Frank Fanelli
Katy,TX
Summary
Dynamic and detail-oriented professional with demonstrated expertise in coordinating a range of account management operations in alignment with established policies and procedures. Proficient in transmitting customer requirements and effective solutions through strategic planning to enhance productivity. Skilled in educating customers on best practices and managing customer success effort to ensure exceptional customer experiences. Excellent communication, problem solving, and interpersonal skills along with a knack to thrive in challenging working environment.
Overview
6
6
years of professional experience
Work History
National Sales Sleep Expert - Retention
Mattress Firm
11.2021 - 04.2025
- Answering inbound and making outbound chats and calls
- Assigned inbound customer service cases.
- Assisting customers by making recommendations or adjustments to existing orders.
- Using low-pressure consultative sales strategies to address customer needs.
- Utilizing Salesforce CRM (case management software) to track guest interactions.
- Assist in improving the omnichannel customer experience by continuously providing feedback.
Omni TSR Agent
Duluth Trading Company
10.2020 - 08.2021
- Provide creative solutions for customers who encountered problems with their order.
- Expert knowledge base on Duluth Trading website with ability to assist customers with shopping, product inquiries, FAQ pages, and various other web capabilities.
- Deliver world-class service by answering incoming calls in a timely manner, exceeding the customer's expectations.
- Develop a strong knowledge of the Duluth Trading product line, promotions, shipping guidelines, and return procedures.
- Enter customer comments and feedback, provide customer account maintenance, and track customer's packages.
Tailgate Ambassador
Houston Texans
08.2019 - 01.2025
- Arrived at stadium two hours early to prepare for game day duties.
- Created a raving atmosphere with fans on gameday on behalf of the Houston Texans organization through consistent application of exceptional customer service.
- Houston Texans and Lone Star Sports Entertainment representative providing support for fans
Ticket Sales Representative
Houston Dynamo
07.2019 - 07.2023
- Arrived at stadium on gamedays two hours early for box office set up.
- Assisted with game-day sales and customer relations including the operation of will call/guest list window.
- Performed accurate cash handling and follow proper departmental procedures regarding ticket and pass issuance
Assistant Facilities and Game Day Operator
Queens University of Charlotte Athletic Department
01.2019 - 05.2019
- Acquired game day operational experience for basketball, volleyball, wrestling, softball, and lacrosse.
- Supervised and contributed to the set-up and break-down of all home games for any Queens University Sporting events.
- Responsible for pre-game instructions and direction to the game day staff.
- Managed all in-game promotions and assigned responsibilities to teammates.
Education
Bachelor of Science - Sports Management
Queens University of Charlotte
Charlotte, NC05.2019
Skills
- Anything Microsoft (Word, Excel, PowerPoint, etc)
- Leadership
- Customer Service
- Social Media
- CRM Software
- Team & Hard Worker
- Loyalty
- Dedication
- Problem-solving
- Attention to detail
- Multitasking
- Problem resolution
Awards
Awarded interim manager tag for two months (Dec 2023 - Jan 2024), Performed in the Top 50 of Sales Representatives (Black Friday 2023), Highest Avg. Topline Per Hour Worked (Thanksgiving 2023), Highest Conversion Rate (Thanksgiving 2023), Performed in the Top 50 of Sales Representatives (Black Friday 2022)
Timeline
National Sales Sleep Expert - Retention
Mattress Firm
11.2021 - 04.2025
Omni TSR Agent
Duluth Trading Company
10.2020 - 08.2021
Tailgate Ambassador
Houston Texans
08.2019 - 01.2025
Ticket Sales Representative
Houston Dynamo
07.2019 - 07.2023
Assistant Facilities and Game Day Operator
Queens University of Charlotte Athletic Department
01.2019 - 05.2019
Bachelor of Science - Sports Management
Queens University of Charlotte
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