Brian Caniff
Auburn,NH
Summary
Highly motivated service delivery professional with over 12 years of experience in a high-paced, deadline driven environment. Track record of building and maintaining relationships with colleagues and clients to achieve shared goals and results.
Overview
20
20
years of professional experience
Work History
Client Services Manager
Telus Health
06.2019 - Current
- Build and maintain strong client relationships
- Manage and deliver out-of-scope projects for increased revenues
- Manage, calculate and deliver robust service level agreement reporting and presentation decks to client every quarter
- Manage, reconcile and deliver weekly pension funding to trustee
- Manage, create and deliver large volumes of letters/correspondence
- Provide daily and ad hoc data/reporting to internal business analysts and leaders to facilitate service level agreement adherence
- Test and implement ongoing plan changes
- Create and deliver standard and custom reports monthly to clients.
Sr. Client Services Analyst
Mercer Health & Benefits LLC
04.2009 - 12.2013
- Manage and deliver weekly/monthly carrier files
- Manage and resolve client and employee escalations
- Subject Matter Expert for health benefits
- Supporting new client sales, implementation and annual enrollment projects
- Supporting/implementing Six Sigma corporate initiatives.
- Create and maintain operational procedures
Service Center Team Leader
Mercer Health & Benefits LLC
01.2007 - 03.2009
- Manage team of 20 to 40 representatives
- Manage service delivery to exceed client service level agreements
- Create reporting and metrics to measure performance
- Create and deliver new hire training across multiple locations
- Ongoing training and mentoring for new and tenured representatives across multiple lines of business for several clients
- Deliver monthly performance reviews.
Customer Service Representative
Mercer Health & Benefits LLC
02.2005 - 12.2006
- Answered incoming call volumes across large client base and for multiple lines of business
- Provide training and ongoing mentorship to new team members
- Resolve customer complaints/escalation in real-time
- Process customer transactions across multiple lines of business for multiple clients.
Education
Business Administration
Framingham State University
Framingham, MABusiness Administration And Management
University of Massachusetts - Amherst
Amherst, MA09.1999
Skills
- Process Improvements
- Data Analysis
- Multitasking Abilities
- Excellent Communication
- Adaptability-Flexibility
- Problem Solving
- Staff Training
- Project Oversight
- Report creation
- Teamwork and Collaboration
Timeline
Client Services Manager
Telus Health
06.2019 - Current
Sr. Client Services Analyst
Mercer Health & Benefits LLC
04.2009 - 12.2013
Service Center Team Leader
Mercer Health & Benefits LLC
01.2007 - 03.2009
Customer Service Representative
Mercer Health & Benefits LLC
02.2005 - 12.2006
Business Administration
Framingham State University
Business Administration And Management
University of Massachusetts - Amherst
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