Regie Mones

About the Candidate

Professional Summary

I am a customer service and technical support professional with over 9 years of experience supporting customers across voice, email, and chat channels. Throughout my career, I have worked with US-based telecommunications, e-commerce, and consumer product companies, progressing from frontline customer support roles to a leadership position as a Team Leader.

My experience includes supporting customers for major brands such as T-Mobile, Comcast, Best Choice Products, and SkinnyFit, handling a wide range of inquiries including account management, billing concerns, order processing, subscription management, technical troubleshooting, refunds, escalations, and customer retention. I have extensive experience delivering omnichannel support and ensuring a positive customer experience while meeting productivity and quality standards.

In addition to customer support, I have leadership experience gained during my time at XtendOps, where I was promoted from Customer Care Specialist to Team Leader. In this role, I coached team members, managed escalations, monitored performance metrics, supported process improvements, and helped maintain service quality and operational efficiency.

My technical skills include proficiency with Zendesk, Gladly CRM, Sticky.io, and Google Sheets, along with experience in ticket management, customer relationship management, reporting, and workflow tracking. I also possess experience in technical support, telemarketing, team supervision, and system analysis and design.

Key Strengths

Customer Service & Customer Experience
Technical Support & Troubleshooting
Phone, Email, and Chat Support
Escalation Management
Team Leadership & Coaching
CRM & Ticketing Systems
Process Improvement
Telemarketing & Lead Generation
Problem Solving & Critical Thinking
Time Management & Multitasking
Strong Written and Verbal Communication

Career Highlights

XtendOps (2019–2025) – Customer Care Specialist → Team LeaderSupported SkinnyFit customers through calls, emails, and chat.
Led and coached customer support teams while managing escalations and performance.
PROOF (2018–2019) – Customer Care SpecialistSupported Best Choice Products customers through omnichannel support.
TeleTech (2016–2018) – Customer Care RepresentativeSupported T-Mobile customers through inbound phone support.
Transcom (2015–2016) – Customer Care RepresentativeSupported Comcast customers through inbound customer service and troubleshooting.
Callbox Iloilo (2014–2015) – Marketing AssociateConducted outbound prospecting and lead generation activities.
Overall, my background combines strong customer service expertise, technical aptitude, leadership experience, and a customer-first mindset, allowing me to contribute effectively in customer support, technical support, customer success, team leadership, and operations-focused roles.