Nicole Steils
Waterloo
Summary
Dynamic professional with strong verbal and written communication skills. Proven ability to manage high-volume calls and resolve customer complaints effectively. Detail-oriented specialist with a successful track record in clinic operations and customer service. Expertise in scheduling appointments and optimizing patient flow to enhance company efficiency and patient satisfaction.
Overview
14
14
years of professional experience
Work History
Experience Specialist
UnityPoint Cancer Center
Waterloo
08.2021 - Current
- Managed high-volume phone calls to ensure efficient message routing to appropriate departments.
- Maintained HIPAA confidentiality while scanning correspondence into patient charts.
- Scheduled patient appointments to optimize clinic workflow.
- Checked patients in and out for appointments, facilitating smooth operations.
- Executed daily clinic opening and closing procedures to uphold operational standards.
Medical Laboratory Technician
UnityPoint Health - Allen Hospital
Waterloo
07.2021 - 07.2022
- Conducted routine lab testing across departments, including hematology, blood bank, special chemistry, and microbiology.
- Collected, prepared, and analyzed samples to support diagnostic processes.
- Adhered to laboratory procedures to ensure compliance and accuracy.
- Communicated critical lab values to physicians and nurses for timely decision-making.
- Performed quality control maintenance and troubleshooting on instruments to ensure reliability.
Retail Sales Associate
Bed Bath & Beyond
Waterloo
12.2019 - 06.2021
- Enhanced customer satisfaction through top-tier personal service and polite support.
- Organized merchandise into attractive displays to drive sales growth.
- Assisted customers with large purchases by collecting items efficiently.
- Responded to customer questions, ensuring comprehensive support.
Consumer Account Analyst/Customer Relationship Manager
GMAC Mortgage/ Ocwen Loan Servicing
Waterloo
09.2012 - 05.2019
- Delivered prompt, accurate and excellent customer service.
- Spoke to customers to determine reason for delinquency, source of income and next pay date to build solutions for financial issues.
- Resolved escalated customer concerns directed to the Office of the Consumer Ombudsman and Executives through telephone, email and written channels.
- Demonstrated exceptional problem-solving abilities to address customer inquiries effectively.
- Developed and maintained effective relations with all company employees at various levels of the organization.
- Coordinated efforts with other business units to ensure customer satisfaction and issue resolution.
- Assisted customers with the process of applying for a Modification, Short Sale or Deed in Lieu to avoid foreclosure.
Education
Associate of Applied Science - Medical Laboratory Technician
Hawkeye Community College
Waterloo, IA06-2021
Associate of Arts - Liberal Arts
Hawkeye Community College
Waterloo, IA05-2012
Skills
- Verbal and written communication
- Customer complaint resolution
- Computer proficiency
- Problem solving
- Call management
- Attention to detail
- Time management
- Customer service
- Adaptive team player
Timeline
Experience Specialist
UnityPoint Cancer Center
08.2021 - Current
Medical Laboratory Technician
UnityPoint Health - Allen Hospital
07.2021 - 07.2022
Retail Sales Associate
Bed Bath & Beyond
12.2019 - 06.2021
Consumer Account Analyst/Customer Relationship Manager
GMAC Mortgage/ Ocwen Loan Servicing
09.2012 - 05.2019
Associate of Applied Science - Medical Laboratory Technician
Hawkeye Community College
Associate of Arts - Liberal Arts
Hawkeye Community College