NANCY FESSLER
Perry,IA
Summary
Customer Service Specialist experienced in medical terminology and HIPAA compliance. Delivered high customer satisfaction through effective communication and problem resolution skills while adhering to industry regulations. Focused on enhancing client relationships and ensuring compliance in health and life insurance.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Senior Customer Service Representative
Marsh & McLennan
Urbandale, Iowa
07.2019 - 08.2026
- Resolved complex customer issues with timely and accurate solutions.
- Managed customer inquiries through multiple communication channels effectively.
- Managed incoming calls from customers while providing exceptional service.
- Addressed challenging customer interactions with professionalism, empathy, and diplomacy.
- Managed customer conflicts and challenging situations by remaining calm and utilizing internal knowledgebases to develop effective solutions.
- Trained and mentored junior representatives on best practices and procedures.
- Leveraged knowledge of company products and services to quickly answer customer questions and identify upsell opportunities.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Ensured compliance with applicable laws and regulations related to customer service.
Certified Medication Aide
Perry Lutheran Home
Perry, USA
01.2015 - 05.2019
- Maintained records of patient care, conditions, progress, and problems to effectively inform supervisor or case manager.
- Administered prescribed oral medications under the written direction of a physician and ensured patients took their medicine.
- Measured patients' pulse, temperature, and respiration accurately to monitor their health status.
- Assisted patients with mobility in and out of beds, baths, wheelchairs, or automobiles and supported dressing and grooming.
- Care for patients by changing bed linens, washing and ironing laundry, cleaning, or assisting with their personal care.
Bar Manager/Bartender
The Kickstand
10.2013 - 03.2015
- Managed daily bar operations and coordinated staff scheduling to optimize service.
- Developed cocktail menus and curated beverage offerings, enhancing customer experience.
- Ensured consistent compliance with health and safety regulations, maintaining a safe environment.
- Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
- Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, keep records of collections and disbursements, and ensure accounts are balanced.
- Create, maintain, and enter information into databases.
- Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
- Maintain scheduling and event calendars.
- Schedule and confirm appointments for clients, customers, or supervisors.
- Provide services to customers, such as order placement or account information.
Bar Manager/Bartender
Rockin Horse
Perry, IA
10.2002 - 08.2013
- Performed payroll functions by maintaining timekeeping information and processing payroll submissions.
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Collected and deposited money into accounts, disbursed funds from cash accounts to pay bills or invoices, maintained records of collections and disbursements, and ensured accounts were balanced.
- Create, maintain, and enter information into databases.
- Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
- Welcomed visitors upon arrival and provided assistance with inquiries. and callers, addressed inquiries, and directed them to appropriate personnel based on needs.
- Organized and coordinated schedules to optimize time management and resource allocation. and event calendars.
- Schedule and confirm appointments for clients, customers, or supervisors.
- Locate and attach appropriate files to incoming correspondence requiring replies.
- Processed incoming correspondence by opening, reading, and directing it to relevant departments, and distributing incoming mail or other materials and answering routine letters.
- Establish work procedures or schedules and keep track of the daily work of clerical staff.
- Generated and dispatched checks to clients and vendors for timely payments. checks.
- Ordered and distributed supplies to ensure adequate inventory levels.
Education
Associate of Science - Medical Assistant
Vatterott College
Des Moines, IASkills
- Vital Signs
- Patient Record Management
- Medical record management
- Patient Communication
- Customer Service Skills
- Customer care
- Training and mentoring
- Time Management
- Critical Thinking
- Service Orientation
- Active Listening
- Effective communication
- Time management
- Social Perceptiveness
- Compliance adherence
- Call center operations
- Data entry accuracy
- Live chat support
- Customer support
- Payment processing
- Time management abilities
- Salesforce CRM
- Documentation review
Certification
Licensed in Life and Health Insurance.
Timeline
Senior Customer Service Representative
Marsh & McLennan
07.2019 - 08.2026
Certified Medication Aide
Perry Lutheran Home
01.2015 - 05.2019
Bar Manager/Bartender
The Kickstand
10.2013 - 03.2015
Bar Manager/Bartender
Rockin Horse
10.2002 - 08.2013
Associate of Science - Medical Assistant
Vatterott College