Paulo Z. Vergara
Simi Valley
Summary
Dynamic Senior Field Account Manager at UnitedHealthcare with a proven track record in client relationship management and strategic account growth. Expert in financial analysis and adept at fostering partnerships, I consistently drive service excellence and achieve high client satisfaction, ensuring seamless onboarding and retention for diverse accounts.
Overview
25
25
years of professional experience
Work History
Senior Field Account Manager
UnitedHealthcare
Cypress
01.2022 - Current
- Own the service experience of customers at the field level by working with the Central Service Team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customer’s expectations
- Develop and maintain solid relationship with internal partners in Centralized Service Team to manage customer service experience
- Fully accountable for supporting the SAE in facilitating resolution of all elevated customer service requests by working with the Centralized Service Team, and conducting customer consultations as required
- Facilitate customer meetings with the Central Service Team regularly to assess trends and keep abreast of any escalating issues and service trends
- Maintain and provide customer information to the SAE/Analyst on service trends, myuhc adoption, eServices adoption, wellness initiatives, and improvement opportunities, etc.
- Conduct meetings with customers to identify issues/trends and analyze root causes to determine corrective action steps
- Participate/support new business and finalist presentations to represent service experience or coordinate attendees from other service related areas to support SAE/AE
- Establish and maintain solid and appropriate relationships with customers to maintain persistency
- Establish and maintain Broker/Consultant relationship as needed, but primarily with customer
- Coordinate ordering of enrollment materials/directories for customers
- Coordinate resolution of pre-implementation service and eligibility issues with Implementation Management Organization
- Coordinate implementation activities such as processing transitional care cases
- Conduct enrollment meetings and customer sponsored health fairs for assigned customers (and as needed for multisite requests from other offices)
- Coordinate and deliver billing reconciliations to customers (Quarterly, Annually, or as appropriate for the customer type/size)
- Demonstrate a high level of healthcare industry knowledge as well as the customer’s specific industry
- Perform other assignments and responsibilities as required by management
Client Relationship Account Manager
The Hartford
Los Angeles
01.2018 - 01.2022
- Manage a book of business, priority accounts (approximately 90 clients); 50 to 1,000 lives
- In collaboration with Account Executives, develop proactive account activities, identify cross-sell, up-sell opportunities to promote The Hartford products and services, develop growth strategies and execute plans
- Day to day point of contact for clients and brokers, respond both professionally and promptly to all inquiries
- Manage new business or new line of coverage implementation from beginning to end
- Oversee the enrollment strategy and communication
Business Development Director/Talent Acquisition
Eagle Home Mortgage
Woodland Hills
01.2016 - 01.2018
- Responsible for developing and implementing local recruiting for the hiring and retention of Loan Officers, Production Staff and Branch Managers with Specific regions
- In collaboration with management, participated in full life cycle hiring process including sourcing, qualifying, interviewing and delivering offers in a swift and effective manner
- Developed a pool of qualified candidates from multiple resources, developed relationships with candidates, and systematically market to the candidates
- Coached hiring managers to have talent acquisition become a core competency, coordinated recruitment and retention activities with management and leadership teams
Market Specialist
Unum Group
Glendale
01.2015 - 01.2016
- Managed inbound RFP requests, while ensuring the appropriate level of detail is provided/documented in partnership with sales and underwriting
- Served as an extension of the sales teams by building and fostering effective partnerships with internal/external customers and mutual brokers
- Ensured there was excellent quality and accuracy of final proposals and sold cases, as part of the acquisition process
- Consistently operated with accountability/ownership, while delivering revenue results and focusing on a smooth onboarding client experience
- Negotiated directly with underwriting and brokers to support cross-selling opportunities
- Interacted with clients/brokers/TPA vendors on a daily basis
Account Manager
Prudential
Sherman Oaks
01.2013 - 01.2015
- Managed an assigned book of business (approximately 50 clients); 500 to 5,000 lives
- Held accountable for the successful attainment of key metrics, including target persistency and client service objectives
- Partnered closely with Regional Sales Office, Implementation Managers, and internal support resources in order to develop and effective and efficient strategy workflow for new and existing business
- Developed and managed annual client strategies to ensure persistency and profitable growth
- Lead the client renewal strategy by managing internal partner relationships, negotiating the financials with underwriting and presenting renewals to customers
- Achieved/exceeded assigned metrics for client persistency, new customer/product implementations, and customer satisfaction
- Served as a company leader and subject matter expert in the areas of RFP response development, competitive positioning and other internal key subject areas
- Worked effectively to implement new business and prepare for upcoming renewals
- Proactively identified cross-sell/up-sell opportunities with existing clients
Service Account Analyst
Lincoln Financial Group
Glendale
01.2012 - 01.2013
- Provided ongoing service/account management to clients and brokers
- Acted as a liaison for all service related issues to resolution
- Initiated enrollment coordination based upon the strategy
- Demonstrated expertise in all aspects of account data collection, system coding, and the generation of customer deliverables
- Coordinated/reviewed benefit summaries and marketing materials accurately representing the plan designs
Account Specialist
Unum Group
Glendale
01.2000 - 01.2012
- Managed an assigned book of business, with post sale activities including issues, identification and execution of block expansion strategies
- Managed ongoing customer contacts and service issues in partnership with Underwriting
- Managed new business issues and delivery processes, including data collection and integrity, quality of deliverables and process cycle times
- Partnered with the development and identification of block customer relations expansion strategies to achieve in force block growth goals
Skills
- Client Relationship Management
- Strategic Account Growth
- Sales and Business Development
- Communication & Presentation
- Project & Team Management
- Financial & Data Analysis
- Industry & Product Knowledge
Insurance License
CALIFORNIA INSURANCE LICENSE # 0F26297
Licenses Certifications Accomplishments
- Active Life and Health Agent California License
- Certified Mentor
- Above and Beyond and Professional Recognition Program Awards
- Peer to Peer Awards
Timeline
Senior Field Account Manager
UnitedHealthcare
01.2022 - Current
Client Relationship Account Manager
The Hartford
01.2018 - 01.2022
Business Development Director/Talent Acquisition
Eagle Home Mortgage
01.2016 - 01.2018
Market Specialist
Unum Group
01.2015 - 01.2016
Account Manager
Prudential
01.2013 - 01.2015
Service Account Analyst
Lincoln Financial Group
01.2012 - 01.2013
Account Specialist
Unum Group
01.2000 - 01.2012
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