Customer Service Representative

Aaron Fauntleroy Jr

Washington, DC 202-***-**** *****.**********@*****.***

LinkedIn.com/aaronfauntleroyjr

Professional Summary

Versatile and performance-driven professional with over 16 years of experience across customer service, operations, and technical support environments. Proven ability to lead teams, optimize processes, and deliver results through strategic planning and hands-on leadership. Adept at developing high-performing teams, managing vendor relationships, and executing operational initiatives. Seeking a new position where I can apply my leadership experience and cross-functional knowledge to drive organizational success.

Core Competencies

Team Leadership Operations Management Process Improvement Vendor Relations Training & Development

Customer Experience Inventory Management Technical Support CRM Tools (Zendesk, Salesforce) Data Analysis

Professional Experience

Hyatt Regency – Crystal City, VA

Purchasing Coordinator Lead May 2024 – Present

• Lead procurement operations for food and beverage departments, aligning sourcing strategies with organizational standards.

• Manage vendor relationships and assess supplier performance to maintain quality and compliance.

• Conduct inventory audits and implement best practices to streamline storeroom operations.

• Mentor junior staff and coordinate cross-departmental communication for procurement alignment.

Harris Teeter – Alexandria, VA

Operations & Logistics Driver (Fulfillment Center) Sep 2023 – Jul 2024

• Played a key role in launching a new fulfillment center, developing operational workflows.

• Trained and supervised new drivers, promoting adherence to safety and delivery standards.

• Provided leadership in logistics coordination, ensuring timely delivery and issue resolution.

Alto – Alexandria, VA

Lead Driver Apr 2022 – Feb 2024

• Delivered high-quality transportation services while modeling safety and customer care.

• Trained new team members in route efficiency and client communication.

• Collaborated with dispatchers and led initiatives to improve ride efficiency and customer satisfaction.

Westat – Rockville, MD

Help Desk Team Member Oct 2021 – Mar 2022

• Delivered Tier 1 technical support through phone, email, and live chat.

• Led documentation efforts for internal knowledge bases, enhancing efficiency and onboarding.

• Mentored junior team members on troubleshooting and customer service standards.

U.S. Senate – Washington, DC

IT Support Specialist / Staff Assistant Oct 2020 – Apr 2021

• Provided first-line IT support to Senate staff, resolving hardware/software issues.

• Managed system setups and collaborated with IT on enterprise software deployment.

• Trained staff on secure technology usage and troubleshooting procedures.

ICMA-RC – Washington, DC

Licensed Registered Representative Feb 2011 – Jun 2015

• Led customer service delivery for retirement accounts; processed complex transactions with zero error.

• Recognized with service awards for exceptional support and mentorship.

• Guided new hires through onboarding and compliance training related to FINRA/SEC protocols.

Fannie Mae – Reston, VA

Technical Support Representative II Oct 2005 – Jul 2010

• Resolved user issues related to automated underwriting systems.

• Developed training content and participated in a leadership pilot project (Agent Assist Line).

• Promoted team collaboration and internal resource building.

Various Firms – Reston, VA

Loan Officer Feb 2002 – Feb 2005

• Managed high-volume loan pipelines and developed strategies to improve client acquisition.

• Partnered with underwriters to close deals and resolve escalated documentation issues.

Education & Certifications

Kaplan University – Certification, Licensed Representative

Prince George's Community College – Psychology (General Studies)

Suitland High School – High School Diploma

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