Scott Wagner Email & Phone Number

Wichita, Kansas, United States

-Manage four full time customer support representatives, conducting yearly reviews, ongoing training, and career development. -Reestablished Customer Support department from the ground up after a company expansion and relocation to new facilities across several states resulted in near total team turnover-Responsible for interviewing, hiring, and training new customer service staff to maintain industry leading levels of service.-Formalized company wide customer service policies that are now standard practice for all three Rainier Arms locations.-Automated historically manual daily customer service tasks, including fraud prevention, significantly (80%+) reducing labor hours spent on daily tasks and enabling better customer support and faster processing of customer orders. Fraud prevention automation resulted in a 90%+ decrease in charge-back claims against the company.-Updated procedures to maintain inventory accuracy when expanding from a single location to three different physical locations, nearly eliminating order fulfillment issues caused by incorrect inventory counts.

Wichita, Kansas Metropolitan Area

-Manage OEM Supplier relationships in order to orchestrate consistent delivery of hundreds of products, ensuring consistent stock levels across all locations to decrease wasted warehouse space; improving delivery times to customers and reducing shipping costs.-Automated a production queuing system to track product velocity, manufacturer and supplier lead times, and current inventory levels of production jobs. Reduced hours required to manage and track inventory levels, increased overall product availability, decreased over-production of low demand products, and nearly eliminated lost sales due to unavailable stock. -Tracked and adapted product offerings to market trends to ensure industry leading products and enable expansion into under-served market segments.

Wichita, Kansas Area

-Provided comprehensive guidance to customers at all stages of projects, from minor suggestions to maximize performance and customer satisfaction, to being deeply involved at every step of customer projects from inception to final assembly and tuning.-Diagnosed and resolved complex technical issues for customers using extensive technical experience and without pre-scripted diagnostic flow charts.-Assisted customers by phone, email, and online chat systems to provide information on order status, product compatibility and availability, and services offered.-Examined incoming orders for fraudulent activity to minimize company losses, and to ensure all shipments were in compliance with federal and state laws.

Mountain View, Ca

Customer-facing position including sales, instruction, and consultation on customer-owned firearms. Consistently first in sales, and positively mentioned in Yelp reviews. Activities include: -Engage with and relate to diverse customer base of varying skill levels, from those who have never handled a firearm before to highly experienced shooters. Hold educational discussion and provide instruction with small groups and individuals. -Use communication and customer service skills to carry out the store mission: Help the customer find the best option for them, rather than hard selling the customer on available inventory. -Research, restore, and maintain old and antique firearms that are bought from private collections to ensure that the firearm is presentable, while retaining its historic integrity. Additionally, distribute findings to staff either verbally or with short writeups so that customer questions can be answered in full.

Los Gatos, Ca

Responsibilities in setting up a new firearms retail store included compliance activities critical to the legal standing of the business, sales, training, and providing industry expertise, specifically: -Used prior experience with The Gun Exchange (below) to ensure that all local firearms laws were adhered to, with a focus on smaller technical regulations that are often overlooked. -Trained other employees, all of whom were new to the firearms industry, in the intricacies of firearms laws and regulations, and ensured employees remained current on changing regulations. -Maintained accurate and up to date firearm acquisition and disposition logs, and ensured compliance with all city, county, state, and federal firearm laws. In addition, maintained records and ensured compliance for firearms manufactured on premise, and all National Firearms Act items in store inventory. -Served as a key resource for other staff as the “old hand” in the industry.

2902 Almaden Expressway, San Jose, Ca 95125

Responsibilities included sales, acquisition, online customer interaction, and compliance activities critical to the legal standing of the business, specifically: -As Manager for the Federal Firearms License, was responsible for company's online presence, including website, auctions, and email communication. -As the primary contact point for manufactuers and distributors, was responsible for ensuring that inventory levels were maintained and anticipating upcoming trends in customer purchasing habits. -As the chief day-to-day contact point for customers, was responsible for for resolving customer issues with products. -As a Responsible Party on the FFL, maintained accurate and up to date firearm acquisition and disposition logs; also ensured compliance with all city, county, state, and federal firearm laws. As a result, was the primary contact for the Bureau of Alcohol, Tobacco, Firearms, and Explosives, the California Department of Justice, and the San Jose Police Department regarding all regulatory, compliance, and investigative inquiries. -To ensure full compliance and ease of record keeping, created and maintained a computerized record system for firearm sales and inventory.