Aja Fuel
Summary
Results-oriented Collections Specialist with 3+ years of experience managing high-volume call activity and efficiently resolving account issues. Expertise in negotiation and conflict resolution ensures compliance while enhancing customer satisfaction. Demonstrated success in remote settings, consistently delivering professional service and achieving performance goals.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Health Insurance Agent
Exact Medicare Benefits Group
12.2022 - Current
- Educated Medicare beneficiaries on selecting Medicare Advantage, Supplement, and Prescription Drug Plans to meet healthcare and financial requirements.
- Conducted one-on-one consultations and needs assessments, guiding clients through compliant enrollment processes to enhance accuracy and client satisfaction.
- Worked independently in remote environments, effectively managing tasks without direct supervision.
Medicare Enrollment Specialist
NexRep (Public Partnership New York)
12.2023 - 02.2025
- Guided clients through affordability assessments and payment responsibilities, enhancing enrollment understanding
- Conducted consultations on costs, coverage options, and financial decisions, enabling informed choices
- Built trust with clients, influencing decisions and securing enrollments through effective communication
- Maintained strict compliance while handling sensitive financial and personal information
- Managed high call volumes while maintaining professionalism and meeting daily performance targets
Customer Service Representative/ Chat Support
Intuit Turbo Tax
03.2022 - 08.2023
- Managed 80+ daily inbound calls and chats, addressing customer account issues and payment concerns to enhance satisfaction
- Resolved billing questions and guided customers toward account completion, improving successful transaction rates.
- De-escalated frustrated customers and navigated sensitive financial discussions, ensuring a professional and supportive experience
- Maintained performance metrics including AHT, CSAT, and first-call resolution in a fast-paced environment
- Proficient in multi-system navigation while on live calls
Education
Highschool Diploma -
Hollywood Highschool
1521 Highland Ave, Los Angeles, CA 9002806-2019
Skills
- Policy analysis
- Coverage Explanation
- Client Advocacy
- Customer Service
- Technical Support
- Inquiry handling
- Telephonic assistance
- Live chat support
- CRM Systems
- Troubleshooting
- Collections and negotiations
- Performance improvement
- Problem-Solving
- Conflict Resolution
- Software Navigation
Certification
- AHIP Certification
- UHC Certifications
- 215 Life, Health, and Variable Annuity license
- Real Estate License
Accomplishments
- Recognized for high-quality customer service and client satisfaction
- Maintained strict compliance with CMS guidelines in regulated environment
- Consistently met call center performance metrics (AHT, CSAT, FCR)
Timeline
Medicare Enrollment Specialist
NexRep (Public Partnership New York)
12.2023 - 02.2025
Health Insurance Agent
Exact Medicare Benefits Group
12.2022 - Current
Customer Service Representative/ Chat Support
Intuit Turbo Tax
03.2022 - 08.2023
Highschool Diploma -
Hollywood Highschool