Summary
Overview
Work History
Education
Skills
Industry Leadership And Recognition
Affiliations
Accomplishments
References
Timeline
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Lisa Feltz

Frederick,MD

Summary

Dynamic Sales, Marketing & Customer Experience Executive with a proven track record in Guest-Centric Experience Design, Multi-Unit Operations Oversight, and KPI-Driven Training Metrics. Committed to driving revenue growth and enhancing customer satisfaction.

Overview

27
27
years of professional experience

Work History

Sales, Marketing & Customer Experience Executive

Bisque Imports | Chesapeake Ceramics
01.2001 - 08.2025
  • Partnered with executive teams to shape operations and training strategy, driving scalable growth while preserving a strong service culture across a national customer base.
  • Built and launched comprehensive training programs focused on strengthening product knowledge, hospitality standards, and consultative selling skills.
  • Conducted audits of training systems and SOPs, identified inefficiencies, and delivered streamlined solutions that improved efficiency and reduced redundancy.
  • Organized, facilitated, and instructed at large-scale customer events, trade shows, and workshops that doubled as high-impact training opportunities, strengthening brand loyalty and industry partnerships.
  • Coached and mentored business owners, building confidence, accountability, and succession pipelines aligned with long-term strategic goals.
  • Collaborated with cross-functional leaders to roll out new products, systems, and standards-ensuring smooth adoption through clear communication, hands-on training, and post-implementation support.
  • Drove change management initiatives that supported rapid growth and evolving market demands, equipping teams to adapt quickly without sacrificing quality or customer experience.

Owner / Executive Director - Retail Entertainment Establishments

Contemporary Ceramic Studios
11.1998 - 05.2020
  • Developed and operated several retail studios for 25+ years, supervising hiring, scheduling, payroll, budgeting, vendor partnerships, and operational efficiency.
  • Designed and executed comprehensive training programs emphasizing service culture, upselling, safety, and guest engagement.
  • Created SOPs and training resources for new initiatives, product rollouts, and customer experience standards across multiple locations.
  • Hired, mentored, and coached employees, building confident leaders who sustained a positive, guest-focused culture.
  • Analyzed performance data to identify gaps and opportunities, implementing changes that improved efficiency, revenue, and customer satisfaction.
  • Surpassed revenue targets by prioritizing guest-centric hospitality and enhancing associate development
  • Applied entertainment-driven service models to retail studio experiences, creating environments where both staff and guests thrived.
  • Achieved double-digit revenue growth year-over-year during peak expansion.
  • Developed customer engagement initiatives (events, workshops, loyalty programs), driving repeat visits and increasing per-guest expenditure by 20%.
  • Recognized within the ceramic arts industry as a leader in customer experience innovation and operational excellence, influencing best practices across studios nationwide.
  • Contributed quarterly articles for the official magazine of the Contemporary Ceramic Studio Association, sharing expertise on operations, customer engagement, and staff development.
  • Functioned as a trusted advisor and mentor to studio owners, guiding the development of sustainable business models and enhancing customer experience standards across the industry.

Education

Bachelor of Science - Education

University of Maryland at College Park
College Park

Skills

  • Guest-Centric Experience Design
  • Multi-Unit Operations Oversight
  • KPI-Driven Training Metrics
  • Cross-Functional Collaboration
  • Revenue & Profitability Optimization
  • Training Program Design & Rollout
  • Business Strategy & Growth Planning
  • Leadership Development & Coaching
  • SOP Creation & Implementation
  • Team Engagement & Retention

Industry Leadership And Recognition

  • Recognized within the ceramic arts industry as a leader in customer experience innovation and operational excellence, influencing best practices across studios nationwide.
  • Contributed quarterly articles for the official magazine of the Contemporary Ceramic Studio Association, sharing expertise on operations, customer engagement, and staff development.
  • Served as a trusted advisor and mentor to studio owners, helping shape sustainable business models and elevating customer experience standards industry-wide.

Affiliations

  • Avid reader
  • Lover of all things outdoors
  • Always up for a card game
  • Mom of two spectacular grown children and one very spoiled rescue pup

Accomplishments

  • President’s Award, Bisque Imports
  • President’s Award, Contemporary Ceramic Studio Association
  • Named one of Frederick Magazine’s “People to Watch”

References

References available upon request.

Timeline

Sales, Marketing & Customer Experience Executive

Bisque Imports | Chesapeake Ceramics
01.2001 - 08.2025

Owner / Executive Director - Retail Entertainment Establishments

Contemporary Ceramic Studios
11.1998 - 05.2020

Bachelor of Science - Education

University of Maryland at College Park

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