CHRISTY ZANONI

• Initiated proactive outbound retention program to increase upsells.
• Reduced revenue losses by effectively addressing customer needs and complaints.
• Improved processes and products by clearly communicating customer feedback.
• Resolved issues through comprehensive investigations of customer concerns.
• Identified product malfunction causes and issued credits to affected customers.
• Referred unresolved grievances to appropriate departments for thorough investigation.
• Responded promptly to inquiries from customers, vendors, and staff, fostering strong relationships.
• Trained staff on best practices for effective customer engagement and support.

Maintained CSAT, ESAT, and NPS scores above industry standards.

• Secured and processed homeowners insurance for loan closings, adhering to current insurance industry guidelines
• Top 1% of my department for quality and production metrics
• Developed audit process, enhancing quality and reducing errors by 25%
• Effectively communicated with bankers, clients, and insurance agents using excellent written and verbal communication methods
• Provided excellent client care by perceptively answering any inquiries from clients via phone, chat, email, or other mediums
• Coordinated with teams to update them on loan status, ensuring smooth communication
• Understood how the different teams in servicing impact the client experience and changed communication tactics based on the information received

• Transcribed radiology reports for a large group of physicians in five outpatient clinics with 99% accuracy meeting stringent deadlines
• Collaborated with physicians to ensure quality reporting for ICD-10 guidelines and STAT reporting.
• Identified and followed up with physicians on inconsistencies and errors in transcribed reports to ensure accuracy
• Converted transcribed diagnostic test results and procedures into formats for efficient physician review
• Edited reports and troubleshot difficult dictation to support new employee training
• Maintained strict adherence to HIPAA guidelines to protect patient privacy and confidentiality