Build a Achievement-Focused Resume
In the past, I've reviewed a lot of resumes. There's a real art to telling your story, but also showing the impact of it as well.
Coming from a working-class background, I never received guidance on climbing the career ladder or even crafting a resume. I still struggle with my own, but I like to think I've learned a few things along the way.
I always say, the most fulfilling aspect of my career has been witnessing the growth of those around me. Nothing makes me happier than to see a Customer Experience Associate begin on the front-lines of support, and grow into a leadership role.
In this blog post, I've compiled some tips on crafting a resume that doesn't just list your tasks, but shows the results of your work… hopefully landing you your dream role!
What makes a good resume?
Quantify Achievements: Instead of just listing your daily tasks, quantify your accomplishments with specific numbers, percentages, or metrics. For example, mention how you increased sales revenue by a certain percentage or reduced customer churn by a specific number. Did you improve efficiency? Reduce wait times? Increase customer satisfaction? Mention it!
Use Action Verbs: Begin each bullet point with a strong action verb to highlight your accomplishments. Words like "implemented," "analyzed," "optimized," and "achieved" can convey a sense of proactivity and impact.
Add descriptions of the companies you’ve worked for: Save your recruiter/hiring manager some time by writing a short description on the company and why it’s impressive/relevant. For example, I would include that OpenSea was named “One of Time Magazine's Most Influential Companies of 2022” — you may not know what an NFT is, but you know that we’re innovative!
Focus on Results: Highlight the outcomes of your actions rather than just describing your responsibilities. Hiring managers are more interested in what you've achieved and how you've contributed to the success of your previous employers. Use numbers, percentages, or metrics to make your achievements tangible. How many calls did you answer? How much did you shorten wait times?
Tailor to the Job Description: Customize your resume to the specific job you're applying for and emphasize the data-driven aspects of your experience that align with the job requirements. You should be applying to roles with a unique resume each time. This is a fantastic resource to use ChatGPT to tailor your resume to a job posting.
Mention the tools you’ve used: Not all help desks are equal! It’s really important to call out what tools you’re comfortable with, or which ones you’ve personally helped customize.
But wait, there’s more! As an ex-designer, it kills me to say that your resume shouldn’t be too creative. Here are some tips to get through ATS (applicant tracking systems):
Use Standard Fonts and Formats: Stick to standard fonts like Arial, Calibri, or Times New Roman, and avoid using unusual formatting, graphics, or images that may not be compatible with the ATS.
Mirror the Job Description: Use similar language and terminologies found in the job posting to describe your skills, experiences, and qualifications. This helps align your resume with the employer's expectations and increases the likelihood of being recognized by the ATS. Again, this article is fantastic for this.
Include Relevant Headings and Sections: Organize your resume with clear headings such as "Professional Experience," "Education," and "Skills." This makes it easier for the ATS to parse and categorize the information.
Avoid Graphics and Tables: While visuals like graphs and tables may enhance readability for humans, they can confuse ATS software. Stick to a simple, text-based format to ensure the ATS can accurately read your resume.
Spell Out Acronyms: Spell out acronyms and abbreviations, especially those specific to your industry or previous employers (So, “NPS” should be “Net Promoter Score”). This ensures that the ATS recognizes and understands the terms you're using.
Use a Standard File Format: Save your resume in a standard file format such as .docx or .pdf to ensure compatibility with different ATS platforms. Avoid using uncommon file formats that may not be supported by the ATS.
