Vusa Gumpo
Toronto,ON
Summary
An experienced Relationship Manager with over a decade of progressive experience in third party Health Insurance Administration, Medical Claims processing and SaaS solutions. Adept at building relationships with C-Suite, Mid Management and operations counterparts geared at driving customer, revenue growth and client retention.
Overview
15
15
years of professional experience
Work History
Relationship Manager
Nordic Insurance Software
Toronto, ON
04.2022 - 11.2023
- Communicated regularly with North American client base to determinate needs, evaluate current product use and cross-sell products
- Planned and implemented system software upgrades inline with internal roadmap development cycle
- Facilitated periodic client steering committee sessions with internal and external C-suite representatives
- Coordinated periodic fit gap analyses to identify opportunities to refine products and improve business processes leveraging software suite
- Monitored software contract license timelines for renewals and potential amendments
- Facilitated workshops and seminars to educate customers on product feat8ures and benefits
- Supported Chief Commercial Officer with lead qualifying and sales pipeline reviews
- Served as appointed as company representative with the Travel Health Insurance Association of Canada (THIA) and served as a member of their Tech Innovation Committee
Senior Client Manager
UnitedHealthcare
Toronto, ON
05.2016 - 04.2022
- Managed a portfolio of 12 insurer clients and assistance companies based in North America, Europe, India, and the Middle East
- Maintained a 75%+ NPS score and 100% client retention
- Increased customer satisfaction by identifying business process gaps and implemented practical solutions geared at addressing those
- Partnered with sales and senior leadership to provide product and service related responses for several RFP proposals for new and existing clients
- Leveraged internal business partners and authorized vendors to ensure functional approaches meet business needs and contractual requirements
- Facilitated the successful onboarding, training and implementation of new clients
- Leveraged data and market trends to aide in the review and design of medical and pharmacy plans for existing clients and prospects
- Assisted clients with compliance, audit and reconciliation requests either at pre-determined intervals or on an ad-hoc basis
Senior Client Advocate
United Healthcare Global
Toronto, ON
04.2014 - 05.2016
- Supervised client advocate team of 8 individuals tasked with handling day-to-day client initiated email and phone queries
- Continuously assessed resource allocation to ensure that service levels aligned with executed agreements
- Provided periodic coaching and mentoring in-line with predetermined employee growth goals as well as performance indicators
- Delivered presentations focused on customer service performance and business process improvement initiatives
- Assisted with assigning and staffing client advocates for new customers based on skill, language, and logistical requirements
- Engaged with senior leadership to design and execute strategic approaches aimed towards customer satisfaction and revenue growth
- Executed all new onboarding and implementation activities for marquee product (Hygeia)
Client Advocate
United Healthcare Global
Toronto, ON
03.2009 - 04.2014
- Communicated effectively with assigned group of 8 insurer and assistance clients to resolve issues submitted via email and phone calls
- Executed first call resolution of client escalations in with assistance from internal business partners
- Designed workable short- and long-term solutions for customers to ensure customer satisfaction and business continuity
- Tasked with first level troubleshooting of client portal issues and generating IT tickets for complex issues raised by customers
- Facilitated client demos for new, existing, and prospective clients as well as trained new employees on customer facing tools
- Identified operational gaps and provided feedback to team members regarding improvement strategies
Education
High School Diploma -
CALC Secondary School
Toronto, ON05.2002
Skills
- Customer Portfolio Management
- Client Engagement
- Issue Resolution
- Strategic Planning
- Value Selling
- Service Support
- Relationship Building
- Customer Education and Consulting
- Product Knowledge
- Active listening and communication
Affiliations
Travel Health Insurance Association of Canada
Timeline
Relationship Manager
Nordic Insurance Software
04.2022 - 11.2023
Senior Client Manager
UnitedHealthcare
05.2016 - 04.2022
Senior Client Advocate
United Healthcare Global
04.2014 - 05.2016
Client Advocate
United Healthcare Global
03.2009 - 04.2014
High School Diploma -
CALC Secondary School