Ethan Frounfelker resume 12.8.2018

1. ETHAN FROUNFELKER
4049 Lake Drive • West Bend, WI 53095 • Home: 262.644.0630 • Mobile: 262.419.8784
efroun@gmail.com • www.crmselectionconsultant.com
Technical Support Supervisor and CRM Consultant Engineer
Documented success in customer support, process improvement and employee development.
Big-picture vision, leadership, and tenacity to implement new company processes, software tools, and methods for
KPI measurements. Creates new products and deliver customer solutions. Proven expertise in technical support,
employee development, operations analysis, sales process and product design. Highly motivated to outperform the
competition; consistently sets and achieves personal goals above manager expectations. Dynamic and diversified
engineer skilled at producing results that exceed customer and company requirements.
CORE COMPETENCIES
Staff Training, Mentoring, & Development  Operations Analysis & Improvement  CRM Software Implementation
Product Conceptualization and Design  Support Documentation Creation  Customer Technical Support
KPI Identification, Measurement, & Reporting  Business-to-Business Sales
EXPERIENCE & ACHIEVEMENTS
ROCKWELL AUTOMATION, MEQUON, WI ● 4 YEARS – PRESENT
Technical Support Supervisor
Manage team of 40 technical support engineers. Develop engineers to grow their skills to improve team efficiency.
Connect customers and field employees to correct engineer(s) for technical help. Build infrastructural solutions to
increase process effectiveness.
 Improved upon processes and procedures to streamline and/or align them with business objectives and priorities.
 Identified new KPIs, create measurements, and set goals to strengthen team performance.
 Implemented CRM tool to record and measure team member activities.
 Received “Highest Achievement” recognition in employee performance for 2016.
Technical Support Engineer
Process multiple customer calls/emails daily. Answer questions and resolve customer issues relating to standard
AC variable frequency drives. Enter customer data, details and results into ticket record in SAP. Edit, update and
author technical documents that reside in company knowledgebase. Interface with many types of customers and
individuals globally using AC drives in every industry.

2.  Provided innovation for tech support training process.
 Received “Highest Achievement” recognition in employee performance for 2015.
 Key contributor of content for customer facing knowledgebase articles.
CRM SELECT, WEST BEND, WI ● 5 YEARS - PRESENT
CRM Consultant Engineer & Owner
Provide CRM consulting, implementation, and administration services. Design and implement CRM solution based
upon assessment of business model, processes, and needs. Migrate data from existing solution to CRM. Configure
and connect cloud software tools. Formulate and build automated workflows for data and process management.
Produce KPI reports to share measurements. Serving over 150 small businesses with over 50 active contracts.
 Increased scope and depth of cloud software tool competency.
 Maintained outstanding figure of a virtual 100% “job success” (client satisfaction).
 Transform clients’ businesses by making their operations organized and repeatable.
Ethan Frounfelker (experience continued…) Page Two
DYNAMIC RATINGS, INC., SUSSEX, WI ● 2 YEARS
Product Support & Process Engineer
Managed and provided support for power line carrier communication devices. Conceptualized, designed, and
manufactured new product. Mentored staff of 4 engineers, 4 production floor personnel, 1 sales person, and 1 field
service person.
 Created remote interface unit (IU), GIC sensor, and temperature sensor compensation algorithm to meet specific
customer needs as well as new market demands.
 Generated supporting documentation including manufacturing procedures, user manuals, product descriptions
and user instructions.
 Tested, developed, and performed troubleshooting for existing products.
 Created detailed assembly and inspection system resulting in TUV factory certification.
 Selected and implemented a CRM software solution for company-wide use.
 Reviewed customer specifications and create quotes for complex or unique systems.
 Interfaced daily with all company departments including sales, marketing, production, and product development.
 Designed and built tradeshow display hardware; authored marketing and sales tools used globally.
MERCER MIDWEST, LLC, WAUWATOSA, WI ● 7 YEARS
Business Development Manager
Managed outside sales force. Determined effective strategic marketing and sales strategy. Integrated company

3. procedures to clarify and prioritize goals. Key vendor contact, cultivating profitable relationships and overseeing
sales processes. Managed an account/vendor base of $10M/year and 4 direct reports including 2 outside
salespeople and 2 inside salespeople.
 Developed CRM software tools, processes, and procedures to track field activities, increase efficiency, improve
forecasting, provide quick quotes, and share data with outside partners.
 Won a $2M/year sales contract, the largest sale in company history, and the culmination of a 3 year project.
 Recognized as “Sales Representative of the Year” in 2004 by Standard Electric Supply Company
 Supported disparate functional groups daily, both inside and outside the company, including salespeople at all
levels, customer engineers across a broad range of industries, vendor marketing and product managers, and
customer and distributor purchasing staff.
 Designed company branding including a company logo, website, and line card.
GO ELECTRONICS, INC., GREENDALE, WI ● 1 YEAR
Branch Manager
Developed and implemented strategic sales plans and established sales goals in relation to compensation.
Increased sales force efficiency by instituting activity procedures. Annual branch sales of $5M/year. Managed 11
direct reports comprised of 1 technical support/sales engineer, 3 outside salespeople, 4 inside salespeople, 2
warehouse workers, and 1 accountant.
 Accountabilities included purchasing, inventory control, order fulfillment, and personnel management.
EDUCATION
Bachelor of Science in Electrical Engineering
University of Wisconsin, Milwaukee, WI