Paula M. Sousa has over 25 years of experience in customer service and management roles in the insurance industry. She is currently a Client Manager at Unum in Boston, where she manages a portfolio of 250 clients and acts as the primary relationship manager. Previously, she held roles with increasing responsibility at Unum, including Customer Service Manager, Account Consultant, and Customer Service Representative. She has a proven track record of strong client retention and revenue growth.

1. Paula M. Sousa
200 Hampshire Street Email: tpsousa@comcast.net
Methuen, MA 01844 Phone: 617-470-7194 (cell)
OBJECTIVE As a results-driven professional with exceptional problem-solving skills and cognitive
capabilities, I am seeking a position where I can demonstrate my commitment to
developing innovative ideas and solid solutions in Customer Service, through my
Management and Client Management experience.
PROFESSIONAL EXPERIENCE
Unum, Boston, MA 02110
Client Manager: 3-1-2013 - present
• Delivers pre and post sale client management, education, development, growth and retention for
core market block. Current block consists of 250 clients between 200 to 2000 lives.
• Act as the primary integrated relationship manager for brokers, enrollment firms, and customers
by developing and maintaining personal connections and providing excellent customer service.
• Manage the oversight, coordination, and implementation of all customer deliverables as well as
effectively navigate and communicate escalated employer challenges such as customer support
issues, claims, billing, mergers, acquisitions, layoffs, and reorganizations that could potentially
affect Unum’s relationship with the client.
• Identify and communicate renewals, re-enrollments, and potential solutions to health care gaps
through financial and trend analysis.
• Develop and execute customer business plans to grow revenue and retain customers in
partnership with Sales and Underwriting.
• Escalate customer support - coordinates communication with Home Office (i.e., billing, claims, Broker
Comp Services, etc.)
• Extensive use of Salesforce for Customer Resource Management.
Customer Service Manager: 10-1-2000 – March 2013
• Managed local service metrics related to persistency, inforce growth, new case cycle times, and
data integrity.
• Managed the operational procedures and processes that impact overall customer satisfaction to
ensure consistency within the service organization.
• Communicate office level trends to the Director of Service and establish a plan for service
improvements.
• Maintained strong partnerships with Portland based Managers, weekly meetings with Unum call
center manager to review metrics, service level and issues/trends to improve on our overall
customer service goals.
• Provided direction and expertise for the coordination and successful execution of enrollment and
re-enrollment strategies.
• Managed a team of 27 direct reports, which were responsible for the Sales and Service support of
all Unum’s products.
• Responsible for monthly one on one meetings, midyear and annual reviews, merit increases and
performance management.
• Managed office budget and office paid time off bank.
• Responsible for office downsizing - reorganized unit from 27 employees to 20 while maintaining
service levels and transitioning work from field to home office departments.
• Partner with Sales team to identify and solicit cross sell opportunities to increase Unum’s overall
block of business.
• Covered as interim Director of Service for 6 months as new candidate was being hired.
• Strong skills in Customer Service from loyalty, technical and marketing perspectives.
• Partner with Director of Service, Senior Market Manager and Market Manager in managing a staff
of 60+ employees in Sales and Service.
Account Consultant: 8-1-1999 – 10-1-2000
• Establish and maintain relationships with 400 accounts. Facilitate client meetings to provide
information concerning changes in benefit programs, answer specific claim, accounting, renewal,
and administration questions.
• Design and implement customer retention strategy for each account between 500-1999 lives
within core/large market territory.
• Identify potential new lines of coverage and growth opportunities to existing accounts. In
partnership with sales team.

2. • Collaborate with sales team to deliver annual renewals; including presenting claims experience,
underwriting data, on-line trend analysis reports, and return-to-work methodology.
• Sustain large block of business with high levels of customer service and through the effective
resolution of account problems.
Customer Service Representative: 1-1-1995 – 8-1-1999
• Managed the new business issue and delivery process including data collection and integrity,
quality of deliverables, and process cycle times.
• Managed ongoing customer contacts and service issues for a block load of 900+ clients including
conducting face-to-face visits.
• Partnered with Sales Representative on development and identification of block expansion
strategies to positively impact block growth targets.
• Mentored and trained service and sales support teams by conducting product training review
sessions and examinations.
• Manage new business issues and delivery processes (including data collection and integrity &
quality of deliverables) to achieve completion within cycle time targets.
• Resolve escalated customer issues while adhering to expected turn around times.
Service Assistant: 5-28-91 – 1-1-1995
• Establish and manage customer contact from time of initial administrative data collection through
creation and delivery of contract, first bill, and booklets while managing ongoing customer
contact and service issues in partnership with the Customer Contact Center.
• Worked with two Designated Account Consultants in regard to all administrative tasks, such as
typing, filing, date entry, and new case file set up.
• Develop and create Marketing materials including Power point presentations, Webex, and Pre-
Marketing pieces for numerous finalist and client meetings.
• Educate customers via benefit fairs and other policy holder specific events to ensure
understanding of administrative procedures (including billing, claims, and enrollment) along with
setting appropriate expectations with regards to these processes.
• Coordinate enrollment strategy and the enrollment process with broker, Unum Enrollment,
Enrollment Manager and Sales Consultant.
Computer Skills:
Microsoft Office (Excel, Word, PowerPoint, Outlook), Salesforce.
EDUCATION & ACHIEVEMENTS
Massachusetts, New Hampshire and Rhode Island Life, Health, and Accident Producer’s license certified
Received Management Leadership Award in 2010
Winner of the Boston Best of Service award in 2003 and 2004
Member of five-time Office of the Year Award winner (Boston – 1997, 1998, 2000, 2003, 2005)
2013 Above and Beyond Employer Support of Guard and Reserve
2014 Client Manager Million Dollar Club
2014 Client Expansion Club
2015 Client Expansion Club
References Furnished Upon request