Open To Work
Kelly Setticerze
Hawley,PA
Summary
Call center professional with extensive experience in high-volume customer service, specializing in health insurance support. Maintained 100% record accuracy while effectively resolving complex inquiries and ensuring compliance with healthcare standards.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Temporary Customer Service Representative
GET COVERED NJ
New Jersey
09.2025 - 11.2025
- Managed high volumes of inquiries on health insurance benefits, eligibility requirements, and plan options for state residents to ensure informed decision-making.
- Confirmed applicant eligibility for subsidies and health plans, maintaining compliance with state and federal health insurance regulations.
- Performed meticulous Data Entry and Database Documentation within the state's enrollment system to maintain 100% record accuracy.
- Addressed complex account issues and enrollment hurdles by evaluating user documentation and delivering clear, step-by-step guidance.
Project Advisor
ANGI
New Jersey
03.2025 - 06.2025
- Analyzed project requirements against professional credentials, ensuring accurate matching and upholding high service standards for client satisfaction.
- Assessed homeowner needs in high-volume call center operations, facilitating provider enrollment in local projects and enhancing overall service delivery.
- Resolved customer roadblocks by actively listening to concerns and providing tailored solutions, improving customer experience in a fast-paced environment.
- Gathered and documented critical client data in CRM systems, adhering to strict data integrity and privacy protocols.
Seasonal Customer Service Representative / Sales Support
SPENCER'S GIFTS / SPIRIT HALLOWEEN
Egg Harbor Township, NJ
09.2024 - 11.2024
- Verified account details and order status to resolve complex e-commerce inquiries and troubleshoot website issues, enhancing customer satisfaction.
- Resolved escalated customer grievances by applying corporate policy consistently while maintaining a high brand reputation.
- Collaborated with logistics and billing departments to streamline issue resolution and enhance documentation compliance.
- Conducted claims analysis for billing disputes, refunds, and order discrepancies, ensuring financial reconciliation accuracy.
Telephone Interviewer
BRAUN RESEARCH, INC.
Remote
06.2023 - 06.2024
- Managed a high volume of outbound calls while meeting rigorous daily performance metrics and quality control standards.
- Collected quantitative and qualitative data through scripted telephone interviews, contributing to comprehensive and accurate database documentation.
- Evaluated respondent feedback to classify data points for market research reporting and analysis, enhancing data reliability.
- Upheld professional communication standards while engaging diverse populations on various research topics, fostering trust and cooperation.
Remote Customer Support Contractor
ARISE VIRTUAL SOLUTIONS
Remote
05.2020 - 06.2023
- Managed service and sales inquiries for national brands as remote Call Center Associate using secure VPN and cloud platforms.
- Recommended tailored solutions based on customer needs, processing service requests through real-time data entry.
- Maintained high efficiency and compliance during peak seasonal volumes in a self-managed remote office environment.
- Updated centralized customer databases to resolve inquiries regarding account status and service history.
Order Support Representative
INTUITIVE SOLUTIONS
Remote
11.2018 - 06.2020
- Processed a high volume of orders with rapid Data Entry speed, ensuring precision in customer requirements and billing details.
- Resolved complex service inquiries and delivery issues promptly, ensuring customer satisfaction.
- Facilitated promotion of additional services and upgrades through clear communication, supporting sales and retention objectives.
- Coordinated multiple administrative tasks concurrently while meeting service level agreements (SLAs) for call handling.
Seasonal Customer Service Representative
1-800-FLOWERS.COM, INC.
Remote
10.2009 - 01.2020
- Assessed order status and delivery claims during high-demand holiday cycles, ensuring timely resolution of recipient issues to enhance customer satisfaction.
- Resolved customer concerns by utilizing claims analysis techniques for accurate processing of refunds or replacements, improving customer trust.
- Verified customer account details and product preferences to deliver personalized recommendations, driving increased sales conversion.
- Maintained 95%+ positive customer experience ratings by delivering empathetic and professional service in a remote setting.
Education
High School Diploma -
JIM THORPE AREA HIGH SCHOOL
Jim Thorpe, PASkills
- Call center operations
- Customer service best practices
- Client onboarding processes
- Eligibility verification
- Issue resolution techniques
- Medicare expertise
- Data entry and documentation
- CRM software proficiency
- Microsoft Teams and Slack usage
- Email troubleshooting
- Multitasking and time management
- Communication techniques
- Customer account management
Certification
Certified Home Health Aide (HHA), State Certified, 09/01/05
Additional Skills
Call Center Operations, Medicaid Management Information System (MMIS), Eligibility Verification, Claims Analysis, Provider Enrollment, Healthcare Administration, Inbound & Outbound Calls, Medicaid, Medicare, Health Insurance, Data Entry, Database Documentation, CRM Software, Order Processing, Billing & Refund Assistance, Market Research, Lead Generation, Microsoft Teams, Slack, VPN, Remote Work Systems, Email Support, Troubleshooting, High-Volume Communication, Problem Resolution, Multitasking, Time Management, Spanish (Conversational), HIPAA Compliance Awareness
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkGig WorkLocation Preference
RemoteSalary Range
$16/hr - $18/hrTimeline
Temporary Customer Service Representative
GET COVERED NJ
09.2025 - 11.2025
Project Advisor
ANGI
03.2025 - 06.2025
Seasonal Customer Service Representative / Sales Support
SPENCER'S GIFTS / SPIRIT HALLOWEEN
09.2024 - 11.2024
Telephone Interviewer
BRAUN RESEARCH, INC.
06.2023 - 06.2024
Remote Customer Support Contractor
ARISE VIRTUAL SOLUTIONS
05.2020 - 06.2023
Order Support Representative
INTUITIVE SOLUTIONS
11.2018 - 06.2020
Seasonal Customer Service Representative
1-800-FLOWERS.COM, INC.
10.2009 - 01.2020
High School Diploma -
JIM THORPE AREA HIGH SCHOOL