Jeff Arseneault
Cambridge,Canada
Summary
Dynamic professional with a proven track record of excelling in relationship management and project oversight. Adept at building high-performing teams and enhancing service excellence, leveraging strong attention to detail and problem-solving skills to drive strategic initiatives and foster client satisfaction. Committed to achieving results in fast-paced environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Sr. Manager, Customer Service
Orbit Insurance Services
Waterloo, ON
01.2024 - Current
- Champions a customer-focused culture to deepen client relationships and leverage broader relationships, systems, and knowledge.
- Works with Operations teams across the business to define Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and any efficiency opportunities.
- Communicates and executes service processes to support the organization’s strategic direction.
- Ensures efficient and effective operations, which include setting targets, coordinating workflow, and communicating with other managers in a matrix environment.
- Assists in establishing strategic initiatives and accomplishes financial objectives. This includes gathering pertinent business, competitive, financial, service, and operations information, and forecasting requirements to assist in preparing an annual budget and scheduled expenditures.
- Champions a high-performance environment and contributes to an inclusive work environment.
- Leads and engages managers by communicating job expectations and competencies necessary to be successful, building plans to develop required skills and capabilities, tracking the progress of staff in relation to expectations and competencies, providing timely feedback on how effectively employees are applying knowledge and skills to achieve job expectations, and rewarding effective performance.
- Supports performance management when established requirements are not met, by understanding the corrective processes and methods.
- Assists managers in resolving product or service problems, and member complaints, as required.
- Represents the brokerage with insurance companies. This includes maintaining communications, and resolving procedural and underwriting problems, as required.
Sr. Recruiter - Talent Acquisition
Shopify
Waterloo, Canada
07.2021 - 05.2023
- Collaborating with hiring managers to develop strong business partnerships and to understand their pain points, motivations, business context, and the roles required to build their teams
- Identifying, engaging, and selecting the best candidates for Shopify's required needs
- Researching and sourcing to build diverse candidate pipelines
- Supporting and training hiring managers on interviews, the hiring process, and the use of Smart Recruiters (our ATS) and other tools
- Conducting application screening and vetting calls together with recommending and managing short-list interviews, recap discussions, and offer processes
Merchant Success Manager
Shopify Plus
Waterloo, Canada
04.2020 - 07.2021
- Creating & maintaining strong relationships with Plus merchants
- Recommending ways to best utilize the Shopify platform
- Matching merchants with top Shopify Partners to assist with custom design and development projects
- Identifying areas for improvement, including opportunities for product adoption and implementing new Shopify features
- Triaging technical issues to Shopify's escalated Support teams
- Working with internal Shopify teams to advocate for merchants' needs and requests
Sales & Service Assistant Manager
TW Insurance Brokers
Waterloo, Canada
03.2017 - 04.2020
- Managing the Broker Service, Sales and Administrative Departments in multiple offices located in Ontario and Alberta
- Building, developing and retaining high-performing teams through recruiting, training, performance management, and communicating strategies and objectives
- Setting targets for the Service, Sales and Administration teams, by analyzing performance data from sales quotas, KPIs and NPR scores
- Establishing strategic initiatives through cross-collaboration, preparing an annual budget and scheduling/managing expenditures
- Building & maintaining high-trust relationships with multiple insurance groups, companies, and vendors
Senior Insurance Broker/Team Lead
Ontario Teachers Insurance Plan (OTIP)
Waterloo, Canada
10.2013 - 03.2017
- Executing outbound projects to identify and meet customers' needs and expectations from industry-related changes
- Providing strong written and verbal conflict resolution for elevated customer issues or concerns with internal or external stakeholder
- Training, mentorship and implementation of various systems for new, existing and external parties for continued growth
- Testing, implementation, and following-up on tasks initiated through cross-collaboration with various teams
- Assisting in Underwriting calls to effectively communicate, resolve and improve policy information, coverage & opportunities
Account Manager
Cowan Insurance Group
Cambridge, Canada
11.2011 - 10.2013
- Building key relationships with the highest level of service and expertise to ensure customer demands are met
- Networking with various insurance companies to ensure guidelines are being implemented and maintained
- Responding to telephone or written client inquiries, to provide business needs and mitigate risk to the company
- Cross-selling of products and services to increase revenue
- Resolving and responding to disputes by meeting time and eligibility deadlines
Senior Insurance Broker
Ontario Teacher's Insurance Plan (OTIP)
Waterloo, Canada
12.2003 - 11.2011
- Responding to telephone inquiries by processing policy changes and applying proper underwriting standards while mitigating risk
- Cross-selling of products and services to increase & enhance customer coverage & retention rate of 96%
- Generating and following up with leads toward new clientele
- Conducting full analysis of policy offerings and acting as lead trainer for new employees to ensure quality customer service skills are transferred
- Assisting in numerous projects to help increase service excellence by producing new processes for current staff to work more efficiently
Education
Registered Insurance Broker of Ontario (RIBO - Property & Casualty -
Insurance Institute of Canada
Kitchener, Ontario, Canada12.2006
International Business Administration -
Niagara College of Applied Arts & Technology
Niagara-on-the-Lake, Ontario, Canada03.2003
Skills
- Strong Attention to Detail
- Collaboration
- Problem-Solving
- Project management
- Relationship management
- Data analytics
- Multitasking and time management
- Account Management
- Coaching and Development
- Quality Driven
- Highly organized
- Building and sustaining high-trust relationships
Certification
- EZSigma - Lean Six Sigma for Service Organizations, 09/01/18, 12/01/18
- Lean Green Belt Certified, 09/01/17, 09/01/19
- Management Course, Schulich School of Business - York University, 09/01/17, 09/01/19
Timeline
Sr. Manager, Customer Service
Orbit Insurance Services
01.2024 - Current
Sr. Recruiter - Talent Acquisition
Shopify
07.2021 - 05.2023
Merchant Success Manager
Shopify Plus
04.2020 - 07.2021
Sales & Service Assistant Manager
TW Insurance Brokers
03.2017 - 04.2020
Senior Insurance Broker/Team Lead
Ontario Teachers Insurance Plan (OTIP)
10.2013 - 03.2017
Account Manager
Cowan Insurance Group
11.2011 - 10.2013
Senior Insurance Broker
Ontario Teacher's Insurance Plan (OTIP)
12.2003 - 11.2011
Registered Insurance Broker of Ontario (RIBO - Property & Casualty -
Insurance Institute of Canada
International Business Administration -
Niagara College of Applied Arts & Technology
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