Overview
After being laid off in August 2024, customer support professional Cliff Wade sent 50+ job applications using LinkedIn Easy Apply and received zero responses. The problem wasn’t his qualifications—it was that his resume couldn’t pass Applicant Tracking Systems (ATS). By learning how ATS works, tailoring his resume to each job description, and optimizing for relevant keywords, Cliff went from zero interview callbacks to 9-10 interviews in two weeks and ultimately landed his dream job.
His key learnings: generic resumes fail ATS screening, fancy formatting breaks ATS readability, and simply listing skills isn’t enough—keywords must be used in context within achievement-focused bullet points.
Prefer to watch? See the highlights of the video interview with Cliff below, or keep reading for the complete story.
If you’ve been laid off and can’t seem to get a single interview callback, you’re not alone. In 2024, the average job search after layoff takes 5-6 months and over 100 applications. The culprit isn’t your experience or qualifications—it’s usually something simpler: your resume isn’t passing Applicant Tracking Systems (ATS).
This is the story of Cliff Wade, a customer support professional who experienced this frustration firsthand. After seven dedicated years with Nova Launcher and a subsequent period with Branch Metrics following its acquisition, August 7th, 2024, delivered the unwelcome news of a layoff impacting 120 employees, including Cliff. Suddenly, a professional who had been steadily employed for nearly a decade found himself thrust back into a job market he hadn’t navigated in roughly 15 years.
Cliff’s journey reveals the common mistakes that keep qualified candidates from getting hired and the specific changes that turn rejection into interviews. If you’re frustrated, discouraged, or wondering why your job search isn’t working, this story will show you exactly what to fix.
The Harsh Reality: Why Job Hunting After Layoff Fails
Cliff’s initial optimism was quickly shattered. He naively thought a few applications and his years of experience would swiftly lead to interviews. The reality, as he described it, was “atrocious and absolutely insane in a very bad way”.The job hunting market had transformed dramatically since his last foray in the late 2000s.
His first instinct was familiar: dust off his old resume, a document he’d maintained online for years, adding his most recent role. He jumped onto LinkedIn, relying on the seemingly straightforward “Easy Apply” feature. Weeks passed with silence. Not even a single acknowledgment. Cliff was dumbfounded.
Mistake #1: The Resume Template Trap
Realizing his resume might be the issue, Cliff embarked on a quick online search. He encountered a barrage of advice suggesting professional resume templates for customer support roles, with colors and fancy formatting. He diligently updated his resume’s appearance using free online resume builders, hopping from site to site to avoid subscription fees. Yet, the silence persisted. He wasn’t tailoring his resume content to specific job descriptions, a practice that wasn’t common in his previous job search.
Then, a crucial term began to surface: ATS, or Applicant Tracking System. The realization dawned on Cliff: these weren’t humans reviewing his application; they were machines scanning for specific keywords to decide if his resume even reached human eyes.
Understanding ATS: Why Knowing Isn’t Enough
Knowing about ATS was one thing; understanding how to “beat it” was another. The internet, according to him, is a confusing landscape of conflicting advice. Should he use colors? Were templates helpful or harmful for ATS resume readability? He was back at square one, realizing that simply listing skills mentioned in job postings – like Salesforce, Notion, Jira, and Slack – in a generic “Skills” section wasn’t enough. His resume score, with this new understanding, likely went from a 0 to 15 on a scale of 100, a significant jump, but still not enough to pass ATS screening. He felt that he needed an ATS resume template for Customer Support professionals but didn’t know where to find one.
A Lifeline from a Friend: Using AI to Tailor Resume
Around this time, a friend introduced Cliff to Upplai. Initially skeptical of needing a “system” for job applications, especially given his “old school” approach, Cliff’s perspective began to shift out of necessity. He was spending hours tailoring his resume for each application, still without success.
The moment he tried Upplai, it was a revelation. Pasting a job listing URL into Upplai and receiving a tailored resume in a matter of seconds was “mind blowing”. It instantly saved him 30-40 minutes per application. Even though the initial resume score Upplai provided (around 40) wasn’t perfect, it was a sign he was finally on the right track.
Here’s a quick video demo of how Upplai works.
How to Beat ATS: Beyond Keyword Listing
Cliff quickly learned that ATS resume optimization went far beyond simply copying keywords from the job description. Upplai helped him understand that for a role requiring “2-3 years of Notion experience,” the ATS might also be looking for related terms like “web browser” and “internet connection”. Upplai’s “magic,” as Cliff described it, lay in its ability to identify the essential list of 20-30 relevant keywords needed to bypass the ATS system for a specific job.
While Upplai provided an excellent starting point, Cliff also learned the importance of refining the generated resume. He experimented with adding context to his skills, explaining how he used tools like Jira and Notion over his career. This not only helped him beat the ATS but also impressed human reviewers later in the process.
The Turnaround: From Zero Responses to Multiple Interviews
After using Upplai and refining the generated resumes, Cliff’s experience took a dramatic turn. He started receiving interview requests. The difference between his old, generic resume and the ATS-optimized versions created with Upplai was stark. Upplai helped him present the best version of himself to each prospective employer. He went from feeling stuck in the negative steps of his job search to progressing steadily. In one stretch, he had 9-10 interviews in a 2-week span.
Landing the Dream Job
Ultimately, Cliff landed a job he was thrilled about. He credits Upplai as the crucial factor in his success. For him, the most valuable feature was its ease of use – simply pasting a URL and getting a tailored resume in a matter of seconds. He now describes Upplai as a “lifesaver” and a tool that “100% helps you get to the next steps” in your job hunt, especially in this challenging job market.
His advice to fellow job seekers? Be persistent, and take advantage of an AI resume optimizer like Upplai.
Ready to Transform Your Job Search?
Like Cliff, are you tired of sending out countless applications with little to no response? Are you trying to find the best ATS resume template for customer support roles? Stop guessing and start getting results.
Try Upplai’s free resume optimization today and see the difference it makes! Get a head start on understanding your ATS resume score and identify the ATS optimization techniques that will help your resume stand out for your desired roles.
