Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Naajia Khan

Lincoln,CA

Summary

Dynamic professional with extensive experience at Aetna, specializing in conflict resolution and data analysis. Led initiatives that improved communication and optimized services, resulting in a 20% increase in team performance. Skilled in training and development, utilizing bilingual proficiency in Hindi to enhance customer relationships and implement process improvements.

Overview

18
18
years of professional experience

Work History

Service Advocate

Aetna
lincoln, California
06.2025 - Current
  • Collaborated with internal departments and stakeholders to resolve complex issues.
  • Educated members on benefits, services, and health management programs.
  • Led initiatives to enhance communication between members and service teams.
  • Analyzed customer feedback to identify trends and recommend process improvements.
  • Facilitated workshops to boost team performance and knowledge sharing.
  • Maintained accurate records of customer interactions for effective follow-up.
  • Conducted research on industry best practices to refine existing processes.
  • Utilized software applications to process orders, generate invoices, and manage service requests.

Supervisor

Maximus
Remote, CA
01.2021 - Current
  • Leading and problem solving for efficacy
  • Manage employee performance
  • Hiring Management
  • Operational Management
  • Manage workloads
  • Policy and Procedure Development
  • Quality Assurance

Customer Service Representative

Aetna
Lincoln, CA
07.2024 - 06.2025
  • Provided exceptional support to customers via phone and email communication.
  • Resolved customer inquiries efficiently using company-specific software systems.
  • Collaborated with team members to enhance service delivery and customer satisfaction.
  • Educated customers on product features and troubleshooting techniques effectively.
  • Handled escalated issues by employing active listening and problem-solving skills.

Loss Prevention Specialist

Ross
Rocklin, CA
08.2016 - 01.2021
  • Facilitated and implemented strategies/programs for loss prevention
  • Reported with recommendations for improvements
  • Facilitated Training
  • Developed and launched on-site training seminars

Receptionist

Ami
Remote, CA
06.2007 - 08.2016
  • Scheduled and confirmed appointments
  • Answered and managed telephone system
  • Checked in visitors and directed as appropriate
  • Drafted professional memos, letters, and marketing objectives
  • Inventory
  • Internal/External Mail

Education

Sierra College
Rocklin, CA

Diploma -

Horizon Charter School
Lincoln, CA

Skills

  • TRAINING AND DEVELOPMENT
  • CONFLICT RESOLUTION
  • MICROSOFT OFFICE
  • SELF-MOTIVATED
  • ADAPTABLE
  • COMMUNICATION
  • PLANNING
  • LEADERSHIP
  • PUBLIC RELATIONS
  • DETAIL-ORIENTATED
  • BILINGUAL (HINDI)
  • Customer relationship management
  • Data analysis
  • Service optimization
  • Communication enhancement
  • Conflict resolution
  • Training development
  • Performance evaluation
  • Complex Problem-solving
  • Adaptability
  • Active listening
  • Team collaboration
  • Assertiveness
  • Personal service background

References

References available upon request

Timeline

Service Advocate

Aetna
06.2025 - Current

Customer Service Representative

Aetna
07.2024 - 06.2025

Supervisor

Maximus
01.2021 - Current

Loss Prevention Specialist

Ross
08.2016 - 01.2021

Receptionist

Ami
06.2007 - 08.2016

Sierra College

Diploma -

Horizon Charter School

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