“Mark (Peori) was the most helpful and patient person I ever had the pleasure of dealing with. He exemplifies all the qualities one hopes to encounter in a service provider. I feel very fortunate to have reached him for assistance and feel that your organization is very fortunate to have such an employee on board.”
- Customer testimonial
Mark is a Customer Service Representative (CSR) at the Medavie Blue Cross Contact Centre in Dartmouth, Nova Scotia. As a first point of contact for plan members who have questions about their health benefits and claims, he answers an average of 40 calls daily. Mark listens carefully, guiding members through their plans to ensure they have access to the services that support their wellbeing.
Whether breaking down complex insurance terms into easy-to-understand language or giving clear, step-by-step instructions to submit claims and check payments, Mark’s calm, reassuring tone makes members feel genuinely heard and understood.
“I try to make calls as pleasant as I can for people, to let them know ‘I'm here, I'm listening to you, I'll walk you through it step by step.’ I've been at some centres where you had to be kind of cold with people and that's why I left them.”
A personal journey that shapes professional care
Mark brings warmth and humour to his interactions, never letting the pressures of his job affect his compassionate approach. Yet, his voice chokes with emotion when he recalls the premature birth of his son Charli, who was diagnosed with a rare congenital condition called Tetralogy of Fallot (ToF) with Pulmonary Atresia. Babies born with this complex heart condition have five heart abnormalities, requiring open heart surgery within six months of birth.
Charli was just seven days old when he had his first surgery and was held by his parents for the first time. At two months, Mark and his wife Brianne, took their newborn home but returned many times to the IWK Health Centre for medical procedures, tests, and follow-ups. By age four, Charli had undergone two open heart surgeries, six cardiac catheterizations and four transient ischemic attacks, that mimic strokes, as his parents rode a rollercoaster of emotions, from sheer terror to absolute joy.
Making wishes come true
Four marked a turning point year for Charli. Through Make-a-Wish Canada, the young boy was granted his wish to visit Minion Land and meet Vector, a character from the Minions movie, at Universal Orlando Resort — an experience his mother later shared in a radio interview with the morning hosts at Breeze 96.5. Brianne Peori described Make-a-Wish as their “good luck charm” because Charli, then 12, had not experienced a serious health issue in the years following their special trip.
Brianne and Charli returned to the studio to promote the radio station’s “Make a Christmas Wish Book Campaign.” During that visit, they listened to a recording of Charli, at age nine, reading ‘Twas the Night Before Christmas’ as the “featured Wish kid.” This recording has since become a yearly tradition, wrapping up the station’s campaign, and is one of the ways the Peori family has given back to Make-a-Wish for the difference it has made in their lives.
“We don't have the money to throw around, but we have time, so we started volunteering with Make-a-Wish.”
Excellence in service
When Mark joined Medavie 10 years ago, he learned that his new employer, alongside other Blue Cross plans across Canada, partner with Make-a-Wish to help fulfill the dreams of children fighting critical illnesses. Their support provides comprehensive travel coverage so that children and their families can enjoy a worry-free vacation, giving them strength to face their challenges.
Mark talks openly about the fulfilling career he has built during his decade with Medavie, emphasizing how the company champions causes close to his and his family’s hearts while providing opportunities for him and his colleagues to directly support the health and care needs of Canadians, helping each member live health and full lives.
Problem-solving can be challenging, but it’s the most rewarding part of the job, especially when helping seniors.
“I treat them like I would my own parents. By the end of a call, I want them to feel that I genuinely cared about their wellbeing, fully answered their questions, and quickly resolved their issue.”
As a seasoned CSR, Mark has become a natural mentor to his colleagues, sharing his expertise through job shadowing and one-on-one coaching sessions. His ability to maintain composure in challenging situations – what has been dubbed his 'calming effect' — has made him particularly valuable in training new hires. Mark notes that not everyone is suited to be a CSR: “It takes a certain personality to do it.”
Giving back
Outside the office, Mark takes personal pride in volunteering and showing Charli and his older son, Isaac, that “time spent giving is ‘normal’, instead of ‘something other people do’.”
Volunteering is a family affair for the Peoris. Brianne is director of their local curling club’s junior program, where Charli plays on the junior team and coaches Little Rocks, a program for young curlers up to age eight. Mark helps as needed, either on the ice or in the club kitchen during events. The Peoris give back to the IWK Health Centre and Make-a-Wish by fundraising, sharing their experiences through media, and counselling families with critically ill children.
Charli is now an active 14-year-old who is playing a contact sport for the first time as a member of the Dartmouth PigDogs rugby team.
Mark, who coached Charli’s soccer team, also serves on the board of Compass Nova Scotia Co-Operative Homes, which provides affordable, community-based co-op housing to Nova Scotians.
The Peoris' commitment to helping others extends to four-legged friends as well. Brianne volunteers with Save a Life Canada Animal Rescue Society, helping dogs rescued from U.S. kill shelters find new homes, and fostering animals until they are ready for adoption. One lucky rat-terrier mix dog from Louisiana named Loki found a forever home with the Peoris.
Despite their busy lives, Mark finds time for self-care, spending time painting, reading, playing video games, and building miniature army models for Warhammer 40K tournaments. His philosophy on life —both personal and professional — is simple:
“It’s about finding that balance — being serious about the work you’re performing, but not to the point of being stressed. Do your job well and efficiently, also take time to laugh and realize we’re all just people trying to make the best of situations.”
Customer service by the numbers
Every day, the Member Experience team at Medavie Blue Cross handles 4,000 inquiries.
Based entirely in Canada, the team includes over 200+ professionals specializing in customer service, workforce management, reporting, analytics, and leadership.
The team responds to nearly 2 million calls annually.
The Member Experience team consistently achieves “world-class” Net Promoter Scores (NPS) of 70 and above — the highest level of achievement for customer satisfaction.
When a CSR achieves a perfect NPS score of 100, we celebrate their exceptional service through our WOW recognition program.
