What metrics should I put on a support resume?

Customer satisfaction (CSAT), first-contact resolution, average handling time and the number of queries handled a day.

I want to move from support to a higher role. What helps?

Show training of others, process improvements and quality scores. These show you are ready for team lead roles.

Made-up example for India

Customer Support Executive resume example

Customer support executives help customers by phone, chat and email, and solve their problems quickly and politely.

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You start with the structure and wording style. Your name, companies, dates and numbers are left as [placeholders] for you to fill in.

Example resumeSingle-column, ATS-friendly

Lakshmi Narayanan

Coimbatore, Tamil Nadu · +91 90000 00116 · [email protected]

Summary

Customer support executive with 3 years of experience handling chat and voice support for e-commerce and telecom customers. Known for calm problem solving, clear writing and high satisfaction scores.

Experience

Customer Support Executive, Nilgiri Connect

Coimbatore · Oct 2023 to Present

Resolved 60+ chat and voice queries a day with a customer satisfaction score of 4.7 out of 5.
Maintained first-contact resolution of 86%, against a team target of 75%.
Reduced average handling time by 18% by creating reply templates for the 15 most common issues.
Trained 8 new agents and received the Employee of the Quarter award twice.

Associate, Customer Care, Kongu Retail Online

Coimbatore · Jun 2021 to Sep 2023

Handled order, refund and delivery queries in English, Tamil and Hindi.
Escalated 200+ complex cases with clear notes, helping the back office close them 25% faster.
Recorded issues in the helpdesk tool and flagged 5 recurring problems to the product team.

Education

B.A., English Literature, Kovai College of Arts and Science (2018 to 2021) · First Class (71%)

Skills

Chat and voice support · Zendesk · Freshdesk · Complaint handling · English, Tamil and Hindi · Typing speed (50 wpm) · CRM tools · Email support · Active listening · Escalation handling · Knowledge base writing · Time management

This is a made-up example. The person, companies, colleges and numbers are fictional. Do not copy them: use the structure and write about your own real work.