Brittany Matthews
Cambridge
Summary
A highly analytical and results-driven professional with over 14 years of experience in enhancing client & stakeholder relationships by establishing trust through exceptional service and support, resulting in a reputation for driving company growth.
Overview
15
15
years of professional experience
Work History
Group Implementation & Administration Specialist
Simply Benefits
05.2025 - 06.2025
- Managed the implementation & onboarding lifecycles of over 240 new groups across Canada, from the time of Sale (final sold proposal) through to the completion of the client's first full month.
- Served as primary contact for both Advisors & clients; helping to guide them through next steps, including Master Applications, enrollments, required documentation, etc.
- Analyzed and communicated carrier contracting regulations with Advisors and clients, including any applicable provincial and federal legislation.
- Provided timelines, tracked milestones, and monitored progress with Advisors and clients to ensure internal KPIs are met, while proactively identifying & resolving any potential delays.
- Met and/or exceeded monthly department KPIs, while offering personalized support to Advisors and clients when needed.
- Organized & maintained data and filing in various internal systems.
- Participated in finalist presentations requested by the Sales Team.
- Organized & conducted platform training sessions (virtually and in-person) to Advisors and clients, including any internal department training required.
- Created improved processes between internal departments to increase efficiency.
- Collected, analyzed, and communicated client feedback to drive process improvements and regional service consistency.
- Communicated & executed renewals and amendments.
- Assisted the Underwriting Team with renewal negotiations and preparation.
- Provided ad-hoc support to any internal teams as needed.
- Benefits Specialist
- Onboarding & Implementation Specialist
Benefits Specialist
Simply Benefits
02.2025 - 05.2025
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
Onboarding & Implementation Specialist
Simply Benefits
04.2024 - 01.2025
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for clients'' businesses.
- Developed clear documentation for all implementation processes and procedures, enabling easy knowledge transfer among team members.
- Served as a subject matter expert for both internal teams and clients during the implementation process, providing guidance and clarification when needed.
Customer Solutions Coordinator
Metric Solutions (a Subsidiary Company of Simply Benefits)
02.2024 - 04.2024
- Created project outlines & timelines for operational start-up based on senior leadership targets, making sure to complete items on or before deadlines.
- Sourced, coordinated, and completed contracting paperwork with various carriers.
- Collaborated with senior leadership and the Engineering Team to design a digitized solution for the core functions of an MGA (i.e. spreadsheeting, renewal package production, storage & categorizing of carrier documents).
- Created & communication guidelines for establishing advisor relationships and service standards.
- Collaborated with senior leadership and the Marketing Team to design marketing and promotional documentation, including website content for launch.
- Provided ad-hoc support to any internal teams as needed.
Group Benefits Manager
The Integratis Group Brokerage
05.2023 - 12.2023
- Managed the Group Benefits department with a block of over 150 group benefits clients based in Canada and the USA.
- Guided and monitored a team of 3-4 people to ensure internal KPI’s were being met and/or exceeded monthly.
- Generated, implemented, audited, and modified hundreds of group benefits contracts with various insurance carriers.
- Developed & maintained strong relationships with clients and any stakeholders through high visibility, reliability, and value-added customer service.
- Executed contract renewal analysis and negotiations, by establishing contract terms, conditions, pricing, and underwriting requirements.
- Audited contracts, financial statements, and other related items to ensure accuracy and adherence to negotiated terms and conditions, underwriting requirements, and provincial legislation.
- Organized and updated client and contract data in multiple CRM systems.
- Inputted and tracked all monthly group benefits commissions and resolved any discrepancies found.
- Spearheaded the department's transition from paper-based processes and protocols to entirely electronic during the COVID-19 outbreak.
- Assisted in surpassing individual revenue targets in 2020 by 18% and in 2021 by 23%.
- Provided ad-hoc support to any internal teams as needed.
- Interim Director of Operations
- Individual Applications & Underwriting Coordinator
- Individual Coordinator
- Reception & Office Administrator
Interim Direction of Operations
The Integratis Group
08.2022 - 05.2023
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Applications & Underwriting Coordinator
The Integratis Group
02.2019 - 07.2022
- Reduced turnaround time for loan applications by effectively prioritizing and organizing tasks.
- Participated in weekly team meetings, sharing insights on best practices for improved collaboration among colleagues.
- Implemented new software tools to assist in the evaluation of risk factors, improving overall decision-making accuracy.
- Identified potential issues in loan applications early in the review process, preventing delays or denials later on.
- Enhanced underwriting process efficiency by streamlining workflow and implementing time-saving strategies.
- Developed strong relationships with brokers by providing excellent customer service and prompt responses to inquiries.
- Facilitated smooth communication between borrowers and lenders by addressing questions or concerns promptly throughout the application process.
- Contributed to the development of risk assessment guidelines, aiding underwriters in making consistent decisions across all applications.
Individual Coordinator
The Integratis Group
11.2018 - 01.2019
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
Reception & Office Administrator
The Integratis Group
10.2016 - 10.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Reconciled account files and produced monthly reports.
File Manager
First OneSite Property Restoration
02.2017 - 07.2017
- Managed the life cycle of over 32 property restoration claims/projects in Ontario at any given time by collaborating with Project Managers, Construction Managers, clients, and any internal & external stakeholders.
- Ensured all tasks and documentation for each claim were completed to specified standards by coordinating with various internal departments and external partners.
- Reviewed and monitored projects continuously to ensure all internal KPI’s were being met and/or exceeded.
- Compiled, audited, and delivered invoicing to clients for weekly billing objectives.
- Ensured that all Accounts Receivables protocols were met and worked with the Project Managers to ensure collections issues were addressed quickly.
- Managed all action plans concerning any project issues and concerns, and only escalated items to the VP when necessary.
- Maintained a high level of discretion and confidentiality with all claims.
Group Travel Administrator
Transat Holidays Tour Operator
02.2014 - 01.2017
- Answered telephone and email inquiries from global travel industry partners and clients regarding all products & services offered.
- Assisted a team of 14 Group Sales Agents with the management of thousands of group travel files.
- Processed payments, invoicing, and ticketing.
- Collaborated with destination representatives in Canada, USA, Caribbean, & Europe, to manage customer service locally and to ensure products were meeting specified expectations.
- Negotiated and composed contracts based on specific terms and condition for each product.
- Created and completed weekly client follow-ups to increase close ratios.
- Conducted new hire onboarding and training.
- Customer Care Representative
Customer Care Representative
Transat Holidays
08.2010 - 01.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Education
Account Management & Advanced Prospecting Certificate -
Canadian Professional Sales Association
01.2022
Mastering Microsoft Outlook Training - undefined
IC Formation
01.2015
Communication and Feedback Training - undefined
IC Formation
01.2015
Customer Service Excellence Certificate - undefined
University of Guelph-Humber
01.2010
Tourism Management and Travel Industry Services Diploma - undefined
University of Guelph-Humber
01.2010
Skills
- Microsoft Office Suite
- Google Workspace
- CRM systems (ACT, Salesforce)
- TELUS Adjudicare & TELUS Health
- Varying insurance carrier quotation software
- Aptitude for learning new systems
Languages
English
Full Professional
Timeline
Group Implementation & Administration Specialist
Simply Benefits
05.2025 - 06.2025
Benefits Specialist
Simply Benefits
02.2025 - 05.2025
Onboarding & Implementation Specialist
Simply Benefits
04.2024 - 01.2025
Customer Solutions Coordinator
Metric Solutions (a Subsidiary Company of Simply Benefits)
02.2024 - 04.2024
Group Benefits Manager
The Integratis Group Brokerage
05.2023 - 12.2023
Interim Direction of Operations
The Integratis Group
08.2022 - 05.2023
Applications & Underwriting Coordinator
The Integratis Group
02.2019 - 07.2022
Individual Coordinator
The Integratis Group
11.2018 - 01.2019
File Manager
First OneSite Property Restoration
02.2017 - 07.2017
Reception & Office Administrator
The Integratis Group
10.2016 - 10.2018
Group Travel Administrator
Transat Holidays Tour Operator
02.2014 - 01.2017
Customer Care Representative
Transat Holidays
08.2010 - 01.2014
Mastering Microsoft Outlook Training - undefined
IC Formation
Communication and Feedback Training - undefined
IC Formation
Customer Service Excellence Certificate - undefined
University of Guelph-Humber
Tourism Management and Travel Industry Services Diploma - undefined
University of Guelph-Humber
Account Management & Advanced Prospecting Certificate -
Canadian Professional Sales Association
Awards
‘Above & Beyond’ Award - Simply Benefits 2025, Elected Team Leader of the Customer Service Brigade - Transat Holidays 2011, 2012, 2013, 2014, Peer-elected Team Leader, representing the Customer Service department during monthly company-wide operational meetings, and also serving to help motivate and guide team members to increase sales/close ratios and enhance customer loyalty., ‘Outstanding Performance’ Award in Customer Service - Transat Holidays 2011, 2012, 2013
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