Beanca Rhones
GA
Summary
Customer Support Specialist with 8 years in high-volume call centers. Experienced in providing empathetic and solution-focused service across phone, chat, and digital channels. Skilled in compliance, confidentiality, and accuracy when assisting customers with sensitive information. Known for training new hires, handling escalations with professionalism, and consistently meeting performance goals. Ready to bring strong communication and organizational skills into a healthcare customer care role where accuracy and compassion are essential.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist / Training Coach
T-Mobile
01.2017 - Current
- Provided frontline support to customers across phone, chat, and digital platforms.
- Resolved technical and account-related issues with accuracy and care, often while navigating multiple systems.
- Ranked in the top 20% nationwide for quality, compliance, and productivity, including First Contact Resolution and Customer Retention Targets.
- De-escalated challenging calls with empathy and patience. Known for creating positive outcomes in stressful situations.
- Improved customer satisfaction and reduced repeat contacts by ~15%.
- Trained and mentored new hires as a Team Coach, focusing on compliance practices and call-handling techniques.
- Equipped staff with deeper product knowledge, giving them confidence during live calls.
- Supported process improvements by testing updates and sharing product feedback with leadership.
- Entered and verified customer data while moving between systems. Accuracy and confidentiality were always a priority.
- Ranked among the top 20% nationwide for customer service performance.
- Reduced repeat contacts by 15% through clear instructions and proactive guidance.
- Onboarded and developed new hires by serving as a trusted coach and mentor.
Education
High School Diploma -
Skills
- Customer Support (Phone, Chat, Email)
- Call De-escalation and Empathetic Communication
- CRM and Multi-System Navigation
- Compliance and Confidentiality Standards
- Accuracy in Data Entry and Documentation
- Multitasking Across Multiple Screens
- Remote Troubleshooting and Technical Support
- Training and Mentoring New Hires
- Time Management and Attendance Reliability
- Quality and Productivity Metrics Achievement
Accomplishments
- Ranked among the top 20% nationwide for customer service performance.
- Reduced repeat contacts by 15% through clear instructions and proactive guidance.
- Onboarded and developed new hires by serving as a trusted coach and mentor.
Timeline
Customer Support Specialist / Training Coach
T-Mobile
01.2017 - Current