Beanca Rhones
Augusta,GA
Summary
Solution-driven support professional with 8 years of experience helping customers solve complex technical and account issues across telecom and SaaS platforms. Known for managing 60+ daily cases, resolving 85-90% independently, and maintaining 78% FCR and 89% NPS by building trust and guiding customers through smooth, clear solutions. Experienced with Zendesk, Salesforce, and Freshdesk, and skilled at creating training and process updates that reduce repeat contacts and grow top-performing teams.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Account Expert
T-Mobile US Inc.
Augusta, USA
09.2017 - Current
- Handle 60-70 daily cases across chat, email, phone, and live screen-share - consistently meeting SLA targets and keeping queues under control.
- Troubleshoot device, app, and network issues - reproducing crashes, gathering logs/screenshots, and creating detailed engineering tickets that helped fix 50+ recurring bugs annually and cut repeat contacts by 15%.
- Led multiple new-hire training cohorts over six months, building decks, policy updates, and interactive quizzes that reduced first-month escalations by 15%, boosted FCR scores, and produced graduates who became top performers.
- Built training decks and recognition slides for 10+ cohorts each year, aligning the team on monthly metrics, driving engagement, and celebrating wins.
- Created FAQs, workflows, and quick guides that saved the team 10+ hours a week on escalations and improved first-contact resolution.
- Tested tools and workflows, gathered customer feedback, and reported bugs and UI issues to engineering - leading to fixes and product updates (e.g., T-Mobile Tuesday tab, smoother subscription flow) that reduced navigation-related tickets by 10-12%.
- Flagged repeat caller trends and escalated recurring pain points, helping leadership address root causes and improve the overall customer experience.
- Work across Slack, Zoom, and 4-5 live systems daily while keeping 90%+ QA scores and high customer satisfaction.
- Recognized in the Top 20 Nationwide for quality, compliance, and productivity - proving the ability to stay accurate and efficient in a high-volume support environment.
- Reduced repeat contacts by 15% by building better guides and workflows, helping customers solve problems faster and lightening the team's queue.
- Maintained an 89% NPS by listening carefully, explaining solutions clearly, and turning tough issues into moments of trust.
- Designed and launched new-hire training decks and policy updates that got new team members ramped up faster and improved first-contact resolution across the floor.
Education
High School Diploma 2009 -
Midland Valley High School
Graniteville, SC 08.2005 - 05.2009
Skills
- Supporting Customers & Advocating for Their Needs
- Troubleshooting & Solving Complex Technical Issues
- Tracking and Improving Key Metrics (FCR, NPS, QA)
- Improving Support Processes & Queue Flow
- Creating Guides & Knowledge Base Content
- Designing Interactive Learning & New-Hire Training Projects
- Improving Tools by Testing & Reporting Customer Pain Points
- Coaching & Mentorship for Team Development
- Working in SaaS Tools: Zendesk, Salesforce, Freshdesk
- Communicating & Collaborating Across Slack, Zoom, Genesys
Accomplishments
- Recognized in the Top 20 Nationwide for quality, compliance, and productivity - proving the ability to stay accurate and efficient in a high-volume support environment.
- Reduced repeat contacts by 15% by building better guides and workflows, helping customers solve problems faster and lightening the team's queue.
- Maintained an 89% NPS by listening carefully, explaining solutions clearly, and turning tough issues into moments of trust.
- Designed and launched new-hire training decks and policy updates that got new team members ramped up faster and improved first-contact resolution across the floor.
Timeline
Account Expert
T-Mobile US Inc.
09.2017 - Current
High School Diploma 2009 -
Midland Valley High School
08.2005 - 05.2009