Brian Mckenna Email & Phone Number

Dublin, County Dublin, Ireland

• Structured Care Team to enhance member experience, equipping agents with tools for world-class service across phone, email, and chat.
• Directed strategic and operational goals, tracking progress and adjusting as needed.
• Launched performance management program, improving Trustpilot scores from 4.3 to 4.7 in 18 months.
• Conducted quality assessments to enhance member experience through structural, product, and process improvements.
• Partnered with Clinical Care Director to streamline processes supporting all stages of the member experience.
• Led outbound call campaigns for member engagement, ranging from 2,000 to 120,000+ attempts per campaign.

Dublin, County Dublin, Ireland

• Collaborated with Operations, Client Success, Customer/Clinical Care, and Product Development teams to launch new programs in Dublin and the US, expanding from Direct-to-Consumer to B2B.
• Developed implementation processes for Customer Service and Clinical teams, ensuring on-time launches and client satisfaction.
• Led Covid program implementations during rapid growth, scaling revenue from $10M to $200M in 8 months, with clients like American Airlines, Google, and top US universities.
• Partnered with Client Success to launch initiatives with major US health plan clients.
• Oversaw the implementation of a new phone system and Salesforce.

Clearwater, Florida

• Generated and analyzed data for routine reports on provider profitability, quality metrics, and inventory/purchase analysis.
• Supported business decision-makers with ad-hoc reports and queries.
• Prepared and reviewed monthly operations reports by region and business line.
• Maintained CRM and contract repository for effective performance tracking.
• Managed tasks to ensure accurate and timely information delivery across the organization.

Clearwater, Florida

• Led projects to enhance patient, employee, and provider satisfaction, and improve access to care. Facilitated daily scrums, sprint planning, and stakeholder reviews.
• Implemented lean strategies to optimize performance and profitability, reducing organizational waste. Conducted Tollgates to assess project milestones.
• Defined project scope, deliverables, and timelines, managed resources, and controlled project budgets.

Clearwater, Florida

• Analyzed and reported field operations across all business lines, identified inefficiencies, and recommended improvements.
• Reviewed regional operations bi-weekly with VPs, and prepared weekly capital request project lists.
• Successfully completed projects on time and in line with TridentCare standards.

Clearwater, FL

• Collaborated with sales to review and prepare contracts for 12 Gulf Region states.
• Managed and approved sales opportunities for commissions, entered new accounts, and served as the point of contact for contracts, accounts, and billing inquiries.
• Generated patient utilization reports, documented data for Quarterly Business Reviews, and analyzed P&L statements, recommending improvements.
• Trained new sales team hires on systems, forms, and procedures.

Clearwater, Florida

• Recruited and managed Call Center and Dispatch teams to meet service level goals.
• Monitored performance, provided feedback, conducted evaluations, and handled escalations.
• Tracked attendance, adjusted schedules, and ensured staff coverage.

Boston, Massachusetts, United States

• Oversaw daily Contact Center operations, managing 1,200 daily calls and emails, and liaised between customers and company departments.
• Analyzed statistics to enhance team performance, time management, and service quality.
• Generated productivity reports and adjusted schedules to meet service level demands

Andover, Massachusetts, United States

• Provided oversight of operations of Putnam Specialty Call Center and ensured highest quality of customer service.
• Led Problem Resolution Team reviewing performance and provided daily and bi-weekly feedback sessions.
• Conducted interviews as part of hiring team and facilitated mid-year and year-end performance reviews.
• Addressed complex issues and consulted with The Office of the President while operationally supporting the Putnam family, trustees and executives.

Andover, Massachusetts, United States

• Promoted and positioned Putnam products and services to clients, fostering client relationships
• Supplied brokers with complete, accurate and timely information about their client’s accounts and upheld the highest level of quality customer service.
• Researched and resolved client issues and regularly communicate with top brokers.

Andover, Massachusetts, United States

• Provided exceptional customer service to clients and brokers and communicated product information as needed.
• Assisted clients with operational requests and legal requirements. Researched and resolved client issues.

Woburn, Massachusetts, United States

• Contacted clients daily and provided quality customer service to all
• Resolved all client issues in a timely manner.
• Maintained knowledge of current state and federal tax laws.