone Service Adviser?
The key skills and qualifications required to be a Telephone Service Adviser include excellent communication and interpersonal skills, a strong understanding of telephone systems and telecommunications products and services, the ability to troubleshoot and resolve technical problems, and the ability to provide excellent customer service.
What is the career path for a Telephone Service Adviser?
The career path for a Telephone Service Adviser can vary depending on the individual’s skills and experience. However, some common career paths include moving into a management role, becoming a technical support specialist, or working as a customer service representative in a different industry.
What are the challenges of being a Telephone Service Adviser?
The challenges of being a Telephone Service Adviser can include dealing with difficult customers, working long hours, and having to constantly learn about new products and services.
What are the rewards of being a Telephone Service Adviser?
The rewards of being a Telephone Service Adviser can include helping customers resolve their problems, making a difference in people’s lives, and having a stable job.
What is the average salary for a Telephone Service Adviser?
The average salary for a Telephone Service Adviser can vary depending on the individual’s experience, skills, and location. However, according to the U.S. Bureau of Labor Statistics, the median annual wage for customer service representatives was $35,560 in May 2021.
What is the job outlook for Telephone Service Advisers?
The job outlook for Telephone Service Advisers is expected to be good over the next few years. This is due to the increasing use of telephone and other telecommunications services by businesses and consumers.