The Hidden Step
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STEP FOUR
Build Your Resume
Or the applicant could compose the same bullet writing it in customer service
terms focused on
How what he did
made him an asset in a customer service envi-
ronment: (the green text outlines “how what he did...”)
Correct
•
Was responsible for
handling large volumes
of calls; a master in confict resolution
led to
achieving the highest marks in customer satis-
faction.
You see, all we are doing in the second bullet is translating
the frst bullet in customer service terms.
If he
originated loans
he must have
answered large vol-
umes of calls
and therefore communicates this by writing:
“Was responsible for handling large volumes of
calls”
;
If he was successful at
selling mortgages
, he must have
had a
lot of happy customers
and can communicate it this way:
“a master in confict resolution led to achieving the highest marks
in customer satisfaction.”
What if he were applying for a sales position? How would he modify this bullet
on his resume if
the path is Sales
? (the red text outlines “what he did”)
Incorrect
• Was
responsible for originating loans
, selling the highest ratios, and
docu-
menting loan docs
. Achieved the highest marks in mortgage sales.
4
stage four:
the
work Experience