David Zaccardo

Job Summary:
As a Client Service Unit Specialist III at KPNW, I support the growth and retention of members through expert resolution of complex service issues. My role involves serving as a subject matter expert, providing strategic insights and solutions for high-level issues and contributing to system-wide policy improvements and service enhancements.

Key Responsibilities:
• Complex Problem Resolution and Decision Making: Handled and resolved critical service issues, applying strategic thinking and sound judgment to develop solutions that maintain client satisfaction while adhering to organizational policies.
• Relationship Management and Retention: Fostered and strengthened relationships with key internal and external stakeholders, enhancing trust and maintaining high retention levels through exceptional service delivery.
• Data-Driven Process Improvement: Analyzed trends and performance data to pinpoint areas needing improvement. Lead collaborative efforts with cross-functional teams to streamline processes and increase operational efficiency.
• Policy Development and Knowledge Sharing: Possess an advanced understanding of industry regulations and best practices, which I regularly share with internal teams.
• Project Leadership and Initiative Implementation: Spearheaded projects designed to enhance the member experience, ensuring they align with broader organizational goals and are implemented successfully.

Key Achievements:
• Enhanced Member Satisfaction: Have successfully led initiatives that significantly improved member satisfaction and retention, demonstrating enhanced loyalty.
• Operational Excellence: Contributed in redesigning service processes, achieving substantial reductions in issue resolution times and improvements in service quality.
• Policy Reform: Have worked diligently, contributing to adjustments in policies that better meet client needs and comply with regulatory standards, thus enhancing our service compatibility and compliance.

Skills Developed:
• Expertise in Healthcare Administration and Client Services: Have developed an advanced understanding of healthcare policies and client service management.
• Analytical and Strategic Planning Capabilities: Am skilled in using data to inform strategic decisions and enhance service offerings.
• Leadership and Collaborative Skills: Leadership skills have been honed, effectively collaborating with internal staff and departments to achieve organizational objectives.

• Built customer loyalty and retention by delivering excellent customer service.
• Effectively communicated to Spanish speaking customers and resolved all issues while maintaining positive attitude.
• Developed strong rapport with customers and created positive impression of business.
• Educated members on product information and explained the benefits of the product or service.
• Answered customer questions about health and wellness products and services, helped locate merchandise and promoted key items.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Strengthened relationships with current accounts through consistent and frequent communication.
• Developed basic knowledge of client from business, industry and competitive perspective.
• Evaluated trends to understand competitive environments and assess current strategies.
• Produced monthly reports using advanced Excel spreadsheet functions.

• Designed specific workout systems for individual clients based on performance ability.
• Developed, planned and led personal and group fitness sessions as well as well-known specialty fitness programs.
• Grew customer base through word-of-mouth referrals based on customer satisfaction and results.
• Educated customers through creative presentations about health and personal benefits of services.
• Built customer loyalty by executing effective completion of training initiatives.
• Executed improvements through scheduling processes across 30 client calendars and wellness plans

• Developed organization systems for personal fitness plans, records and contracts.
• Elevated customer satisfaction ratings by managing issues for speedy resolution.