Kayli Appelzoller
North Las Vegas,NV
Summary
I’m a Senior Analyst who has a passion for helping others and improving operational processes. For over a decade, I’ve learned about the customer service experience through interpersonal interactions and communication skills. For over eight years, I’ve grown in the insurance industry by using my previously learned skills and continuously learning the operational and technical side of the company. This includes administrational tasks, data entry, payment verification and technical support learned to further my career.
Overview
13
13
years of professional experience
Work History
Senior Analyst - Colleague Support
Marsh McLennan
Las Vegas, USA
05.2026 - Current
- Provided expert-level support for enterprise applications, including troubleshooting, issue resolution, and performance monitoring.
- Utilized service desk tools to log, track, and manage support tickets, ensuring timely resolution.
- Coordinated with vendors and support teams to identify and resolve application defects and implement updates.
- Developed and maintained detailed documentation for application processes and user guides.
- Mentored and supported junior team members, fostering their professional development.
- Added and maintained various types of codes and configuration in the Applied Epic system.
Application Support Administrator
Marsh McLennan
Las Vegas, USA
01.2022 - 05.2026
- Reviewed incoming Help Desk tickets to deliver effective technical support and troubleshoot application issues and resolving technical problems in applications promptly to minimize downtime and maintain optimal system performance.
- Managed user access and permissions while ensuring data security and compliance with company policies and procedures.
- Executed the Quarterly Audit Validation for Ancillary Applications and PCSN/JCS Applied TAM by coordinating with application owners to obtain necessary reports, modifying reports for Smartsheet, validating data meticulously, maintain comprehensive documentation, and uploading all materials to the MMA site for compliance.
- Assisted colleagues with documentation by outlining processes for adding, disabling, and modifying user accounts, as well as troubleshooting in specific applications.
Office Administrator
Marsh
Las Vegas, USA
06.2018 - 01.2022
- Managed daily mail intake, efficiently scanning and electronically attaching documents, as well as handling manual documentation.
- Proficient in utilizing the Applied computer system, along with copiers, printers, phones, and various technical devices.
- Uploaded and organized daily documents into the Salesforce platform, enhancing client accessibility and record-keeping.
- Conducted follow-ups on Notices of Cancellation by contacting insurance carriers and researching relevant websites to ensure timely resolution.
Decorator/Retail
The Cupcakery Summerlin
Las Vegas, USA
12.2013 - 05.2018
- Delivered exceptional customer service through face-to-face interactions, phone communications, and email correspondence, ensuring a positive experience for all clients.
- Developed and managed weekly work schedules for employees, accurately calculating hours to optimize staffing efficiency.
- Created and maintained inventory and production sheets, weekly grocery lists, and customer invoices, contributing to effective inventory management and customer satisfaction.
Education
Associate of Applied Science - Pastry Arts
College of Southern Nevada
Las Vegas, NV 08.2013 - 09/2017
High School Diploma -
Post Falls High School
Post Falls, ID 09.2009 - 06/2013
Skills
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
- Knowledge of data validation and documentation processes
- Technical troubleshooting and support for applications
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Team collaboration and mentoring
- Time management and organizational skills
- Exceptional customer service and support
- Ability to handle inquiries and provide solutions
- Experience in coordinating and executing audits
- Ability to manage multiple tasks and deadlines
- Process improvement and efficiency optimization
Timeline
Senior Analyst - Colleague Support
Marsh McLennan
05.2026 - Current
Application Support Administrator
Marsh McLennan
01.2022 - 05.2026
Office Administrator
Marsh
06.2018 - 01.2022
Decorator/Retail
The Cupcakery Summerlin
12.2013 - 05.2018
Associate of Applied Science - Pastry Arts
College of Southern Nevada
08.2013 - 09/2017
High School Diploma -
Post Falls High School
09.2009 - 06/2013