Eric Kauppinen
Hudson
Summary
Experienced Customer Service and Technical Support professional with 20+ years of success in customer relations, product support, team leadership, and call center operations. Proven ability to manage high-volume customer interactions while maintaining exceptional customer satisfaction. Skilled in troubleshooting, mentoring team members, schedule coordination, and resolving escalated customer concerns. Strong background in production support, quality control, and cross-functional collaboration. Recognized for building long-term customer relationships, improving team performance, and delivering consistent service excellence.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
TradeSmith
Tampa, Florida
02.2020 - Current
- Respond to customer inquiries regarding products, services, and company information in a fast-paced environment.
- Maintain high levels of customer satisfaction by addressing concerns promptly and effectively.
- Troubleshoot technical issues using company resolution tools and personal product knowledge.
- Provide support to both internal and external customers while maintaining professionalism and accuracy.
- Handle inbound customer calls efficiently to minimize wait times and improve customer experience.
- Collaborate with management, sales teams, and vendors to resolve customer concerns and support business operations.
- Communicate with vendors regarding inventory availability, backorders, and special requests.
- Document customer interactions, issues, and resolutions accurately within company software systems.
Customer Service Supervisor
Horizon Window Fashions
Waukegan, Illinois
04.2005 - 02.2020
- Supervised a team of 18 customer service representatives specializing in order entry and product support.
- Managed department call volumes exceeding 450 calls per day while maximizing staff coverage and efficiency.
- Coached and mentored team members to deliver professional and customer-focused service.
- Worked closely with sales teams and leadership to improve customer service initiatives and promotional strategies.
- Resolved complex and long-standing customer concerns to strengthen customer loyalty and retention.
- Evaluated employee performance and customer interactions to improve service quality and operational effectiveness.
- Created and maintained work schedules based on staffing levels and call volume demands.
- Assisted with product development, product improvement, and design support within the manufacturing environment.
- Applied strong problem-solving skills and creative thinking to deliver customer-focused solutions.
Store Manager
Sears Optical
Round Lake, Illinois
05.1995 - 04.2005
- Managed daily store operations while maintaining strong customer service and sales performance.
- Scheduled and led weekly staff meetings to discuss promotions, inventory, and operational goals.
- Controlled operational budgets and minimized financial discrepancies.
- Managed vendor relationships to secure competitive pricing and timely product deliveries.
- Built strong customer relationships to improve repeat business and overall customer satisfaction.
- Implemented and enforced store policies to maintain operational efficiency and service standards.
- Rotated merchandise displays to highlight new products and promotional campaigns.
- Analyzed operational performance data to improve efficiency and forecast business needs.
Education
High School Diploma -
Zion Benton High School
Zion, IllinoisSkills
- Customer Service & Customer Relations
- Technical & Product Support
- Team Leadership & Staff Coaching
- High-Volume Call Center Operations
- Training & Development
- Troubleshooting & Problem Resolution
- Schedule Management
- Interdepartmental Collaboration
- Data Entry & Documentation
- Policy & Procedure Improvement
- Vendor & Inventory Coordination
- Presentation & Communication Skills
- Research & Due Diligence
- Production & Quality Control
Accomplishments
- Earned top customer satisfaction ratings company-wide for exceptional customer relations.
- Managed and processed 80+ customer calls daily while maintaining professional service standards.
- Conducted customer follow-up calls to ensure satisfaction with products and services.
- Consistently received positive customer feedback and built long-term customer relationships.
- Successfully handled escalated customer concerns while maintaining positive customer experiences.
- Contributed to product development, product improvement, and design initiatives through hands-on manufacturing experience.
Additional Information
- Experienced in customer support, production environments, and quality control processes.
- Strong communication skills with the ability to build rapport quickly with customers and team members.
- Enjoy outdoor activities including golf, swimming, beach walks, amusement parks, and spending time with family and pets.
Timeline
Customer Service Representative
TradeSmith
02.2020 - Current
Customer Service Supervisor
Horizon Window Fashions
04.2005 - 02.2020
Store Manager
Sears Optical
05.1995 - 04.2005
High School Diploma -
Zion Benton High School