Drew Ercolano
Spring Hill,FL
Summary
Operations and customer-facing professional with experience in retail operations leadership, telecommunications, and high-volume customer environments. Proven ability to build customer relationships, resolve issues, and support team performance through consultative communication, onboarding, and informal coaching in KPI-driven roles. Seeking a Customer Success or Account Management role focused on client relationships, service delivery, and long-term customer satisfaction
Overview
12
12
years of professional experience
Work History
Territory Manager
2020 Companies - American Express Program
Spring Hill, FL
12.2025 - Current
- Managed a high-volume merchant territory, conducting structured business engagements and client education on behalf of American Express.
- Built relationships with small business owners using consultative, needs-based communication.
- Ranked multiple times in the top 10 for quality and compliance performance.
- Supported onboarding and mentorship of new field representatives.
- Maintained accurate activity tracking and reporting in Salesforce and Microsoft Teams.
Residential Connectivity Specialist
Charter Spectrum
New Port Richey, FL
07.2025 - 12.2025
- Managed a high-volume territory of approximately 500 leads, maintaining structured outreach and follow-up activities.
- Used consultative communication to identify customer needs and recommend service solutions.
- Maintained organized pipeline tracking and performance reporting to support consistent results.
- Supported peer development through coaching, product knowledge sharing, and field strategy guidance.
Sales Specialist
Charter Spectrum
Brooksville, FL
08.2022 - 07.2025
- Consistently ranked among top performers in customer engagement and service performance.
- Managed daily customer interactions involving sales support, billing inquiries, and service resolution.
- Used consultative communication to identify customer needs, improve retention, and recommend bundled solutions.
- Assisted with onboarding and peer support for new team members through real-time guidance and training.
Mobile Expert
T-Mobile
Odessa, FL
06.2020 - 08.2022
- Consistently met or exceeded performance goals through consultative communication, product knowledge, and customer-focused solutions.
- Resolved escalated customer concerns while maintaining strong satisfaction and retention outcomes.
- Supported team performance through peer assistance, collaboration, and best practice sharing.
- Maintained efficient operational execution through transaction management, account updates, and daily store processes.
General Manager
Sweet Frog
Spring Hill, FL
05.2017 - 06.2020
- Managed daily operations across two store locations, ensuring consistent service, staffing, and performance standards.
- Led hiring, onboarding, scheduling, and performance management for a team of up to 10 employees.
- Oversaw inventory management, vendor coordination, cash handling, and operational reporting.
- Supported customer engagement through local marketing initiatives, social media outreach, and community relationship building.
- Improved customer retention and overall experience through relationship-focused leadership and team development.
Assistant Store Manager
Hardee's
Weeki Wachee, FL
03.2014 - 05.2017
- Promoted from line cook to assistant manager based on operational performance, leadership, and reliability.
- Supported daily operations and supervised teams of 5–8 employees per shift.
- Trained and onboarded new hires while reinforcing operational procedures and service standards.
- Managed cash handling, shift coordination, and day-to-day customer service execution.
- Assisted with recruiting efforts, including job postings and candidate screening support.
Education
High School Diploma -
Weeki Wachee High School
Weeki Wachee, FL06.2014
Skills
- Customer Relationship Management
- Consultative Communication
- Issue Resolution & Escalation Handling
- Client Engagement & Retention
- CRM Systems (Salesforce)
- Cross-Functional Team Collaboration
Accomplishments
- Recognized by SweetFrog CEO for effective social media marketing execution, with content used as an example of best practices.
- Selected for T-Mobile “Winner’s Circle” incentive trip (all-expenses-paid to Puerto Rico) for exceeding sales performance metrics and KPI targets.
Timeline
Territory Manager
2020 Companies - American Express Program
12.2025 - Current
Residential Connectivity Specialist
Charter Spectrum
07.2025 - 12.2025
Sales Specialist
Charter Spectrum
08.2022 - 07.2025
Mobile Expert
T-Mobile
06.2020 - 08.2022
General Manager
Sweet Frog
05.2017 - 06.2020
Assistant Store Manager
Hardee's
03.2014 - 05.2017
High School Diploma -
Weeki Wachee High School