Regan Frese

Customer experience and operations professional with 7+ years of experience supporting customers, solving complex problems, and building lasting relationships across fast-paced service environments. Experienced supporting nonprofit organizations and cause-based customers through Custom Ink's fundraising platform, providing product education, troubleshooting, and personalized guidance. Skilled at identifying customer needs, coordinating cross-functionally, and translating feedback into improvements, with hands-on experience using Salesforce, Yardi Kube, Slack, and HTML/CSS.

Sales & Operations Manager at Pipeline Workspaces (2024-08 – Present)

• Owns the full client lifecycle for 150+ members across 74 companies, providing high-touch support from onboarding through account management, renewals, and retention.
• Increased office occupancy from 55% to 85% within 12 months through consultative selling, proactive account management, customer retention, and service improvements.
• Maintained 100% member retention during a six-month facility renovation through proactive communication, change management, and rapid resolution of member concerns.
• Serves as the primary point of contact for account, billing, workspace, and service needs, troubleshooting complex issues and coordinating solutions across internal teams and vendors.
• Analyzes membership, occupancy, revenue, and customer feedback to identify trends and recommend improvements to the member experience and business operations.
• Leads member onboarding and education while managing high-volume communication across email, phone, CRM, and in-person channels.

Local Account Manager at Custom Ink (2022-01 – 2024-03)

• Managed a $300K annual book of business, guiding customers from initial consultation and product education through project execution, troubleshooting, and delivery.
• Contributed to $850K+ in annual showroom revenue while finishing 25% above sales target through consultative relationship management and customer retention.
• Supported nonprofits, community organizations, and cause-based groups using Custom Ink's fundraising platform, helping customers navigate campaigns, products, and order-related questions.
• Resolved complex product, artwork, order, and account issues through cross-functional collaboration, balancing customer expectations with operational and delivery requirements.
• Managed multiple concurrent customer projects in Salesforce, coordinating timelines, requirements, and solutions across sales, design, production, and customer care teams.
• Received the 2022 Custom Ink Showrooms Inky Spirit Award for leadership, team engagement, and organizational impact.

Showroom Representative at Custom Ink (2020-11 – 2022-01)

• Managed customer accounts and sales opportunities through consultative outreach and relationship-driven service.
• Guided clients through custom merchandise projects from initial concept through order placement and delivery coordination.
• Supported customers across phone, email, video, and in-person channels while building repeat business and long-term relationships.
• Collaborated with internal departments to resolve order issues, coordinate timelines, and deliver high-quality customer experiences.

Lead Guide at Bonobos (2019-04 – 2020-11)

• Managed customer relationships and personalized outreach through CRM tracking, appointment-based selling, and high-touch service.
• Conducted consultative styling and fitting experiences while driving sales and long-term customer loyalty.
• Trained and supported sales associates on customer experience standards, operational processes, and showroom procedures.
• Provided customer support across multiple communication channels, including live chat.

Visual Merchandising Lead at Target (2018-10 – 2019-04)

• Led visual merchandising execution across apparel, accessories, and home departments, ensuring consistent store presentation and brand standards.
• Trained team members on merchandising execution, space organization, and customer-facing presentation standards.
• Supported large-scale product rollouts and store resets, coordinating execution across multiple departments.

Store Manager at GameStop (2018-05 – 2018-10)

• Managed full store operations including staffing, scheduling, payroll, inventory control, and loss prevention.
• Led team of 6–8 associates and keyholders while driving sales performance and KPI achievement.
• Improved store performance from the second-lowest to the second-highest ranked location among 12 district stores within four months through operational improvements and targeted sales coaching.
• Oversaw daily customer experience, merchandising, and store presentation standards.

Assistant Store Manager at Forever 21 (2016-09 – 2018-05)

• Managed team of 20–30 associates, leads, and visual merchandising staff in a high-volume retail environment.
• Oversaw scheduling, payroll, training, hiring, and onboarding processes.
• Utilized sales reporting and KPIs to inform merchandising decisions and improve store performance.
• Maintained store operations including inventory, loss prevention, and visual standards.