Experience

Lancer Systems

• United States
• Defense and Space Manufacturing
• 1 - 100 Employee

• Customer Service & Sales Manager

  • Jan 2022 - Present

  * Providing management leadership and guidance, with the ability to perform all departmental duties, to all staff while overseeing the daily operations of the Customer Service Department and Web Store. * Developing, implementing, and enhancing company customer service standards and procedures while improving the overall customer experience. * Managing the processing of corporate, individual end user, and online customer orders (sales order entry, FFL/SOT paperwork retrieval, purchase order confirmation, product allocation, web store inventory transfers and order expedition). * Analysis of corporate credit reports to allocate appropriate Net30 credit terms. * Overseeing the accuracy of incoming purchase order "ship by" dates, allocating special pricing, and verifying the correct processing of promotional orders and industry discounts. * Managing the request and receival of all appropriate FFL and SOT documentation for handgun, rifle, SBR and suppressor sales and transfers. * Departmental oversight of all troubleshooting responses and resolutions to customer complaints, requests, orders and billing issues in a timely and professional manner. * Expanding departmental creative development of graphics and imagery used in online marketing, social media, and company apparel. * Development and growth of national Dealer / Distributor networks with key industry partners. * Working directly with Production and Shipping management to maintain appropriate product inventory levels for smooth and timely delivery to customers. * Working directly with Shipping to facilitate export licensing and AES filings for international shipments to ensure smooth and timely deliveries. * Further development and improvement of legacy RMA processes to quickly identify and replace, inspect and repair incoming goods to maintain the highest level of product quality. * Mentoring and developing new customer service representatives while encouraging growth and change within the department. Show less



RestlessBonesTargets

• Easton, Pennsylvania, United States

• Owner

  • Sep 2019 - Jan 2022

  Self-healing foam 3D Archery Targets. All target models are completely original, sculpted and molded in-house, hand cast in self-healing archery grade foam, and then hand painted. Self-healing foam 3D Archery Targets. All target models are completely original, sculpted and molded in-house, hand cast in self-healing archery grade foam, and then hand painted.



Smooth-On, Inc.

• United States
• Chemical Manufacturing
• 1 - 100 Employee

• National Operations Manager of Reynolds Advanced Materials

  • Feb 2014 - Aug 2019

  • Responsible for management of all operational functions of twelve national Reynolds Advanced Materials retail distribution locations to ensure prompt, smooth, and accurate business function.• Worked directly with the President and Vice President of Smooth-On, Inc. to develop and improve Reynolds policies, procedures, Sales, Operations, location events, location design, marketing and all other aspects of overall Reynolds store functionality and branding.• Worked with a nationwide chain of 12 store/branch managers, both with remote on-site visits and by providing a daily virtual support presence online, to monitor sales revenue, maintain proper inventory levels, and bring in new ancillary product vendors.• Reviewed all customer initial credit requests, reviewing credit reports to set and approve or deny all customer credit terms.• Management of all staff hiring/training, site building setup & improvements and initializing local operations functionality for all new retail branches.• Created training presentations and reference booklets setting protocol and guidelines for new Branch Managers, College Outreach program, Trade shows, and Showroom Layout.• Worked closely with IT development team on the creation and deploying of a new Point of Sale system.• Established a cleaner flow of perishable materials from the manufacture to end user within saleable timeframe.• Worked closely with HR and branch managers to interview, hire, and train all new branch employees nationwide.• Performed seminar instruction for all new branch employees, introducing them to our materials and techniques using hands on classroom instruction with company products. Show less

• Sales and Operations Support Manager, Liaison to Reynolds Advanced Materials

  • 2011 - Jan 2014

  • Responsible for sales and operational support to eight national Reynolds Advanced Materials retail distribution locations.• Located new building to upgrade existing locations, work with contractors, create and set up showrooms, classroom, warehouse of retail storefront.• Sales and Operations Liaison between Smooth-On and all Reynolds branches to ensure prompt, smooth, and accurate business function.• Monitored sales revenue, inventory levels, customer credit,and aged receivables/payables for all Reynolds branches.• Oversaw all hiring, firing, and disciplinary issues of location staff working with managers at all Reynolds branches. Show less



Reynolds Advanced Materials

• United States
• Arts & Crafts
• 1 - 100 Employee

• Branch Manager

  • 2010 - May 2011

  • Oversaw the day to day management of retail distribution branch personnel, operations, and administration.• Monitored all inside and outside sales, manage aged receivables, collections and customer credit, and maintain inventory.• Directed, organized, and performed instructional mold making/casting seminars for groups of 20+ customers.• Monitored all P&L levels, and worked closely with Smooth-On to maintain adequate quarterly inventory vs. returns of perishables.• Handled credit applications, special pricing requests, and VIP customer handling.• Interviewed, hired, disciplined, motivated, and fired staff as appropriate. Show less

• Technical Support and Inside Sales

  • 2008 - 2010

  • Technical support of customer mold making and casting needs via phone, discussion, and demonstrative seminars.• The development , implementation, and presentation of a “College Initiative” seminar series for New England schools. This program is now used nationally by all Reynolds locations.• Extensive use of silicone, polyurethane resins and rubber to create multi part molds, life castings, special fx, medical moulage, movie props, composite tooling, and resin castings for branch showroom.• Retail storefront sales via walk-in, phone, and e-commerce.• Creating inventory stock orders, shipping/receiving, and showroom maintenance. • Providing video and photographic images to the marketing department of my molds & castings for the RAM website and catalog. Show less



“The Townie Collection” Fine Jewelry Manufacturer (www.thetowniecollection.com)

• Hingham, MA

• Freelance Manufacturing Consultant

  • Sep 2007 - Sep 2008

  • Reviewing and improving manufacturing processes and techniques to improve product quality and procedural efficiency. • Manufacture and cutting of poured silicone rubber molds for new designs. • Construction of wax trees for perforated flask vacuum casting utilizing a J-2R casting machine. • Reviewing and improving manufacturing processes and techniques to improve product quality and procedural efficiency. • Manufacture and cutting of poured silicone rubber molds for new designs. • Construction of wax trees for perforated flask vacuum casting utilizing a J-2R casting machine.



The Touch, Inc.

• Waltham, MA

• Mold Making and Precious Metals Casting - Fine Jewelry Manufacturing

  • 2004 - 2008

  • Creation and preparation of jewelry waxes per BOM specs. • Assemblage of waxes into trees for lost wax casting. • Vacuum casting daily, including flask preparation with venting rods, investment mixing/pouring, wax burnout, and the use of an induction melter for the pouring of silver or gold. • Investment removal from cast trees using high-pressure water guns. • Cutting cast pieces from trees before sorting, grinding and processing them for vibratory finishing and tumble polishing. • Making and cutting of traditional pressed vulcanized rubber and poured RTV silicone molds. • Hand braiding of 14k Gold wound cable for the “Mariner Collection” line of jewelry. Show less