Martin Pape
Illinois City,IL
Summary
Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
31
31
years of professional experience
Work History
Customer Service Manager
SJ Smith
Muscatine , IA
2016.08 - Current
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Responded to phone and online customer service requests
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Cable Technician
Mediacom Communications
Moline , IL
2003.03 - 2016.08
- Tested newly installed cables using specialized testing equipment such as voltmeters, signal level meters and sweep frequency generators.
- Inspected cable lines to identify any damage or corrosion that could affect service.
- Configured routers, switches, amplifiers, splitters and other related devices to ensure proper operation of the system.
- Maintained inventory of supplies needed for future installations and repairs.
- Responded promptly to emergency situations requiring immediate attention.
- Repaired faulty connections by removing old wiring and replacing it with new wiring as needed.
- Trained junior technicians on best practices for installing cabling systems according to industry standards.
- Replaced defective parts or components within a cable system when necessary.
Store Manager
Praxair
Pekin , IL
1993.05 - 2003.03
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Delegated work to staff, setting priorities and goals.
Customer Service Sales Representative
Gander Mountain Company
Peoria , IL
2001.02 - 2002.12
- Educated customers on product features and benefits.
- Identified potential opportunities to upsell products or services.
- Suggested additional products or services that may benefit the customer's needs.
- Processed orders, forms, applications, and requests.
- Provided accurate information about products and services.
Education
Bachelor of Science - Forestry
Southern Illinois University Carbondale
Carbondale, IL1990-05
Associate of Science - Forest Management
Southeastern Illinois College
Harrisburg, IL1987-05
Skills
- Customer Service
- Work Prioritization
- Time Management
- Customer-focused
- Continuous Improvement
- Product Knowledge
Timeline
Customer Service Manager
SJ Smith
2016.08 - Current
Cable Technician
Mediacom Communications
2003.03 - 2016.08
Customer Service Sales Representative
Gander Mountain Company
2001.02 - 2002.12
Store Manager
Praxair
1993.05 - 2003.03
Bachelor of Science - Forestry
Southern Illinois University Carbondale
Associate of Science - Forest Management
Southeastern Illinois College
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