Frank Ornelas
Sales
Greater Indianapolis,Indiana
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service II
Carrington Mortgage Services, LLC
6 2023 - Current
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Delivered personalized recommendations based on individual customer needs, driving sales growth.
- Utilized CRM software to track customer interactions, ensuring consistent follow-up and issue resolution.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
Senior Account Services Representative
Stryker
02.2023 - 05.2023
- Gathered valuable feedback from clients through regular check-ins, using insights to drive continuous improvements in service delivery quality.
- Ensured timely billing cycles by closely monitoring invoice processing status for accuracy.
- Balanced up to 9 accounts simultaneously, maintaining regular contact and professional relationships with each
- Ensured timely billing cycles by closely monitoring invoice processing status for accuracy
Administrator
Carrington Mortgage Services, Mortgage Lending Division
09.2021 - 01.2023
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Entered and maintained departmental records in company database.
- Established and organized filing system that streamlined document retrieval and reduced misplaced files.
Solar Consultant
Blue Raven Solar
01.2020 - 02.2022
- Collaborated with installers and engineers throughout projects, ensuring alignment of expectations between all parties involved.
- Increased solar installation sales by providing tailored consultations and educating clients on available products.
- Led sales contest in Indiana
- Redesigned and implemented cross-department communication system to more efficiently and effectively share knowledge and resources, increasing team productivity and accuracy by 25%.
Sr Solutions Consultant
Angie's List
07.2019 - 01.2020
- Worked flexible, fast-paced environment while maintaining rolling $80,000 in sales quota
- Communicated with potential prospective clients daily and managed personal pipeline with Salesforce
- Performed proof of concept demonstrations, instructing potential customers on benefits of advertising.
- Recommended specific marketing products to customers based on unique technical requirements of each.
Mortgage Loan Officer
Quontic Bank
02.2018 - 05.2019
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Analyzed potential loan markets to develop options, driving sales by 17%
- Streamlined the loan application process for improved customer satisfaction and a higher volume of closed loans.
Business Analyst
AMAM -The All Makes All Models Construction, Parts and Service Tool
06.2015 - 02.2017
- Performed gap analysis to identify areas of improvement.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- One of the leads for traveling team for conventions to promote and draw in business for program.
Business Sales Representative
State Farm Agent (Lindsey Cuneo)
11.2013 - 02.2015
- Improved sales efficiency by collaborating with colleagues in sharing best practices and learning from each other''s experiences.
- Exceeded monthly sales quotas consistently through effective pipeline management and focused closing strategies.
- Utilized CRM tools effectively for tracking leads, managing contacts, and maintaining up-to-date records of all communications.
- Built relationships with customers and community to promote long term business growth.
Business Sales Representative/Assistant Manager/Customer Service/Sales Representative
Verizon Wireless
11.2006 - 04.2013
- Consistently excelled to meet sales goals and maximize commission pay schedules
- Guaranteed a positive customer experience with a focus on developing relationships
- Maintain continuing education of all Verizon Wireless products, services, promotions and advertising
- Displayed success in 3 different positions: Sales Representative, Assistant Manager, and Business Representative while also qualifying for the highest sales honor at the annual 'Winner's Circle'
- Maximized efficiency of computer programs such as Sales Force and Kronos
- Took part in the weekly 5Star/SFA Blitz to increase the districts internet mix
- Assist customers with service activation, billing, needs analysis and troubleshooting issues.
Owner
Infinite Promotions
03.2005 - 09.2011
- Owned and operated club promoting business to generate sales and appeal to diverse groups to club-goers to local establishments for a percentage of the profit
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Met bar sales and received a percentage of final cut
- Promoted ( The Highlands, Cabana Club, Vice, Supper Club, Ecco, Area, The Ivar, Playhouse, Conga Room, Elevate Lounge, Lyfe, Element, Club LAX, Lotus, Cinespace, Green Door, Rise, My House, Opera and Crimson, Colony.)
Education
UX/UI design -
Kenzie Academy
Remote 06.2020 - 06.2021
Some College (No Degree) -
Santa Monica College
Santa Monica, CA 01.2002 - 12.2004
Skills
Complaint Handling
Sales expertise
Analytical Skills
Empathy Display
Call center experience
Patience Maintenance
Multitasking
Reliability
Account Management
Certification
Certified User Experience Specialist (CUSX), Kenzie Academy, 01/01/21, Present
Recommendations
Jordan Troutman, Frank is a great asset to the AMAM team and I would highly recommend you send him a message or give him a call to try and answer any questions you may have in regards to how the AMAM program can serve you as an industry partner.
Volunteer Experience
- State Farm Agent, Health, 05/01/15, 05/01/15
- Delta Theta Tau Sorority, Children, 02/01/15, 06/01/17
- Environment, 04/01/01, 04/01/01
Timeline
Senior Account Services Representative
Stryker
02.2023 - 05.2023
Administrator
Carrington Mortgage Services, Mortgage Lending Division
09.2021 - 01.2023
UX/UI design -
Kenzie Academy
06.2020 - 06.2021
Solar Consultant
Blue Raven Solar
01.2020 - 02.2022
Sr Solutions Consultant
Angie's List
07.2019 - 01.2020
Mortgage Loan Officer
Quontic Bank
02.2018 - 05.2019
Business Analyst
AMAM -The All Makes All Models Construction, Parts and Service Tool
06.2015 - 02.2017
Business Sales Representative
State Farm Agent (Lindsey Cuneo)
11.2013 - 02.2015
Business Sales Representative/Assistant Manager/Customer Service/Sales Representative
Verizon Wireless
11.2006 - 04.2013
Owner
Infinite Promotions
03.2005 - 09.2011
Some College (No Degree) -
Santa Monica College
01.2002 - 12.2004
Customer Service II
Carrington Mortgage Services, LLC
6 2023 - Current