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
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
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
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
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
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