Irmgard Oswald
Arlington Heights
Summary
Customer service professional with 7 years+ experience with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
18
18
years of professional experience
Work History
Senior Customer Service Representative
Kolbi Pipe Marker Company
01.2023 - 12.2025
- Delivered high-quality customer service via phone and email maintaining a 95% satisfaction rate.
- Processed 23% of all quotes/orders received by the department with 97% accuracy.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and mentored 4-6 junior representatives, fostering skill development and improving team performance.
- Collaborated cross-functionally with Quality Control, Sales, Accounting and IT teams to streamline customer issues/orders.
- Identified areas for improvement in customer service processes.
- Analyzed customer feedback to enhance service quality.
Customer Service Representative
Kolbi Pipe Marker Company
04.2018 - 12.2022
- Delivered high-quality customer service via phone and email maintaining a 95% satisfaction rate.
- Collaborated cross-functionally with Quality Control, Sales, Accounts Payable and Receivable and IT teams to streamline customer issues/orders.
- Processed 23% of all quotes/orders received by the department with 97% accuracy.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Office Manager
Crowd Control Warehouse
03.2008 - 12.2017
- Made knowledge based recommendations to improve efficiency within a fast-paced environment.
- Maintained proper office supply inventory levels.
- Utilized MS Excel and QuickBooks to perform daily assignments, including payment tracking and invoice management; successfully 5,000+ shipping costs for tax purposes.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
Education
Bachelor Science - Marketing
Walter E Heller College of Business Administration, Roosevelt University
Chicago, ILSkills
- Customer Relationship Management (Hub Spot) (CRM)
- Data Entry & Database Management
- Conflict Resolution & Problem Solving
- Microsoft Office Suite (Word, Excel, Outlook)
- Multitasking & Time Management
- Team Collaboration & Leadership
- Attention to Detail & Quality Assurance
- Customer support
- Complaint resolution
- Staff training
- Database management
- Order fulfillment
Timeline
Senior Customer Service Representative
Kolbi Pipe Marker Company
01.2023 - 12.2025
Customer Service Representative
Kolbi Pipe Marker Company
04.2018 - 12.2022
Office Manager
Crowd Control Warehouse
03.2008 - 12.2017
Bachelor Science - Marketing
Walter E Heller College of Business Administration, Roosevelt University