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. Dedicated Health & Benefits professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
Work History
Client Services Manager
Telus Health
06.2020 - Current
- Successfully managed and cultivated client relationships
- Managed and delivered out-of-scope projects, leading to increased revenues.
- Handled the management, calculation, and delivery of comprehensive service level agreement reporting and presentation decks to client every quarter.
- Responsible for managing, reconciling and delivering weekly pension funding to trustee
- Effectively coordinated the management, creation, and delivery of large volumes of letters/correspondence.
- Facilitated adherence to service level agreements by providing regular and ad hoc data/reporting to internal business analysts and leaders
- Tested and deployed ongoing plan modifications
- Delivered standard and custom monthly reports to clients.
Sr. Client Services Analyst
Mercer Health & Benefits LLC
04.2009 - 12.2013
- Successfully executed the management and delivery of carrier files on a regular schedule
- Effectively addressed and resolved escalated issues from clients and employees
- Provided extensive knowledge as a Subject Matter Expert for health benefits
- Assisted in the execution of new client sales, implementation, and annual enrollment initiatives
- Supported and implemented Six Sigma corporate initiatives.
- Created and maintained operational procedures
Service Center Team Leader
Mercer Health & Benefits LLC
01.2007 - 03.2009
- Oversaw the performance and productivity of a team consisting of 20 to 40 representatives
- Optimized customer experience by successfully meeting and exceeding all client service level agreements
- Developed reporting and metrics to assess performance
- Designed and conducted effective onboarding sessions for new employees at various sites
- Conduct ongoing training and mentoring for new and experienced representatives in various lines of business for multiple clients.
- Conducted and delivered monthly performance reviews.
Customer Service Representative
Mercer Health & Benefits LLC
02.2005 - 12.2006
- Efficiently handled incoming calls from extensive client base and various business sectors
- Delivered extensive training and mentorship support to new team members
- Addressed and resolved customer complaints and escalations promptly
- Process customer transactions across multiple lines of business for multiple clients.
Education
Business Administration
Framingham State University
09.2002
Business Administration And Management
University of Massachusetts - Amherst
09.1999
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
06.2020 - 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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