Denise "Renea" Setser
Ontario,NY
Summary
Highly Compassionate and Detail-Oriented Administrative Assistant and Customer Service Representative equipped with over 30 years' experience handling overall office operations on-site and remote. Highly proficient handling employee-client interactions, customer support, processing orders, billing functions, calendar management, cash activity, cash handling, commercial and company complaint handling, client correspondence, customer satisfaction
Overview
20
20
years of professional experience
Work History
Converted to High Level MSP Project
Robert Half For Optum/RADV & United HealthCare Services, Inc.
10.2023 - Current
- Collected medical coverage information through outbound calls (to current/previous employers, and other commercial insurance companies)
- Responsible for making 60-80 outbound calls daily and meeting program specific metrics to be outlined by leadership
- Reached production over 120% each month for focused and quality driven department
- All meetings were held through Zoom and Teams Chat.
Outreach Operations Representative
Robert Half For Optum/RADV & United HealthCare Ser
07.2023 - 10.2023
- Responsible for making 40 - 60 outbound calls daily and meeting program specific metrics outlined by leadership
- Assisted with retrieval of medical records and attestations from contracted providers/facilities to support Risk Adjustment Data Validation audits
- Contacted providers and/or clinical staff via phone and email to explain program and request, set commitments for information return, and explain options for completing and transmitting information
- Consisted of 80% phone work and 20% research and data entry
- Responded to coaching and various forms of feedback and quality analysis to meet or exceed performance metrics
- Adhere to Protected Health Information (PHI) policies and practices
- Reaching production over 120% each month
- All meetings were held through Zoom and Teams Chat.
Customer Service Representative
Robert Half for NYS DOH Covid Hotline
08.2021 - 07.2023
- Served as Customer Service Representative (CSR) answering calls for New York State (NYS) COVID-19 Hotline
- Promoted to Excelsior Pass Helpdesk and GCP lines
- Assisted callers with inquiries about COVID-19 policies, such as mask mandates and quarantine requirements
- Additionally, assisted callers who needed assistance with Excelsior Pass and Excelsior Pass Plus
- On GCP Line assisted callers with looking deeper into error received when trying to download or accessing their passes onto their phone
- Looked deeper into technical issues by reviewing their vaccination records
- Received WebEx and HIPAA training, along with gaining access to each client system (Oracle and Verizon)
- Recognized multiple times for being top proficient and most empathetic representative on all 3 call lines
- All meetings were held through Zoom and Teams Chat.
Administrative Assistant
Financial Freedom Group
06.2020 - 07.2021
- Greeted customers, vendors, job applicants, employees, and other visitors
- Assisted Human Resources in making travel arrangements, logistics for various client and staffing conferences & meetings, maintained all supply requisition and related purchases, maintained timesheets and attendance records
- Assisted Accounts Receivable and Accounts Payable with data entry and expense reports
- Assisted Marketing Team to maximize sales, distribution, and corporate profit
- Assisted Purchasing Team in maintaining paper and electronic filing systems for records, correspondence, and other material
- Maintained office calendars inclusive of scheduling appointments and meetings using company calendar
- Made copies of correspondence and other printed material
- Operated office equipment such as fax machines, copiers, company mainframes and phone systems
- Followed Agency furnished information directives, Standard Operating Procedures
- Composed and distributed meeting notes, and reports using word processing, spreadsheet, database, or presentation using Microsoft Office application
- Prepared routine, non-technical correspondence.
Account Representative
State Farm/Team Tasker
09.2018 - 06.2019
- Greeted customers, vendors, job applicants, employees and other visitors
- Assisted Office Manager in processing payments, customer resolutions, banking, maintaining paper and electronic filing systems for records, correspondence, and other material
- Assisted Sales Team to maximize sales, distribution, and corporate profit
- Maintained Agent calendars inclusive of scheduling appointments and meetings using company calendar
- Made copies of correspondence and other printed material
- Operated office equipment such as fax machines, copiers, company mainframes and phone systems
- Followed Agency furnished information directives, Standard Operating Procedures
- Opened, read, routed, and distributed incoming mail and other material and answered routine correspondence
- Assisted Customers with refinancing auto loans.
Front Desk Administrator
Communications Engineering
09.2016 - 10.2017
- Greeted customers, vendors, job applicants, employees and other visitors
- Assisted Human Resources in making travel arrangements, logistics for various client and staffing conferences & meetings, maintained all supply requisition and related purchases, maintained timesheets and attendance records
- Assisted Accounts Receivable and Accounts Payable with data entry and expense reports
- Assisted Engineering Team in processing transmittals for major projects
- Assisted Marketing Team to maximize sales, distribution, and corporate profit
- Assisted Purchasing Team in maintaining paper and electronic filing systems for records, correspondence, and other material
- Maintained office calendars inclusive of scheduling appointments and meetings using company calendar
- Made copies of correspondence and other printed material
- Operated office equipment such as fax machines, copiers, company mainframes and phone systems
- Followed Agency furnished information directives, Standard Operating Procedures
- Composed and distributed meeting notes, and reports using word processing, spreadsheet, database, or presentation using Microsoft Office application
- Prepared routine, non-technical correspondence
- Opened, read, routed, and distributed incoming mail and other material and answered routine correspondence.
Merchandiser
Hudson News
07.2014 - 07.2016
- Deciding how goods should be displayed to maximize customer interest and sales
- Accurately stocking and rotating products onto shelves from backroom inventories
- Building up and maintaining product displays
- Ensuring that enough merchandise is in stores at night time in season i.e., Christmas or Easter
- Maintaining products on Store racks, shelves and displays
- Rotating products from back stock to shelf and display locations
- Identifying replenishment needs
- Completing all paperwork and necessary documentation
- Performing other miscellaneous duties as assigned
- Removing any dirty, damaged, or out of code products from display
- Sorting and distributing merchandise to various locations throughout store
- Carrying out market research on how well displayed products are selling
- Travelling to multiple store locations.
Sales and Marketing/Office Manager
Select Staffing
08.2004 - 05.2014
- Responsible for staffing 50 plus companies over 2-state territory
- Coordinated, planned or organized office work to manage multiple priorities
- Researched and assembled information for distribution, staffing related issues including advising or leading secretarial workforce team, hiring, and terminating employees
- Coordination of hiring guidelines and assisting with new hires, terminations for all companies. Ensured that all personnel comply with policies & procedures as described in employee handbook
- Performed all accounts receivable and accounts payable functions
- Maintained office calendars inclusive of scheduling appointments and meetings using Microsoft Outlook application
- Handled all management activities
- Scheduled appointments
- Composed and distributed meeting notes, and reports using word processing, spreadsheet, database, or presentation using Microsoft Office Suite application
- Prepared routine, non-technical correspondence
- Opened, read, routed, and distributed incoming mail and other material and answered routine correspondence
- Operated office equipment such as fax machines, copiers, company mainframes and phone systems
- Followed Agency furnished information directives, Standard Operating Procedures.
Education
High School Diploma -
Forest Hill High School
Jackson, MS06.1993
Some College (No Degree) -
Hinds Community College
Raymond, MSSkills
- Microsoft Word
- Microsoft Excel
- MS Office
- Office Teams
- Remote Customer Support
- Billing Functions,
- Calendar Management
- Receptionist
- Organization and Time Management
- Teamwork and Collaboration
- Self-Directed
- Good Telephone Etiquette
References
- Marci Koegler, mkoegler@commeng.com, (703) 550-5800, Accounting Manager at Communications Engineering, Inc.
- Julie Paris, jparis@commeng.com, (540) 300-0236, Communications Engineering, Inc.
Timeline
Converted to High Level MSP Project
Robert Half For Optum/RADV & United HealthCare Services, Inc.
10.2023 - Current
Outreach Operations Representative
Robert Half For Optum/RADV & United HealthCare Ser
07.2023 - 10.2023
Customer Service Representative
Robert Half for NYS DOH Covid Hotline
08.2021 - 07.2023
Administrative Assistant
Financial Freedom Group
06.2020 - 07.2021
Account Representative
State Farm/Team Tasker
09.2018 - 06.2019
Front Desk Administrator
Communications Engineering
09.2016 - 10.2017
Merchandiser
Hudson News
07.2014 - 07.2016
Sales and Marketing/Office Manager
Select Staffing
08.2004 - 05.2014
High School Diploma -
Forest Hill High School
Some College (No Degree) -
Hinds Community College
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