ANNE ICKENROTH
Family Members
Aliquippa,PA
26
years of professional experience
Customer Support Specialist with 12+ years of experience in high-volume environments, specializing in Email Support and CRM management. Proven expert in Troubleshooting complex client inquiries and maintaining high resolution rates through detailed Process Documentation. Dedicated to delivering an exceptional Customer Experience and efficient issue triage within corporate frameworks.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Work History
Caregiver
3 Years 4 Months- Provided compassionate support to family members with diverse needs, enhancing daily living experiences.
- Assisted in medication management, ensuring adherence to prescribed schedules and guidelines.
- Developed engaging activities tailored to individual interests, promoting mental stimulation and emotional well-being.
- Coordinated appointments and transportation for medical visits, optimizing care continuity and accessibility.
- Implemented safety measures within the home environment, reducing risks and improving overall safety standards.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Transported individuals to events and activities, medical appointments, and shopping trips.
Online Personal Shopper
1 Year 1 Month- Curated personalized shopping experiences based on customer preferences and purchase history.
- Developed and maintained strong relationships with clients to enhance satisfaction and loyalty.
- Leveraged Walmart's online platform to streamline product selection and order fulfillment processes.
- Collaborated with team members to optimize inventory management and product availability.
Caregiver
1 Year- Provided compassionate care and support to family members, ensuring safety and comfort.
- Assisted with daily living activities, promoting independence and dignity for clients.
- Monitored health conditions, reporting changes to healthcare professionals as needed.
- Developed personalized care plans tailored to individual needs and preferences.
Business Customer Service Specialist
3 Years 5 Months- Resolved customer inquiries through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by providing timely support and accurate information regarding services.
- Collaborated with cross-functional teams to streamline service processes and improve response times.
- Trained new staff on customer service protocols, resulting in improved onboarding efficiency.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Maintained detailed records of customer interactions, noting trends and areas for potential improvement.
- Handled escalated complaints efficiently, demonstrating empathy and professionalism throughout difficult situations.
- Managed a high volume of inbound calls, ensuring timely responses and resolution for business customers.
- Conducted thorough research to resolve complex customer inquiries, resulting in improved satisfaction rates.
- Provided expert guidance on products and services tailored to meet the unique needs of each business client.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
SUPERVISOR
11 Months- Acted as the primary point of contact for escalated customer issues, utilizing advanced Troubleshooting to maintain high resolution rates.
- Supervised a team of up to 14 agents, overseeing daily support operations and ensuring consistent Customer Experience quality.
- Conducted weekly one-on-one performance coaching, focusing on CRM utilization and technical support efficiency.
- Evaluated agent performance and recommended high-potential staff for promotions, contributing to a 15% increase in departmental productivity.
- Maintained rigorous service standards by assisting agents in reaching their technical and customer service potential through targeted mentorship.
Senior Benefit Technician
1 Year 8 Months- Responded to complex Spending Account Management inquiries via formal Email Support, resolving participant and client issues in a timely manner.
- Managed client maintenance issues through regular CRM updates, ensuring accurate data troubleshooting for newly assigned portfolios.
- Participated in Implementation meetings for new clients to establish streamlined communication protocols and support workflows.
- Collaborated with CSM/CRM teams on specialized client requests, delivering accurate product information and ensuring high customer satisfaction.
- Utilized administrative access to troubleshoot account discrepancies, facilitating accurate deposits and refunds within secure databases.
PROCESSOR
1 Year 8 Months- Processed high-volume flexible spending account claims for the Federal Government Office of Personnel Management, adhering to strict compliance rules.
- Troubleshot account appeals and processed Letters of Medical Necessity through thorough research and adherence to Process Documentation.
- Identified system overpayments and escalated findings to senior leadership to trigger corrective financial actions and account resolution.
- Maintained 100% accuracy in claim processing, leading to an early promotion for exceptional technical performance and reliability.
Student
2 Years 5 Months- Facilitated collaborative study groups to enhance peer learning and academic performance.
- Developed effective time management strategies for balancing coursework and personal commitments.
- Conducted research projects utilizing library resources and academic databases to support coursework.
- Assisted faculty with course materials and resources, enhancing overall classroom experience for students.
- Implemented organizational systems for managing class schedules, assignments, and deadlines efficiently.
- Followed school and classroom policies, regulations, dress codes, and schedules.
- Collaborated on group projects to complete professional deliverables.
Education
Associate in Arts - Criminal Justice Studies
Skills
Core Support Competencies: Email Support
Troubleshooting
Customer Experience
Customer Support
Escalation Management
High Resolution Rates
Technical Tools & Software: CRM (Customer Relationship Management)
Helpdesk Software
Spending Account Management
Remote Communication Tools
Database Administration
Operations & Industry: Process Documentation
Material Handling Equipment
Industrial Machinery Knowledge
Federal Government Compliance
Inventory Logistics
Professional Leadership: Performance Coaching
Resource Allocation
Team Supervision
Collaborative Problem Solving
Corporate Communication
Respectful and compassionate
Time management
Problem-solving
Elderly care
Accomplishments
- Supervised team of 14 staff members.
- Achieved positive results through effectively helping with coaching.
Interests
Gardening
I enjoy helping others and giving back to the community.
Cooking
Pilates
Reading
Video Gaming
Crafting and DIY Projects
Hiking
Historical Exploration
Dancing
Timeline
Caregiver
Family Members
2023.04 - CurrentRead More
Online Personal Shopper
Walmart
2022.03 - 2023.04Read More
Caregiver
Parent
2018.11 - 2019.11Read More
Business Customer Service Specialist
Charter Spectrum
2015.06 - 2018.11Read More
SUPERVISOR
FIRST SOURCE SOLUTIONS, LTD
2014.07 - 2015.06Read More
Senior Benefit Technician
SHPS, INC
2007.05 - 2009.01Read More
PROCESSOR
SHPS, INC
2006.04 - 2007.12Read More
Student
Jefferson Community Technical College
2001.01 - 2003.06Read More
Jefferson Community College
Associate in Arts from Criminal Justice Studies
Read More