Is Tomas Erdenburg a real person

No. He is invented for this page, and so are Kettlewind Home and Beaumaris Travel. The figures show a shape and describe nobody.

Are contact centre statistics safe to use

Your own performance figures are ordinarily yours to describe. Use the ones you were measured on, which is usually contacts handled, first-contact resolution, average handling time and a satisfaction score.

What if my employer never measured me

Count what you can count honestly: shifts, languages, systems, the number of advisers you trained. A line about rewriting 35 templates is evidence even without a rate beside it.

What did the checker score it

97 out of 100, with one improvement remaining worth 8 points. The document has 184 readable words and the volume rule's top band opens at 250, which is a long page for two service roles.

Do languages belong on a service résumé

On this one they carry real weight. A queue that takes calls in three languages is staffed differently, and the example carries Dutch, English and German with levels beside them.

Which design is this rendered in

Zenith, one of the 21 ATS-safe layouts out of 37. It keeps the contact row and the skills row clearly separated, which matters on a page where both are scanned quickly.

Example · Service

A customer service representative résumé example, with the queue on it

One complete customer service résumé, written out in full. The person is invented. The reading and the score come from the product itself.

ConxfolioPublished 2026-09-13

— contacts a day, resolution rate, handling time.

The customer service representative example résumé drawn as a complete page in the Zenith design: name, summary, the roles with their bullet lines, education and a skills row — The example below, drawn by the builder's own renderer in the Zenith design. The picture was taken by pressing this page's own Use this example door and photographing what the editor rendered.

Contact centre work is measured minute by minute and then described on a résumé as "excellent communication skills". This example is written out in full so you can read what the alternative looks like, then put through the tools here so you can see what software takes from it. The candidate is invented. Tomas Erdenburg does not exist, neither employer exists, and every figure was chosen to demonstrate a shape.

The example, in full

An invented person. Not a real document, and not yours.

Tomas Erdenburg
Customer Service Representative
Rotterdam, Netherlands · [email protected] · +31 10 555 0176

Summary
Customer service representative with six years on phone, email and chat queues. Works on first-contact resolution and the complaints other people escalate.

Experience

Senior Customer Service Representative · Kettlewind Home, Rotterdam · 2022 to present

Handled 60 contacts a day across phone, email and chat at a 92% first-contact resolution rate.
Resolved 40 escalated complaints a month and reduced repeat contacts on them by 28%.
Rewrote 35 response templates and cut average handling time from 7 minutes to 5.
Coached 9 new advisers through their first month on the queue.

Customer Service Adviser · Beaumaris Travel, Utrecht · 2019 to 2022

Answered 45 calls a day in 2 languages during peak season.
Processed 1 100 refunds and rebookings in the disruption of a single quarter.
Kept a customer satisfaction score of 4.6 over 3 years of monthly surveys.

Education
MBO 4 Commercial Services · Maasdijk College, Rotterdam · 2015 to 2019

Skills
phone support, email support, live chat, complaint handling, de-escalation, Zendesk, order systems, refunds and rebookings, coaching, quality monitoring

Languages
Dutch · native · English · C1 · German · B2

Write the queue down

Sixty contacts a day across phone, email and chat, at a 92% first-contact resolution rate. Forty escalated complaints a month. Average handling time from seven minutes to five. Those four figures describe a working day precisely enough that a team leader knows what they are hiring, and every one of them is a number a service adviser already sees on a dashboard every week.

The units here are contacts, complaints, minutes and advisers, and all of them are read as measurable evidence. A profession with no money attached to it is not a profession with nothing to count.

The lines that show judgement

Two lines in this example are about other people rather than throughput: rewriting 35 response templates, and coaching nine new advisers through their first month. Those are the lines that separate a senior adviser from a fast one, and they are usually the first casualties when somebody cuts a résumé to half a page.

The disruption line does similar work. Processing 1 100 refunds and rebookings in a single quarter of disruption says something about temperament that no adjective in a summary would survive.

What the reading found

The door below hands the document to the résumé builder as plain text, through the same import an uploaded file goes through. The review shows every field beside the line it came from before anything reaches the editor. Here the completeness pass found four readable sections, 111 words of experience evidence and ten distinct skills.

The Conxfolio import review after the door opened, showing Tomas Erdenburg's example read into fields beside the rendered page, with the line saying it is an example — The real import review, opened by this page's own door. It names Tomas Erdenburg as invented before anything is saved, and it shows every field beside the line it came from.

No language model is involved at any stage. Every string a reader emits is checked in code to be a span of the document it read, and where the rules are unsure they ask rather than filing your last job under the wrong heading.

What the checker scored it

The same import review on a 390 pixel phone screen, with the example notice above the accept button — The same door on a phone. Nothing is withheld on the small screen: the notice, the reading and the accept button are all there.

Ninety-seven out of 100, with one improvement remaining worth 8 points. The arithmetic is 100 × 30% + 100 × 30% + 92 × 40% = 97, explained in the article on the score. Seven action-led lines, four measurable, seven lines of depth and 184 readable words against a band that opens at 250.

Two roles at that length is an ordinary service career, and the missing eight points are volume rather than quality. Running your own page through the ATS checker will tell you the same thing about yours in the same words, with the points each fix is worth printed beside it.

What this example leaves off

No adjectives about communication, no list of personal qualities and no reference to being a people person. Every one of those is a claim the rest of the page either supports or fails to support, and stating it separately adds nothing a team leader can check.

Individual complaint stories are left off as well. They identify customers, they take four lines each, and they are exactly the material for an interview rather than for a page. A count of escalated complaints and what happened to repeat contacts covers the same ground in one sentence.

What to change for your own

Change the channel mix and the sector. Retail, utilities, travel, banking and technical support all use this shape and score the same way. Then put your own dashboard figures in, and name the systems you actually worked in rather than the ones you have heard of.

Keep the languages with levels. Keep one coaching or template line, because it is the evidence of seniority. The design gallery holds 37 layouts. For neighbouring work, read the sales representative example, the graphic designer example and the nurse example, which counts people the same way.

Write yours beside it

Opens the builder with Tomas's example loaded, saved as its own entry in the Zenith design. Replace every line with your own. Free, no account.

Use this example Check a résumé instead

Questions

Is Tomas Erdenburg a real person: No. He is invented for this page, and so are Kettlewind Home and Beaumaris Travel. The figures show a shape and describe nobody.
Are contact centre statistics safe to use: Your own performance figures are ordinarily yours to describe. Use the ones you were measured on, which is usually contacts handled, first-contact resolution, average handling time and a satisfaction score.
What if my employer never measured me: Count what you can count honestly: shifts, languages, systems, the number of advisers you trained. A line about rewriting 35 templates is evidence even without a rate beside it.
What did the checker score it: 97 out of 100, with one improvement remaining worth 8 points. The document has 184 readable words and the volume rule's top band opens at 250, which is a long page for two service roles.
Do languages belong on a service résumé: On this one they carry real weight. A queue that takes calls in three languages is staffed differently, and the example carries Dutch, English and German with levels beside them.
Which design is this rendered in: Zenith, one of the 21 ATS-safe layouts out of 37. It keeps the contact row and the skills row clearly separated, which matters on a page where both are scanned quickly.

Conxfolio is a free set of four career tools: a résumé builder with 37 rendered layouts, an ATS résumé checker that prints its own arithmetic, a cover letter builder that traces every proof paragraph back to the line it came from, and a portfolio builder with 20 authored designs. There is no account to create, nothing is held back for a paid plan, and no language model is used anywhere in the product, so the readers, the score and the letter are deterministic code you can check.