Aja Fuel
Riverview
Summary
Dynamic customer service professional with over three years of diverse experience in healthcare, technical support, and hospitality. Expertise in navigating complex processes and ensuring compliance while delivering empathetic, tailored solutions that enhance customer satisfaction. Committed to maintaining professionalism and adaptability in remote roles.
Overview
4
4
years of professional experience
Work History
Health Insurance Agent
Exact Medicare Benefits Group
01.2023 - Current
- Educated Medicare beneficiaries on selecting suitable Medicare Advantage, Supplement, and Prescription Drug Plans aligned with healthcare and financial needs.
- Provided one-on-one consultations and conducted needs assessments while guiding clients through compliant enrollment processes to ensure accuracy and satisfaction.
- Followed up with clients and maintained compliance with CMS guidelines while staying current with carrier training and certifications, including AHIP and UHC.
Medicare Enrollment Specialist
NexRep (Public Partnership New York)
01.2024 - 03.2025
- Handled inbound and outbound calls to assist Medicare-eligible clients with enrollment, ensuring accurate application completion in compliance with government regulations.
- Educated Medicare members on self-directed care programs, guiding them through provider enrollment processes for improved understanding and access.
- Guide customers through the healthcare application process using proprietary software to submit and track enrollments.
- Delivered clear guidance to customers navigating complex healthcare options, enhancing their decision-making and confidence.
Customer Service Representative/ Chat Support
Intuit Turbo Tax
04.2022 - 09.2023
- Guided customers through software navigation, login troubleshooting, and tax document imports via phone and chat, enhancing user experience.
- Advised customers on tax-related inquiries while upholding compliance with company policies, fostering trust and reliability.
- Ensured high customer satisfaction through clear, empathetic, and solution-focused interactions, contributing to overall service excellence.
- Managed a high-volume call environment while maintaining adherence to key call center performance metrics such as first-call resolution (FCR), customer satisfaction (CSAT), and average handle time (AHT).
- Partnered with other Intuit teams including Subject Matter Experts (SMEs) and Marketplace Performance Specialists (MPS) to deliver top-tier customer support.
Education
Highschool Diploma -
Hollywood Highschool
1521 Highland Ave, Los Angeles, CA 9002806-2019
Skills
- Customer Service
- Technical Support
- Inquiry handling
- Policy Discussion
- Phone support
- Live chat support
- Troubleshooting
- Software Navigation
- Sales Performance Analysis
- Performance improvement
- Problem-Solving
- Conflict Resolution
Timeline
Medicare Enrollment Specialist
NexRep (Public Partnership New York)
01.2024 - 03.2025
Health Insurance Agent
Exact Medicare Benefits Group
01.2023 - Current
Customer Service Representative/ Chat Support
Intuit Turbo Tax
04.2022 - 09.2023
Highschool Diploma -
Hollywood Highschool