Customer Service Call Center
Resume:
Aaron Fauntleroy Jr
DUMFRIES, VA 22026
*****.**********@*****.***
Remote Support and Senior Customer Service Professional open to more opportunities!
A self-motivated customer service professional, attributed with years of experience and training, is seeking new long term employment. Able to handle a wide variety of high priority customer service issues, which vary in complexity from education to troubleshooting, customer support, and escalations. Demonstrates willingness to acquire new skills to be used in tandem with a very personable and hardworking attitude. Loves to accomplish tasks, build rapport with internal and external customers, and exceed goals. Has a respectful, courteous demeanor set to maintain successful working environments.
Work Experience
Professional Driver
Alto
April 2022 to Present
• Driving clients to their desired destinations ensuring comfort, safety and reliability.
• Maintaining the vehicle, keeping it safe and clean.
• Using navigation apps to determine the best route.
• Open doors, greet and assist clients with luggage or bags.
• Effective communication with dispatch and professional friendly demeanor with clients.
Help Desk Support Tier 1
Westat - Rockville, MD
October 2021 to March 2022
• Remote contractor with the Department of Education.
• Efficiently monitor and respond to incoming phone calls, emails and live chats to support field reps with data collection activities.
• Answer incoming calls, solving or troubleshooting problems that relate to the technical support of hardware and data transmissions.
• Troubleshoot trouble tickets related to hardware, laptops, tablets, mobile devices, peripherals, network and data transmissions, procedural questions, and document issue details into customized tracking systems.
IT Support Specialist/Staff Assistant
U.S. SENATE - Washington, DC
October 2020 to April 2021
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel. • Disassembled computer systems to troubleshoot and resolve hardware issues. • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
• Updated software versions with patches and new installations to close security loopholes and protect users.
• Configured new employee work stations, including all hardware, software, peripheral devices and remote mobile device management.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Investor Services Specialist II
ICMA-RC
February 2011 to June 2015
• Provided professional, timely and accurate responses to participant and plan sponsors' inquiries, concerning their employer retirement plan, personal retirement account and many investment options.
• Completed transaction processing, including fund trades & transfers, allocation changes, distributions and loan submissions according to the rules and regulations of FINRA, the SEC and the employer plan guidelines while staying above required metrics.
• Maintained an in-depth knowledge of products and services being offered through ongoing training and hands-on experience.
• High quality service scores on every call. Received frequent recognition awards with bonuses for great customer service and mentorship.
Technical Support Tier II Representative
Fannie Mae
October 2005 to July 2010
• Assisted mortgage professionals with technical support and troubleshooting, for Fannie Mae's Automated Underwriting System via voice and non-voice communications.
• Promoted from a contractor to a full-time employee in 2007, and received a Retention Awards in 2008.
• Received Recognition Cash Bonus Award for excellent customer service in 2009. Volunteered and Selected to pilot the internal Agent Assist Line, harnessing new leadership opportunities, and encouraging peer support.
• Development of new hires, Call Coaching, Standard Operating procedures, HR training modules/ Classes
Residential Mortgage Loan Officer
CU Members Mortgage
August 2004 to February 2005
• Educated credit union members of available loan options that meet their specific home ownership needs.
• Order and analyzed credit reports, income documents, appraisals, flood reports, etc while ensuring that applicants meet loan program guidelines.
Home Equity Loan Agent/Processor/Officer
E*TRADE
June 2003 to June 2004
• Sold the benefits of E*Trade Bank home equity products and secured customer acceptance of the offer via inbound call center, mail campaigns and other leads.
• Worked directly with underwriters to approve deals or resolve any stipulations that may arise.
• Relayed the underwriting results and handled any referrals if necessary. Update the loan origination system to clearly document all customer progress.
• Request titles, appraisals, and flood and credit reports to attach to the loan application file and for underwriting.
• Maintain ‘loan pipeline’ by assisting callers, returning voicemails, following leads and prospecting new business.
Mortgage and Equity Loan Counselor/Originator
Navy Federal Credit Union
February 2002 to June 2003
• Adhered to call center standards and metrics
• Responded to members loan and membership inquires. Determined members' financial qualifications for mortgage and equity loan products.
• Completed loan applications with members received electronically or over the phone while evaluating, personalizing and recommending financial services and options.
Education
Psychology/ Information Technology
Prince George's Community College - Largo, MD
2017 to 2017
Certification in Finance FINRA Series 6 & 63
Kaplan University - Washington, DC
2012 to 2013
Suitland High School, Forestville, MD
High school diploma -2000
Contact this candidate