Resume Template Example (Experienced Professional, ATS-Friendly, One Column)

This is the layout applicant tracking systems read without errors: one column, standard section names, real text instead of tables or icons, and a number in every job. It is plain on purpose. Recruiters spend about seven seconds on the first pass; they spend them on the summary and the first two bullets.

Maya Torres

Customer Support Team Lead
Denver, CO · (555) 014-2299 · [email protected] · linkedin.com/in/mayatorres-example

Summary

Customer support lead with six years in utilities and home services, currently leading a team of nine. Kept first-contact resolution above 80% for three consecutive years and cut average handle time by 22% by rewriting the refund workflow. Looking for a support operations role in a company that measures what customers actually experience.

Experience

Customer Support Team Lead | Clearwater Energy | Denver, CO | Mar 2023 – present

Lead a team of 9 agents handling 1,800 contacts a week across phone, chat, and email; team CSAT 93% (company average 88%).
Rewrote the refund and credit workflow with the billing team; average handle time on billing calls fell from 9.1 to 7.1 minutes, saving roughly 60 agent-hours a month.
Built the escalation queue used during the 2024 storm season, which resolved 1,200 outage claims in ten days with no regulatory complaints.
Hired and onboarded 11 agents; 9 are still on the team, and 2 were promoted to lead.

Customer Service Representative | Clearwater Energy | Denver, CO | Jun 2020 – Mar 2023

Handled an average of 62 contacts a day with a 94% satisfaction score and an 81% first-contact resolution rate.
Flagged three recurring billing errors to the product team with call examples; two were fixed within a quarter.
Trained four new hires on the refund workflow.

Front Desk Associate | Alpine Fitness | Boulder, CO | Aug 2018 – May 2020

Managed check-in and membership questions for a 2,400-member gym; reduced membership cancellations at the desk by offering the freeze option first, which retained about 30 members a month.

Skills

Zendesk, Salesforce Service Cloud, Five9, Excel (pivot tables, lookups), Google Workspace, escalation handling, QA scorecards, coaching, workforce scheduling, written communication.

Education

BA, Communication | University of Colorado Denver | 2018

Certifications

HDI Customer Service Representative, 2021
Zendesk Support Administrator, 2023