It is sometimes difficult to discover if an applicant is the right person for the job by looking at their resume. Obviously, this document shows the person in the best possible way and there may even be some small “puffing” or exaggerations listed on it. Here are items you need to look for:
- Name: Make sure that the person uses their full name including a middle initial. This is helpful when doing web research including social media especially if the applicant has a very common name.
- Objective: Is it specific enough and does it include the job they are applying for? Objectives like “to contribute to a growing company in anyway” is not the work of a focused person.
- Most recent experience: Many unemployed people start their own company when they are out of a job for a long period of time. Ask if they are the owner of that company even if it does not list them as CEO.
- Titles: Applicants have a tendency to inflate their titles to “coordinator” or “manager”. Did the Customer Service Manager really manage anyone? Was a Senior Customer Service Specialist more experienced than others on their team?
- Accomplishments: Are they really qualified for this job? Watch for words like "led", "directed", and "created". Were they just “on the team” that did this or did they really lead the effort? For example, if the person lists that they created a social media customer service strategy, maybe they just played around on Twitter and Facebook. Watch when they quote percentages in this area. Exceeding a goal by 100% may mean something or it may just be window dressing.
- Time gaps: Are there gaps in their resume for period of times where they did not work? Many times applicants leave out jobs on their resume where they were fired or it ended in an ugly way.
- Education: Did they graduate with a degree or just take course work? If a school is listed with no degree, they did not graduate. Similarly, is the degree relevant to the job they are applying for?
- Skills: Many skills listed include anything they can name or their training was so long ago, it is no longer relevant. During the interview process, test for specific customer service skills needed to be successful in this specific job.
- References available upon request. Get these references at the first interview and ensure they are from past managers not peers.
What do you look for when reviewing customer service resumes?