Resume Template of a Fresh Graduate

Are you a high school graduate or a college graduate? And you need to write your first resume? I am very happy to help you out. Hey that is customer service indeed. Let’s start your journey as an applicant.

Let us start with high school/college graduates with no work experience at all. You may be are too worried on how to make your first resume look good. The BPO (Business Process Outsource) industry is getting more competitive. The same goes for other industries. You have to sell yourself and show that you are the best candidate for the post. Here is a guide in writing your first resume:

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First Section: Contact Information

  • Use your full name and not your Nick name. Ex. Maria de Leon
  • No need for full address, baranggay and city will do. Ex. Manggahan, Pasig City
  • Use your mobile number and not your home number or somebody elses ex. 09xx xxx xxxx
  • Indicate professional email and avoid unprofessional ones such as sexybitch@yahoo.com. An email address with your name is good. Ex. Maria_deLeon@yahoo.com
  • You may include substantial network such as your LinkedIn url.

Second Section: Personal Branding Statement

The employers want to see what you as an applicant can do for them and not what you want from them. You have to show what you offer and how you are different from the other candidates. It should be inspiring and catchy like below: (Source: http://www.hloom.com)

I have a passion for customer service and I can create innovative solutions to keep customers committed to your brand and have them coming back for more.

You can also add actions to your branding like below: (Source: www.hloom.com)

I help companies drive profits and improve their reputation through innovative customer service solutions, never saying no, and not closing an interaction until satisfaction is achieved.

Your branding statement should be unconventional. Only you know how to brand yourself. Here are points to consider:

  • Keep it short and simple. All should be about your customer service skills.
  • Terms like passionate, committed, emphatic, creative, energetic, focused, aligned, intuitive, innovative, collaborative are strong words to consider in writing your resume. You should also brag about your problem-solving skills.
  • Focus on customer service skills. Mention what is impressive and not what is he business in general.

Third Section: Education

One of he qualifications is being a graduate. For high school graduates, you may include your primary, middle school and high school institution including the years and city where it is located. For college graduates, you may include the course you finished.

Fourth Section: Skills Summary/Qualifications

Since you do not have work experience yet, this is the next section of your resume. I will write another blog with experience section for non-newbie. This should have only 10 at most bullet points with word/phrases. Include the most relevant skills, not all. Highlight any Honors received while in school. Your entry-level resume should include ALL  the community service activities you engaged in. List also the part time jobs and internship. If you have Technical Skills, you may add those.

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Fifth Section: Seminars/Training Attended

You are a newbie, there is no work experience to flaunt yet. Yet, it is necessary to include the training and seminars you attended with connection to your education and the job you are applying for if possible. State the Title of the Training, Location, and Date (Month and Year will do). Make sure you have the certificates with you to present on the schedule of your interview.

Last Section: Reference

The reference section should not include any member of your family. The reference will possibly be contacted to ask about you and your background.These people will serve as the basis if the information written on your resume are true and valid. You may include 3 names with their profession, place of work and contact number. As a fresh graduate, you may include your professors or any one who knows you who can say attest to what is written on your resume. You can also say, “Will be provided upon request.” But, make sure you have it listed.

Remember not to use funky fonts. Arial font style  at 11 font size will do. Your resume should look as professional as possible. An image or 2×2 picture attached on the resume is not required at all. There are some cases that it affects the impression of the recruiter/interviewer to the applicant. I am speaking in general.

Below is an example of a resume. Feel free to add your personal details & achievements.

maria de leon

Fresh Graduate Resume

22kb size

 

Hit LIKE on my Facebook page if you find this blog post helpful. You may leave a comment below once you get hired, so you can inspire someone.

Disclaimer: Details written on the resume are fictional. Apologies if any info matches anyone’s information.


 

Call Center Employees – Misjudged

I was once a part of the BPO (Business Process Outsourcing) industry for about 5 years. It was the industry which helped me through in providing for my family. The BPO is a huge dollar (foreign currency) earning industry in the country for the past years until at present. It can almost surpass the income being sent by our Bayaning Filipinos – OFW through remittance may it be US$, Euro€, Emirati Dirhams and other currencies.

Photo credit: www.thephilippinepride.com

Are the people still in the stereotype that the call center agents are Phone Operators Only? If yes, I beg to discontinue from the wrong connotation.  These people are not just “Thank you for calling…”. Just so you know, try to put yourself on these situations.

  • Sleepless nights : They sleep in the morning when everyone is wide awake. That is also the same time when loud noises are heard from vehicles, machineries, appliances, videoke and if lucky enough quarreling neighbors. “Mabuti nang walang tulog kesa walang gising”.
  • Less Family time : (Sometimes) They sacrifice the quality time with their loved ones such as spending birthdays, anniversaries, reunion, holidays and others. They have the privilege to file for a Leave, but in some cases, it won’t be approved, this happens. “Bawi na lang sa ibang araw, sagot ko”.
  • No Work Suspension (even on calamity) : We call them The Immortals. These people relentlessly go to work even if the roads are flooded. They would do all the possible ways just to get to work including riding a boat or tumawid sa lubid. “Male-late lang ng konti, on the way na po ako boss.”

Photo credit: www.callcenterfocus.com

Having said those, they are still under a scrutiny and more of an underrated judgment. I once read from Facebook post shared numerous times (grateful if someone can give me the link), he was riding a jeep and eavesdrop on a conversation between a public school teacher and her kumare. The kumare asked for the teacher’s children. And the teacher responded that she does not want her kids to work in a call center lang and other stuff that irritated the agent. Being heard by a call center agent, he was not able to hold of his feelings and butt in. I do not have the verbatim, but it goes something like this: Bakit po anong masama sa call center? Teacher po kayo? Ano pong tinuturo nyo sa mga estudyante nyo? Baka nga po yung anak nyo gusto mag trabaho sa call center. Hindi ko mahintay na makapagtrabaho sya sa call center dahil malaking sampal sa mukha nyo kung mangyayare yun.” The agent bordered rudeness yet we cannot blame him for expressing his emotions over a judgment of his decent job. My take: I want this in Tagalog para may #hugot. “Excuse me po mam, public school teacher po ba kayo? Edi sa tax po ng mga empleyado galing ang sweldo nyo kasama ang malalaking tax ng call center agents na inaalipusta nyo. Baka mismong mga anak nyo nahihiya sa sinabi nyo.” I’m sorry, just got carried away. #SorryNotSorry

Photo credit: www.glavo.biz

Can’t we respect them? I mean, they have a decent job which provides for their family and themselves. Aside from it is a high paying job compared to other industry in the Philippines they have great chances for promotion. Since the call center industry is heading its way up, yes up. Promotion means even a higher pay,  more help to the family and more tax for the Philippine government. I sometimes envy what these people are getting such as:

  • Higher than usual Basic pay
  • Medical insurance (health cards)
  • Transportation allowance
  • Meal allowance
  • Tenure allowance
  • Rice allowance
  • Clothing allowance
  • Over time pay and GC incentives
  • Loan qualification (salary, personal, car, housing etc.)
  • Monthly Performance incentive
  • Quarterly Performance incentive
  • Attendance incentive
  • FREE meals on certain occasions
  • Communication allowance (for TLs and up)
  • Sales Commission
  • FREE brand new handset every year (for TLs and up)
  • Other perks from the company (company give aways)
  • Gifts on birthdays, Mother’s day, Father’s day
  • Christmas package give aways
  • Referral incentives
  • Big discounts on partner companies such as realty developers, and other merchants
  • Career development (including personal and emotional)
  • FREE Certification and Training
  • Affiliation to interest groups
  • Travel incentives
  • Retirement package

Photo credit: www.spi-global.com

What else? As much as I want to think more, I can’t help but realize how blessed these people are. And yet they are being criticized for speaking the English language in public places (practice makes perfect), for being in Starbucks Coffee shop always (they can afford, please spare them), for having branded personal stuff (come on, they deserve to treat themselves after a hard work done) and many others that I observed.

Just like the carpenters, I respect them. They can build cabinets, houses, buildings and others. I cannot build such. They look dirty and all but I respect them.

I am a graduate of a 4 year course, has units in Masters, a licensed secondary educator and have taken several certification courses. Though I love the banking industry (previous job), if given a chance, I would work again in the BPO industry that has more room for career and personal development.

Try to be one. In that way, we would understand who they are and what they have to go through from initial interview, assessment, final interview, communication training, product training, fish bowling, until they reach the actual production floor. That’s a lot! Even more, they try their best to get regularized and maintain the status over a changing score card goals on a monthly basis. I can almost remember, I already exhausted my energy and resources to assist a caller but to her, its still NOTHING! Not easy…

R-E-S-P-E-C-T!

Effective Call Center Interview Questions and Answers

Are you a newbie in the BPO industry or experienced, but trembles during the interview? Let me help you by sharing some of the possible Call Center Interview Questions and Answers.

  1. Tell me something about yourself

It looks simple, right? This question will set the mood of your conversation with the interviewer. DO NOT tell the interviewer what is on your Resume. If you do, why don’t you just tell her/him to read it. DO tell the interviewer about your hobbies, and your skills will be tackled along the way. If you tell the interviewer that you are into sports, (depends which one) it will show your competitiveness, being analytic, leadership and others. If you are a couch potato, you can talk about your family. Just add your favorite movies and television series. Just make sure what comes out of your mouth is really interesting.

  1. What is your idea of a call center?

You may say that people take in calls from different parts of the world, providing information needed with excellent customer service. Adaptability is one of the qualities required since people will have changes in schedule, mingle with different kinds of persons and different culture. This question is usually for the newbies in the industry. So, say something about how you perceive the background of the work, whether it is for a Sales Account, Technical Account, or Customer Service Account. DO NOT tremble. No answer is wrong, just speak your mind.

  1. Why did you apply in a call center?

You must have read the job posting to know who/what they are looking for. And that you have the skills required for the post. Tell the interviewer about your job from another industry or your experience in your practicum/OJT. You may have already experienced irate clients (whatever you call them) which required you to be more patient or be a good listener. The skills you have shown your previous job can also be applied in a call center, only with a higher pay and a chance to get promoted. DO NOT say that you want to improve your English communication skills or you need money to help your family or your kid. Tell the interviewer what you can contribute and not otherwise.

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  1. What are your strengths and weaknesses?

Some of the basic “strengths” that is needed in this industry are being patient, flexibility in schedule, has good communication skills, has good problem solving skills, analytical skills, multi-tasking and others. Answer with a very short example or story. The “weakness” part is the one that will surely make your interviewer write on the paper she is holding. Your weakness is, you work too much even beyond the shift. Overtime is something you are waiting for. DO NOT say any negative quality. What you have in mind  must turn into a positive one. If they insist on any other weakness, you can say that you are too friendly that people sometimes misunderstood you. Or it makes you upset to see colleagues who do not value their work. You get that?

  1. Why do you want to work in our company?

I suggest you to research a bit about the company you are applying for. If you are lazy to do such, you can say that you need a stable company to work for a long period. Maybe you can also say that they have morning shift. You want a normal life or close to it even if you work in a call center. You heard from a friend that the employees are satisfied with how the management run the company/account. In short, all those positive aspects of the company you are applying for. You may not compare them from your previous company. It is like having bad mouth. Leave that and look forward.

  1. What has been your greatest achievement?

Fresh graduate: Your college diploma (please include stories of any hardship and success)

Newbie/Job shifter: Your awards/recognition from previous jobs (please include stories of any hardship and success)

Experienced: Your awards/recognition from previous jobs (please include stories of any hardship and success)

You have to mention at least one. If none, you can say what you have learned from your personal/community/corporate experiences.

photo credit: www.pinterest.com

  1. Why did you leave your previous job/company?

DO NOT say anything bad about your previous company. Just like those being arrested, “Anything you say can and will be used against you.” You can say about the workload, or more time was spent unproductively. Express that you learned from those experiences and move forward from any mishaps. Respect.

  1. Any issue with your previous supervisor? How did you handle it?

Again, respect. Although you wanted to strangle the Avaya’s cord to your previous supervisor’s neck, just keep it. The answer is NO. You  make sure that disagreements are handled at once, towards an adaptable solution.

  1. How do you handle pressure (environment/caller/superior)?

It is important that you know your priorities. First things first. Urgent projects/tasks are work on primarily. Make a calendar, use a planner or a diary to get organized. Express apology if any mistake is committed. Hear them out and start from there. Make sure both of you are towards one goal – solution.

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  1. How do you manage “change”?

Just so you know, the call center industry has “changes” once in a while. It is more on unexpected time. DO NOT include it on your issue list. It is given, you should know what you are trying to get into. May it be changes in schedule, change of team members or team supervisor, change of target /goals, etc. Besides, the CONSTANT thing in this life is CHANGE. Expect more changes in the call center industry. Give examples of specific issues/problems you faced and how you handled them in the past. Mostly, what you have learned from that situation. Demonstrate a positive attitude in dealing with change. 

  1. How do you keep yourself focused in achieving your goal?
  • Feel good to look good to do good
  • Live a healthy lifestyle
  • Keep in mind the benefits you can earn
  • Motivate others to stimulate a positive environment
  • Know our targets and break them down one by one to ensure success
  1. What to do when asked to do a role play?

Please make sure before you start the dialogue, know the guidelines and the goal of the conversation. Be confident and be precise with every information coming out of your mouth. DO ask questions if necessary.

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 DO’s and DON’Ts During the Interview

  • Dress nicely
  • Come in on-time
  • DO NOT speak in Tagalog, no matter what
  • Talk slowly if you have to watch your accent and grammar
  • Maintain eye contact
  • Sit upright, DO NOT slouch
  • Be confident and authentic
  • Own your answers by using the word “I”
  • Acknowledge mistakes (if any) and correct yourself (It is a plus point)
  • Ask questions to show that you are really into the job
  • Smile (even if you are having a bad day)

Do’s Before the Interview

  • Sleep early
  • Read English magazines/books
  • Watch English movies/series
  • Listen to English radio stations
  • Ask someone to converse in English with you
  • If no one is available, speak English to yourself as a practice
  • Record your practice conversation (if possible) so you can listen to yourself and know where to improve

After reading the tips above, you are now ready to face the interviewer with confidence. Do not forget to maintain eye contact. Above all, BE TRUE TO YOURSELF.

Now, please hit LIKE (Facebook) at the upper right corner of the screen to get more interesting blogs. And feel free to share the outcome of your interview. Have Faith!