Brandi Rawson
Steubenville
Summary
Dynamic customer service professional with extensive experience at Dyson, excelling in project management and training. Proven ability to deescalate challenging situations while enhancing team efficiency. Skilled in CRM and Salesforce, I consistently improve first-contact resolutions and foster a culture of continuous learning. A self-starter dedicated to delivering high-quality results.
Overview
9
9
years of professional experience
Work History
Customer Representative
Carenet
04.2025 - 08.2025
- Inbound and outbound calls for Molina Health Care doing health assessments
- Phone management
- Customer support
- Remote
Customer Technical Support
ADT
10.2024 - 01.2025
- Responded to customer technical support inquiries and complaints via phone, addressing needs in real-time and proactively anticipating future product concerns.
- Phone management
- Remote
Resolution Specialist/Supervisor
Dyson
02.2022 - 03.2024
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Assisted with overseeing day to day chat/phone operations with a focus on resolutions, which included executive escalations.
- Trained multiple agents in multiple departments.
- Phone management
- Remote
Subject Matter Expert/Team Lead
Dyson
10.2021 - 02.2022
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Remote
- Phone management
Customer Service Chat Representative
ADT
07.2016 - 10.2021
- Increased first-contact resolutions by carefully reviewing customer history before engaging in conversation via chat.
- Provided technical and sales support via chat.
- Streamlined processes for handling common inquiries, reducing overall response time and improving efficiency.
- Maintained detailed records of customer interactions for reference in future support scenarios.
- Remote
Education
High School Diploma -
Jefferson County Joint Vocational School
Bloomingdale, OH05-1999
High School Diploma -
Edison High School
Richmond, OH05-1999
Skills
- Multi-Chat Support
- Project Management
- Training
- Deescalating/Soft Skills
- Report Running
- Sales
- Tech Support
- Time Management/Remote, Self-Starter
- Microsoft Suite
- Troubleshooting
- CRM and Salesforce
- Flexibility
Timeline
Customer Representative
Carenet
04.2025 - 08.2025
Customer Technical Support
ADT
10.2024 - 01.2025
Resolution Specialist/Supervisor
Dyson
02.2022 - 03.2024
Subject Matter Expert/Team Lead
Dyson
10.2021 - 02.2022
Customer Service Chat Representative
ADT
07.2016 - 10.2021
High School Diploma -
Jefferson County Joint Vocational School
High School Diploma -
Edison High School
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