Irmgard Oswald
Arlington Heights,IL
Summary
Dynamic Senior Customer Service Representative with a proven track record at Kolbi Pipe Marker Company, achieving a 95% customer satisfaction rate. Expert in CRM and conflict resolution, I excel in team collaboration and leadership, driving efficiency and enhancing customer experiences through effective problem-solving and meticulous attention to detail.
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, email, and chat, maintaining a 95% satisfaction rate.
- Process incoming quotes, orders, modify existing orders or cancel orders via phone, email, and company website
- Managed complex customer inquiries/orders with professionalism and empathy, resolving issues efficiently.
- Entered and maintained accurate customer data in CRM systems
- Trained and mentored junior representatives/New Hires, enhancing team performance and productivity.
- Collaborated cross-functionally with Quality Control, Sales, Marketing, Accounts Payable and Receivable and IT teams to streamline customer issues/orders.
- Identify areas for improvement in customer service processes.
- Collaborate with management to implement new strategies.
- Analyze customer feedback to enhance service quality.
Customer Service Representative
Kolbi Pipe Marker Company
04.2018 - 01.2023
- Delivered high-quality customer service via phone, email, and chat, maintaining a 95% satisfaction rate.
- Process incoming quotes, orders, modify existing orders or cancel orders via phone, email, and company website
- Managed complex customer inquiries/orders with professionalism and empathy, resolving issues efficiently.
- Entered and maintained accurate customer data in CRM systems
- Collaborated cross-functionally with Quality Control, Sales, Marketing, Accounts Payable and Receivable and IT teams to streamline customer issues/orders.
Office Manager
Crowd Control Warehouse
Rolling Meadows, IL
01.2008 - 12.2017
- Made knowledge based recommendations to improve efficiency within a fast-paced environment.
- Responsible for managing purchase orders, handling and maintaining proper 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.
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
- Process Documentation & Reporting
- Microsoft Office Suite (Word, Excel, Outlook)
- Multitasking & Time Management
- Team Collaboration & Leadership
- Attention to Detail & Quality Assurance
Timeline
Senior Customer Service Representative
Kolbi Pipe Marker Company
01.2023 - 12.2025
Customer Service Representative
Kolbi Pipe Marker Company
04.2018 - 01.2023
Office Manager
Crowd Control Warehouse
01.2008 - 12.2017
Bachelor Science - Marketing
Walter E Heller College of Business Administration, Roosevelt University