Melissa Liverpool
Cambridge,Canada
Summary
Dynamic Benefits Analyst with over 8 years of experience in employee benefits administration and customer service within the insurance sector. Proficient in managing various benefits programs such as health, dental, and life insurance, while ensuring compliance and accuracy of benefit data. Successfully improved internal processes, providing insightful data analysis and monthly reporting to enhance decision-making. Committed to elevating employee engagement and understanding of benefits, bringing valuable expertise to meet organizational goals.
Overview
21
21
years of professional experience
Work History
Benefits Assistant (Contract)
City of Kitchener
Kitchener, ON
11.2025 - Current
- Ensured timely processing of life event changes, diligently updating employee records as needed.
- Assisted employees with benefits-related inquiries, ensuring prompt resolutions and increased satisfaction levels.
- Maintained strict confidentiality when handling sensitive employee information related to benefit plans and personal circumstances.
- Reviewed new hire and employee record changes for accuracy and completeness.
- Enter employee data into HRIS systems.
- Entry of extended health and dental benefits renewal and new hire selections.
- Draft and/or review employment letters.
- Streamline and document HRIS processes.
Benefits Analyst
CarePartners Inc.
Waterloo, ON
11.2022 - 09.2025
- Coordinated the day-to-day administration of various employee benefits programs, including group health, dental and vision, accident and disability, life insurance, and wellness benefits in collaboration with third-party benefits administrators.
- Handled sensitive and confidential information with discretion.
- Inputted employee information affecting benefits into the employee record section of the CarePartners HRIS, encompassing new hires, transfers, status changes, and terminations.
- Liaised with the Payroll department to update information requisite for processing employee benefit deductions.
- Verified data by cross-referencing employee submissions specific to enrollment, changes, and terminations, ensuring employee benefits align with individual instructions and plan requirements.
- Maintained employee benefit files within the HRIS.
- Responded to employee inquiries regarding their eligibility for company group benefit plans.
- Analyzed reports and reconciled data from third-party administrators with internal systems to ensure accurate deductions and contributions are made each pay period.
- Generated benefit reports as needed and delivered monthly standard reporting to the Benefits Manager.
- Partnered with the Benefits Manager to organize meetings with employees to provide education on company group benefit plans.
- Communicated with employees on approved leaves of absence to advise them of insurance coverage requirements during their absence and the obligations regarding employee premium payments.
- Ensured appropriate employee contributions were made each month for employees on leaves of absence.
- Executed reports to identify eligibility hours for employees, subsequently communicating enrollment changes with third-party administrators and employees.
- Managed all data entry functions related to the benefits process.
- Supported strategic planning and performance data management processes.
- Provided quantitative data analysis and data visualization to facilitate decision-making.
- Assisted in developing, maintaining, and updating databases and periodic reports.
- Executed other duties as assigned.
Group Benefits / Disability Case / Customer Success Representative
Equitable Life of Canada
Waterloo, ON
11.2018 - 11.2022
- Delivered high-quality customer service to Policyholders, Group Offices, Head Office staff, and Medical providers, utilizing extensive knowledge of group benefits; the majority of my time was dedicated to managing incoming telephone calls.
- Collaborated with the Special Investigations Unit by referring suspicious claims and notifying the department of the findings.
- Consistently communicated clear and concise information relating to all claim decisions both verbally over the phone and in writing as required.
- Contributed to the continuous improvement of business processes.
- Developed and maintained solid knowledge of relevant legislation and company practices, including policies currently and previously marketed by the Company.
- Accurately processed Health and Dental claims received when necessary, adhering to appropriate guidelines and published service standards.
Care Giver HSW (p/t)
Nurse Next Door
Guelph, ON
06.2010 - 08.2019
- Supervised and cared for elderly individuals with physical and mental challenges.
- Assisted with bathing, dressing, and feeding elderly individuals and persons in need.
- Accompanied clients to appointments, gatherings, and volunteering activities.
- Oversaw elderly activities, such as meals and rest periods, as directed by the employer.
- Instructed the elderly in personal hygiene and social development.
Group Benefit Services Representative
Ontario Teachers Insurance Plan
Waterloo, ON
09.2017 - 11.2018
- Addressed a diverse range of inquiries regarding health, dental, life insurance, long-term disability (LTD), and short-term disability (STD) programs by referring to specific program criteria and details.
- Ensured compliance with established call centre quality service standards, consistently achieving or exceeding targets.
- Retrieved detailed information from customers and other sources, redirecting customer inquiries to appropriate internal contacts.
- Followed up with customers to collect pertinent information related to their applications.
- Assisted in the review and enhancement of call centre workflow processes while performing general administrative duties, including faxing, mailing, filing, and scanning.
Customer Experience Advisor Support (contract)
Manulife Financial
Kitchener, ON
11.2016 - 09.2017
- Provided support for Advisors and contractors in program delivery.
- Managed commission statement retrieval and assistance.
- Delivered email, fax, and call centre support.
- Facilitated collaboration between advisors and other internal departments.
Customer Care Representative
Agricorp
Guelph, ON
07.2010 - 09.2016
- Ensured that customer calls were responded to timely and efficiently.
- Addressed a variety of program inquiries by referring to specific program criteria and details.
- Consistently met or exceeded established call centre quality service standards.
- Retrieved detailed information from customers and other sources, redirecting customer queries to the appropriate internal contacts.
- Followed up with customers to gather information related to their applications.
- Assisted in the review and enhancement of call centre workflow processes.
- Performed general administrative duties, including faxing, mailing, filing, and scanning.
- Led and collaborated in project teams as assigned by the manager.
Program Assistant (contract)
Region of Waterloo Housing
Waterloo, ON
03.2008 - 06.2009
- Directed customers and clients effectively.
- Recorded and relayed information accurately.
- Scheduled and confirmed appointments.
- Managed filing, sorting, and distribution of mail.
- Answered and forwarded phone calls promptly.
Sales Representative
Telus Mobility
Waterloo, ON
10.2004 - 01.2008
- Greeted customers and discussed their preferred type, quality, and quantity of merchandise or services sought for purchase.
- Advised customers on the use and care of merchandise, highlighted special offers, and provided guidance on specialized products or services.
- Estimated or quoted prices, credit terms, trade-in allowances, warranties, and delivery dates.
- Prepared merchandise for purchase.
- Drafted sales contracts and accepted cash, cheque, credit card, or automatic debit payments.
Education
Grade 12 - undefined
F.E Madill Secondary school
Wingham, Canada06.2005
Skills
- Data Analysis
- Data Visualization
- HRIS
- Payroll
- Customer Service
- Group Benefits Administration
- Problem-solving
- Communication
- Relationship Management
- Teamwork
- Administrative Support
Timeline
Benefits Assistant (Contract)
City of Kitchener
11.2025 - Current
Benefits Analyst
CarePartners Inc.
11.2022 - 09.2025
Group Benefits / Disability Case / Customer Success Representative
Equitable Life of Canada
11.2018 - 11.2022
Group Benefit Services Representative
Ontario Teachers Insurance Plan
09.2017 - 11.2018
Customer Experience Advisor Support (contract)
Manulife Financial
11.2016 - 09.2017
Customer Care Representative
Agricorp
07.2010 - 09.2016
Care Giver HSW (p/t)
Nurse Next Door
06.2010 - 08.2019
Program Assistant (contract)
Region of Waterloo Housing
03.2008 - 06.2009
Sales Representative
Telus Mobility
10.2004 - 01.2008
Grade 12 - undefined
F.E Madill Secondary school