Brandon Lawson
San Antonio,TX
Summary
Highly motivated professional with extensive experience in education and customer service management. Adept at delivering exceptional service, managing teams, and resolving complex customer concerns with advanced de-escalation techniques. Strong interpersonal skills and a passion for helping others, with a proven track record of improving customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Conduent Call Center
Dallas, TX
01.2023 - 02.2024
- Customer-Centric Leadership: Led a customer service team focused on delivering exceptional support, ensuring that every interaction met the highest standards of care and professionalism.
- Expert in De-escalation: Utilized advanced de-escalation techniques to effectively calm and resolve even the most challenging customer situations, enhancing overall customer satisfaction.
- Specialized Support for Government Benefits: Provided specialized, compassionate assistance to customers receiving critical government benefits such as EBT, SSI, SSA, and child support, ensuring their needs were met with care.
- Team Empowerment: Trained and mentored customer service representatives, empowering them with the skills and knowledge to provide outstanding service and handle complex inquiries.
- Service Improvement Initiatives: Implemented strategic improvements to service processes, resulting in streamlined operations and higher customer satisfaction rates.
ELR 3rd Grade Teacher
Trininity Basin Pep Acadamy
San Antonio, TX
08.2022 - 06.2023
- Delivered engaging and comprehensive ELR (English Language Reading) instruction to 3rd-grade students.
- Developed and implemented lesson plans aligned with state standards, promoting literacy skills.
- Assessed student performance and provided targeted support to enhance learning outcomes.
- Collaborated with colleagues to ensure a cohesive and supportive learning environment.
Special Education Aide
Clay Classical Academy
Dallas, TX
07.2020 - 07.2021
- Assisted in the implementation of individualized education plans (IEPs) for students with special needs.
- Provided one-on-one and small group support to help students achieve academic and behavioral goals.
- Collaborated with teachers and specialists to adapt instructional materials and strategies for diverse learning needs.
- Monitored student progress and communicated regularly with staff and parents to ensure consistent support.
Equity Pipeline Participant (Paid Internship)
Youth Empowerment Servives
San Antonio, TX
02.2020 - 07.2020
- Participated in rigorous training on poverty, abuse, and trauma, gaining deep insights into the challenges faced by at-risk youth.
- Developed skills in multicultural pedagogy, classroom/behavior management, and lesson planning to support diverse student populations.
Substitute Teacher | North Side ISD
NISD
San Antonio, TX
08.2018 - 06.2020
- Employed various teaching strategies to promote student success across different grade levels and subjects.
- Maintained a positive classroom culture and environment, ensuring continuity in student learning during teacher absences
Assistant Program Coordinator
21st Century/IDEA Public Schools
San Antonio, TX
11.2016 - 08.2018
- Assisted in managing after-school programs, ensuring activities were well-organized and engaging for students.
- Supervised staff members and provided tutoring support, contributing to the academic success of participants.
- Maintained accurate attendance records and managed purchase requisitions to support program operations.
Education
Bachelor of Arts - Bachelor of Arts in Education, Honor Graduate
The University of Texas At San Antonio
San Antonio12-2015
Skills
- Customer Service Excellence
- De-escalation Techniques
- Team Leadership and Mentorship
- Government Benefits Knowledge (EBT, SSI, SSA, Child Support)
- Special Education Support
- Classroom Instruction and Management
- Lesson Planning and Curriculum Development
- Multicultural Pedagogy
- Effective Communication
Timeline
Customer Service Manager
Conduent Call Center
01.2023 - 02.2024
ELR 3rd Grade Teacher
Trininity Basin Pep Acadamy
08.2022 - 06.2023
Special Education Aide
Clay Classical Academy
07.2020 - 07.2021
Equity Pipeline Participant (Paid Internship)
Youth Empowerment Servives
02.2020 - 07.2020
Substitute Teacher | North Side ISD
NISD
08.2018 - 06.2020
Assistant Program Coordinator
21st Century/IDEA Public Schools
11.2016 - 08.2018
Bachelor of Arts - Bachelor of Arts in Education, Honor Graduate
The University of Texas At San Antonio
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