Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

MICHAEL SMITH

Ottawa,Canada

Summary

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

25
25
years of professional experience

Work History

Stay at home dad

Home
04.2023 - Current
  • As Belairdirect moved offices to the other end of town with only a couple of months' notice, while also mandating that all managers be in the office 3 times per week, I made the difficult decision to tender my resignation after 21yrs
  • Commute too long for my work/life balance
  • At the time, my wife had to work extended hours at her company and I, in turn, took on a larger role at the house and took care of our two kids

Administration Unit Manager

Belairdirect
05.2022 - 03.2023
  • Led a national administration team of 21 agents across Canada who were responsible for all incoming emails, mail, reception, as well as various administration duties across all of our Canadian offices
  • Dealt with a lot of change management (ie: implementing a new return to office process following the pandemic/ implementing agent scorecards/taking on two major underwriting projects)
  • Kept the team motivated, high performing and engaged (92% engagement score) through contests, regular meetings and coaching

UBI QC Unit Manager

Belairdirect
11.2021 - 05.2022
  • Led a team of 50 Automerit agents who handled trouble shooting for our Automerit app (app which analyses a client's driving habits) either by phone or via chat
  • Coached them through call calibration

Triage Unit Manager

Belairdirect
09.2020 - 11.2021
  • Led a new pilot for the company which consisted of two teams of unlicensed agents in ON and QC
  • Handled the hiring for these teams
  • Provided upper management with weekly progress reports detailing the transfer rates, as well as the savings incurred for an unlicensed agent versus a licensed agent
  • Coached agents through call calibration on how to handle clients' requests or guide them on our online platforms in an attempt to avoid a transfer to a licensed agent
  • Collaborated with our workforce department and would have my agents take messages and establish call backs when service levels were very busy.
  • Managed over 100 agents nationally on loan from other departments to complete the national Covid relief project with an aggressive deadline

Sales Unit Manager

Belairdirect
03.2008 - 09.2020
  • Led many high performing and engaged teams during my time in sales
  • Led the paperless project for Ontario sales where the goal was to change our whole book of business to our paperless option
  • Chaired/led salary review calibrations for several years for all the Ottawa unit managers each month to review/increase agents' salaries
  • Partook in the hiring process in Ontario sales for many years
  • Led many offsite marketing initiatives for our various group clients such as Ottawa University, Algonquin College, as well as the RCMP
  • Was one of the first managers selected to lead a work from home team for the company

Coach for sales agents

Belairdirect
10.2005 - 03.2008
  • Was appointed as the team's coach due to being a high performing sales agent
  • Regularly listened to agents' calls and coached them accordingly when asked

Sales agent

Belairdirect
10.2002 - 10.2005
  • Achieved a lot of success as a sales agent and was promoted to sales' expert in two years, (Contests, call quality results and sales were very strong.)

Sales Representative

Nutri-Lawn Ottawa
11.1999 - 10.2002


  • Sales over the phone (New businesss/Renewals)
  • Irrigation installations


Education

OTL license -

Insurance Institute
Ottawa, ON
10.2002

Bachelor of Arts -

University of Ottawa
Ottawa, ON
06.1999

Skills

  • Management
  • Leading engaged high performing teams
  • Drive for results
  • Change management
  • Communication and impact
  • Sense of duty
  • Collaboration
  • Coaching

References

Available upon request

Languages

English
Native or Bilingual
French
Native or Bilingual

Timeline

Stay at home dad

Home
04.2023 - Current

Administration Unit Manager

Belairdirect
05.2022 - 03.2023

UBI QC Unit Manager

Belairdirect
11.2021 - 05.2022

Triage Unit Manager

Belairdirect
09.2020 - 11.2021

Sales Unit Manager

Belairdirect
03.2008 - 09.2020

Coach for sales agents

Belairdirect
10.2005 - 03.2008

Sales agent

Belairdirect
10.2002 - 10.2005

Sales Representative

Nutri-Lawn Ottawa
11.1999 - 10.2002

Bachelor of Arts -

University of Ottawa

OTL license -

Insurance Institute

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