Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

MICHEL 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
  • After 21yrs with the same company, I tendered my resignation because of family commitments. My wife had to take on additional hours at her company and as a result I took on a larger role with our kids.
  • Now that her responsibilities have gone back to normal, I am now looking to re-enter the workforce.

Adminstration Unit Manager

Belairdirect
05.2022 - 04.2023
  • Led a national administration team virtually 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.
  • Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.

UBI QC Unit Manager

Belairdirect
11.2021 - 05.2022
  • Led a team of 50 Automerit agents who handled trouble shooting for clients for our Automerit app. (app which analyses a client's driving habits) either by phone or via chat
  • Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.

Triage Unit Manager

Belairdirect
09.2020 - 11.2021
  • Led a new pilot team 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 in a tight deadline.
  • Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.

Unit Sales Manager

Belairdirect
03.2008 - 09.2020
  • Led many high performing and engaged teams during my time in sales. (Balanced team results, consistently strong results in contests, high engagement results)
  • Developed high-performing sales teams through continuous coaching, training, and performance evaluations while leveraging coaching sheets and setting monthly hard targets.
  • Successfully led the paperless project for Ontario sales where the goal was to have our entire book of business change to our paperless option. (Suggested and implemented company wide workflows and scripting for the agents)
  • Was the net promoter score manager lead for Ontario. (Analysed customer comments/scores on online reviews following interactions with our agents and presented trends monthly to upper management and other managers)
  • 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/pilot a work from home team for the company.
  • Was identified as key talent among the managers and asked to present at leadership summits on multiple occasions, in front of VPs and executives.

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.
  • Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.

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.)
  • Developed strong relationships with clients through excellent customer service and regular followups.
  • Achieved top performer status within the company due to consistent high sales numbers.
  • Explained features and advantages of products or services to promote sales.
  • Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.

Sales Representative

Nutri-Lawn Ottawa
11.1999 - 10.2002


  • Handled renewal calls as well as outbound new business calls over the phone in the winter.
  • Installed irrigation systems in the summer.
  • Increased repeat business in sales by fostering trust-based relationships with key accounts through regular communication.

Education

OTL license -

Insurance Institute
Ottawa, ON
10.2002

Bachelor of Arts -

University of Ottawa
Ottawa, ON
06.1999

Skills

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

Languages

English
Native or Bilingual
French
Native or Bilingual

Timeline

Stay at home dad

Home
04.2023 - Current

Adminstration Unit Manager

Belairdirect
05.2022 - 04.2023

UBI QC Unit Manager

Belairdirect
11.2021 - 05.2022

Triage Unit Manager

Belairdirect
09.2020 - 11.2021

Unit Sales 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

OTL license -

Insurance Institute

Bachelor of Arts -

University of Ottawa

Similar Profiles

CREATE PROFILE
MICHEL SMITH