Mark MacKeen
Winnipeg,MB
Summary
Experienced Fair Practiced Analyst and Fair Practices & Customer Relations Coordinator bringing 15+ years of quality performance in resolving and responding to customer concerns raised through various channels. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Comfortable in addressing customers who have reported negative experiences and working to ensure their concerns are resolved in as fair a way as possible.
Overview
22
22
years of professional experience
Work History
Fair Practices & Customer Relations Coordinator
Manitoba Public Insurance
01.2023 - Current
- Provide guidance and oversight into the investigation of, resolution, and response to concerns raised by customers, through different channels.
- Monitor customer service standards ensuring a high quality response is provided to our customers.
- Identify root causes of customer complaints, and make recommendations to mitigate future repeated incidents where possible.
- Maintain accurate records of all client interactions, facilitating effective tracking and resolution of issues.
- Recruit, train, and provide ongoing support to team members, while at the same time, offer regular feedback in regards to professional development and performance opportunities.
- Conduct regular performance evaluations, in both informal and formal settings.
Fair Practices Analyst
Manitoba Public Insurance
10.2009 - 01.2023
- Challenged aspects of MPI's business brought forward by our customers and different stakeholders.
- Challenged positions taken by staff and regularly assessed the appropriateness and fairness of MPI policies, procedures, and legislation.
- Investigated complex and sensitive concerns and enquiries, and determined feasible alternative solutions, and presented them in a clear and comprehensive report.
- Worked directly with customers and stakeholders to understand concerns, and explain business rules and rationale for them in an understandable way.
- Researched and interpreted statutes, regulations, policies, and procedures that affect MPI's business and operations.
- Developed, maintained, and fostered working relationships with internal and external contacts.
Customer Relations Officer
Manitoba Public Insurance
09.2007 - 10.2009
- Coordinated the response and resolution of complex and sensitive customer complaints related to any aspect of MPI's business, and to requests for statistical information.
- Researched, analyzed, and evaluated enquiries in an effort to seek resolution, through consultation with various levels of management, and instigated, arranged and/or negotiated revisions concerning individual claims or service matters.
- Responded to enquiries on behalf of the organization, the Minister responsible for MPI, and the Executive.
- Attended public meetings, Public Utilities Board meetings, and other public events as needed to provide customer relations services.
Claims Adjuster
Manitoba Public Insurance
11.2003 - 09.2007
- Adjusted all types of physical and property damage claims.
- Met with customers to obtain facts for the investigation to assess liability and confirm coverage for physical damage claims.
- Worked collaboratively with other adjusters to settle liability.
- Interacted with repair shops and customers to return vehicles to their pre-accident condition, or assessed the vehicle's pre-accident value and negotiated settlement of total loss claims when a vehicle was not repairable.
- Processed payments and coordinated the entire physical damage claim lifecycle.
- Acted as a senior adjuster. Adjusted complex and highly sensitive vehicle and property physical damage claims. Coordinated daily activities of adjusters, ensured efficiency, and a high level of service. Assisted with training adjusters, and supported quality assurance through routine audits of the adjusters' claims.
Clerk
Manitoba Public Insurance
02.2002 - 11.2003
- Performed repetitive and routine clerical duties of limited complexity, in accordance with established service standards, procedures and business rules, while gaining an understanding of the functions of the claims department.
Education
Chartered Insurance Professional
Insurance Institute of Canada
Winnipeg, MBLearning To Lead: Developing Leadership Skills
Percipio
Online07.2023
Leadership Agility
Carlson Consulting Services
Winnipeg, MB03.2023
White Belt Training - VILT
Canadian Manufacturers And Exporters
Winnipeg, MB07.2022
Skills
- Excellent knowledge of applicable legislation
- Excellent knowledge of corporate policies, procedures, and standards that impact the public
- Strong analytical skills
- Demonstrated high-level writing techniques
- Strong interpersonal, negotiation, and diplomacy skills
- Excellent oral and written communication, with an ability to modify communication to suit different audiences
- Ability to work independently, and lead in a team environment
- Ability to provide service in a manner which shows sensitivity, tact, and professionalism
Languages
English
Additional Information
I am strongly committed to my community, having, and continuing to volunteer as a coach and hockey director at my community centre, and with the Assiniboine Park Hockey Association. Through this role, I have helped with the formation of 47 minor league hockey teams on an annual basis, organized First Shift programming, which is a program sponsored by Hockey Canada and Bauer Hockey, coordinate hockey tournaments, which have raised almost $20,000 for the community centre, and participated in a plethora of other community related hockey activities.
Timeline
Fair Practices & Customer Relations Coordinator
Manitoba Public Insurance
01.2023 - Current
Fair Practices Analyst
Manitoba Public Insurance
10.2009 - 01.2023
Customer Relations Officer
Manitoba Public Insurance
09.2007 - 10.2009
Claims Adjuster
Manitoba Public Insurance
11.2003 - 09.2007
Clerk
Manitoba Public Insurance
02.2002 - 11.2003
Chartered Insurance Professional
Insurance Institute of Canada
Learning To Lead: Developing Leadership Skills
Percipio
Leadership Agility
Carlson Consulting Services
White Belt Training - VILT
Canadian Manufacturers And Exporters
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