Maisha Chester, CPC
Tampa,FL
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Operations Support Specialist
Frontier Communications
07.1997 - 11.2023
- Provided guidance and mentorship to junior staff members, fostering a supportive work environment conducive to professional growth.
- Identified areas for improvement in current processes, proposing innovative solutions that led to cost savings and increased efficiency.
- Served as a liaison between various departments within the organization, facilitating open communication channels for seamless collaboration on shared initiatives.
- Conducted regular audits of operational procedures for compliance with industry regulations and company policies, mitigating potential risks before they escalated into larger issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained staff on operating procedures and company services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Demonstrated dedication to client satisfaction by consistently delivering high-quality work that exceeded expectations.
Education
Certified Professional Coder A - Medical Coding And Billing
Erwin Technical College
Tampa, FL02-2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Conflict resolution
- Call center operations
- Order processing
- Knowledge of ICD-10-CM, CPT and HCPCS coding guidelines, Center for Medicare and Medicaid Services, American Health Information Management and American Academy of Professional Coders code of ethics
- Prioritization
- Competence with MS Office software
Audit reporting
Analytical thinking
Multitasking
Certification
- Certified Professional Coder (CPC) - American Academy of Professional Coders (AAPC).
Timeline
Operations Support Specialist
Frontier Communications
07.1997 - 11.2023
- Certified Professional Coder (CPC) - American Academy of Professional Coders (AAPC).
Certified Professional Coder A - Medical Coding And Billing
Erwin Technical College
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