VALERIE VERFUSS

A results-driven leader with over 20 years of experience in account management, sales and business development with the supplemental health insurance industry. Currently serving as Director of Account Management for Cigna's Supplemental Health products, responsible for organization performance across the Northeast & Midwest territories. Adept at executing tactical plans to drive growth, retention, and market earnings with a proven ability to manage teams, develop talent and deliver consultative solutions that enhance client relationships. Skilled in aligning cross functional teams, leveraging data-driven insights and crafting strategic initiatives to support client success and business growth.

• Enterprise Business owner & Key leader with ITT collaboration,
  spearheaded the transformation of a client management tool for
  Cigna’s Supplemental Health Division. This project involved
  migrating from a manual Excel-based worksheet to a robust
  Oracle-based Client Relationship Management (CRM) tool that
  now serves as the central “source of truth” for the entire Cigna
  Enterprise.
  The new CRM system is designed to track and manage critical
  business metrics, including growth and retention, cross sell
  opportunities, underwriting needs, and daily servicing and
  escalations. It enables real-time tracking and reporting of client
  interactions and performance, offering enhanced visibility into
  account health. By integrating data and streamlining processes,
  this tool empowers the account management and executive teams
  to make informed decisions, improve client engagement and drive
  business results. This system’s functionality also extends to
  identifying retention risks, as well as opportunities for
  upsell/expansion, ensuring alignment with key business objectives,
  and supporting day to day needs of various stakeholders, from
  operations to underwriting. This comprehensive, data driven tool
  is now fundamental to the operation and success of the
  Supplemental division, supporting strategic growth and client
  satisfaction enterprise wide.

• In the wake of the divestiture of the Cigna LAD Group block was
  appointed to a primary team tasked with building the entire
  account management and account executive teams from the
  ground up. This involved managing over 2000 client accounts and
  collaborating closely with all matrix partners to establish seamless
  operational framework.
  Key responsibilities including creating and defining job
  descriptions, compensation structures, and processes for the newly
  formed teams. I worked extensively with senior leadership and
  cross-functional stakeholders - spanning underwriting, operations,
  product, marketing, and technology to ensure alignment across the
  departments and successful integrations of systems and
  workflows. This project was critical in maintaining continuity for a
  vast client base, ensuring smooth transition post divestiture while
  establishing a high performing team structure that supported client
  retention, service excellence and strategic growth across the
  Supplemental Health Division.
  
• As part of the Account Executive Management team helped lead
  the successful migration of over 2,000 supplemental health clients
  to a new underwriting paper, and servicing platform following the
  divestiture of CIGNA’s LAD group block business to New York Life.
  This complex project required careful coordination with
  underwriting, operations, and client management to ensure a
  smooth transition for clients.
  Assisted with the strategic planning and execution of the migration,
  ensuring all client contracts were aligned with our established
  underwriting guidelines, state specific regulations and that service
  levels were maintained throughout the process. My team played a
  critical role in communicating changes to clients, addressing
  concerns, and providing consultative support to facilitate a
  seamless transition.
  This project was vital in preserving the client relationships,
  mitigating risk, and ensuring the transition to the new framework
  did not disrupt day to day business operations or negatively impact
  client satisfaction. Through effective leadership and collaboration
  with matrix partners we maintained business continuity and
  supported the long term success of the Supplemental Health
  Division.