Rhonda Carson
Customer Service/Tech Support
Atlanta,GA
Summary
Dynamic Customer Support Specialist with a proven track record at TTEC / USAA Bank, excelling in transaction processing and fraud prevention. Adept at resolving complex issues while delivering exceptional service. Strong analytical problem-solving skills combined with effective communication fostered customer satisfaction and loyalty. Committed to enhancing online banking support and account security.
Overview
14
14
years of professional experience
Work History
Customer Support Specialist
TTEC / USAA Bank
05.2025 - Current
- Resolved member issues related to debit card transactions.
- Set up accounts, transferred funds, and handled account disputes.
- Assisted with card activation and account closures.
- Performed account authentication and credential setup.
- Supported members with login issues and online access.
Technical Support Technician
Xfinity / Comcast
Atlanta, GA
11.2015 - 12.2023
- Activated accounts for new residential and business customers.
- Identified and resolved issues with cable boxes, modems, and related equipment.
- Guided customers and technicians through troubleshooting steps for rapid resolution.
- Installed, modified, and repaired hardware/software for technical concerns.
- Documented all support interactions and resolutions for knowledge-base improvement.
- Conducted in-depth research to assist with specialized product or service issues.
- Managed incoming calls regarding package campaigns, cable equipment, and internet products.
Behavior Technician
CARP
West Palm Beach, Florida
07.2012 - 11.2014
- Recorded detailed client observations to enhance behavioral analysis.
- Trained new staff on behavior management techniques and protocols.
- Developed individualized treatment strategies to meet specific client needs.
- Maintained safe, supportive environments during all client sessions.
- Instructed clients in social skills training, emphasizing positive reinforcement.
- Observed clients in various activities to identify areas for improvement.
- Supported clients in developing self-help skills such as dressing and eating independently.
- Administered drug tests monthly or as required by specific circumstances.
Education
Some College - Human Development and Family Studies
Grand Canyon University
Phoenix, AZ01.1979
Skills
- Banking operations and support
- Transaction processing and verification
- Fraud prevention and resolution
- Account security protocols
- Online and mobile banking support
- Network troubleshooting
- Technical support and help desk
- System performance assessment
- Networking equipment management
- Cisco installations
- Customer account management
- Call management strategies
- Chat and phone support
- Technical inquiry responses
- Device configuration and repair
- Analytical problem solving
- Team collaboration
- Effective communication
- Complaint handling
- Quality assurance
- Conflict resolution
- Case documentation
- Crisis intervention
- Behavior modification techniques
- Life skills training
Timeline
Customer Support Specialist
TTEC / USAA Bank
05.2025 - Current
Technical Support Technician
Xfinity / Comcast
11.2015 - 12.2023
Behavior Technician
CARP
07.2012 - 11.2014
Some College - Human Development and Family Studies
Grand Canyon University