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Shane Tucker
Ticket Puller
Summary
Experienced Ticket Puller with a proven track record of successfully managing high volume ticket queues, processing over 1,000 tickets per day. Proficient in using industry-standard ticketing software (e.g., Salesforce, Zendesk) to track and resolve tickets efficiently. Excellent problem-solving, communication, and data entry skills. Adheres to strict ticket resolution timelines, meeting or exceeding SLAs.
Education
Associate’s degree in Business or a related field
April 2016
Skills
- Ticket Management System
- Customer Service
- Problem Solving
- Communication
- Data Entry
- Attention to Detail
Work Experience
Ticket Puller
- Documented ticket details accurately and thoroughly, ensuring clear communication with stakeholders.
- Effectively escalated unresolved or complex tickets to appropriate teams.
- Monitored ticket trends and identified areas for process improvement.
- Collaborated with other departments (e.g., IT, Operations) to resolve crossfunctional ticket issues.
Ticket Puller
- Successfully managed high volume ticket queues, processing over 1,000 tickets per day.
- Utilized industrystandard ticketing software (e.g., Salesforce, Zendesk) to track and resolve tickets efficiently.
- Proficient in using barcode scanners and other equipment for ticket processing.
- Adhered to strict ticket resolution timelines, meeting or exceeding SLAs.
Accomplishments
- Utilized advanced ticket sorting algorithms to prioritize and organize incoming tickets, resulting in a 20% reduction in average ticket resolution time.
- Developed and implemented a triage system to streamline ticket processing, enabling a 30% increase in daily ticket volume handled by the team.
- Trained and mentored junior team members on ticket resolution techniques, contributing to a 15% increase in overall team efficiency.
- Collaborated with technical support engineers to provide comprehensive resolutions for complex tickets, ensuring customer satisfaction.
- Established and maintained accurate and detailed ticketing records, ensuring compliance with industry standards and regulatory requirements.
Certificates
- ITIL Foundation
- CompTIA A+
- Customer Service Certified (CSC)
- Project Management Professional (PMP)
Languages
- English
- French
- German
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How To Write Resume For Ticket Puller
- Highlight your experience in managing high volume ticket queues and meeting or exceeding SLAs.
- Demonstrate your proficiency in using industry-standard ticketing software, such as Salesforce or Zendesk.
- Emphasize your problem-solving and communication skills, as these are essential for resolving customer issues.
- Showcase your ability to work independently and as part of a team.
- Include any additional skills or experience that would make you a valuable asset to a company, such as knowledge of specific software or industry regulations.
Essential Experience Highlights for a Strong Ticket Puller Resume
- Manage high volume ticket queues, processing over 1,000 tickets per day
- Utilize industry-standard ticketing software (e.g., Salesforce, Zendesk) to track and resolve tickets efficiently
- Proficient in using barcode scanners and other equipment for ticket processing
- Adhere to strict ticket resolution timelines, meeting or exceeding SLAs
- Document ticket details accurately and thoroughly, ensuring clear communication with stakeholders
- Effectively escalate unresolved or complex tickets to appropriate teams
- Monitor ticket trends and identify areas for process improvement
Frequently Asked Questions (FAQ’s) For Ticket Puller
What is a Ticket Puller?
A Ticket Puller is responsible for managing and resolving customer tickets in a timely and efficient manner. They typically work in a call center or help desk environment, and their primary responsibility is to ensure that customer issues are resolved quickly and effectively.
What are the key skills and qualifications for a Ticket Puller?
The key skills and qualifications for a Ticket Puller include: strong customer service skills, problem-solving skills, communication skills, data entry skills, and proficiency in using industry-standard ticketing software.
What are the career prospects for a Ticket Puller?
The career prospects for a Ticket Puller are generally good, as there is a high demand for qualified candidates. With experience, Ticket Pullers can advance to supervisory or management positions, or they can specialize in a particular area of customer support.
What are the common challenges faced by Ticket Pullers?
The common challenges faced by Ticket Pullers include: managing high volume ticket queues, meeting SLAs, resolving complex customer issues, and dealing with difficult customers.
What are the tips for writing a standout Ticket Puller resume?
The tips for writing a standout Ticket Puller resume include: highlighting your experience in managing high volume ticket queues, demonstrating your proficiency in using industry-standard ticketing software, emphasizing your problem-solving and communication skills, and showcasing your ability to work independently and as part of a team.
What are the key performance indicators (KPIs) for a Ticket Puller?
The key performance indicators (KPIs) for a Ticket Puller include: number of tickets resolved per hour, average ticket resolution time, customer satisfaction score, and SLA attainment rate.