Shaun St-Patrick Smith
Chateauguay
Summary
With over 13 years of experience managing various aspects of the client experience, Shaun, a Senior Client Operations Specialist at Insight, has a proven track record of proactively resolving issues and providing timely assistance to clients. His dedication to delivering exceptional customer service is evident in his expertise in managing reports, sales quotes, and contracts, as well as collaborating with vendors to secure special pricing. Shaun's well-rounded perspective from holding various roles in finance and technology companies allows him to streamline processes and drive business growth while passionately serving clients' needs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Client Operations Specialist
Insight Canada
09.2021 - Current
- Prioritize and respond to client calls and emails promptly.
- Timely follow-up on open client returns.
- Ensure accurate and timely order fulfillment.
- Keep sales teams updated on account activities.
- Assist in special projects for clients and sales teams.
- Provide reporting and set up new client information.
- Assist clients with Insight web accounts.
- Deliver ad hoc status updates.
- Monitor account activity and SLA compliance.
- Accurately manage and submit sales quotes.
- Research technical information for product requests.
- Collaborate with vendors for special pricing.
- Ensure correct bid pricing and cost capture.
- Maintain contract compliance.
- Adhere to tight SLAs and multitask effectively.
- Handle inquiries on products, pricing, and availability.
- Ensure accuracy of cost, part, quantity, and contractual requirements in quotes/orders.
Financial Security Advisor
PFSL Investments Canada
03.2013 - Current
- Analyze clients' financial situation and needs in terms of insurance, investments and savings, taking into account the clients' goals and priorities, stage of life and current financial situation.
- Calling possible clients and setting appointments to present the company and its services.
- Build a book of business and open accounts for new clients.
- Provide coaching to help clients achieve their financial goals.
- Customized life, health and disability insurance coverage according to clients' needs.
- Analyze client needs and recommend mutual funds best suited to investment and retirement and goals.
- Provide clients with account information and performance reports.
- Filling out the required forms for the products requested by the customer.
Account Executive
Insight Canada
06.2018 - 09.2021
- Sales Process Management: Successfully oversee pre-and post-sales processes, collaborating closely with brand partners for seamless operations.
- Client Engagement and Issue Resolution: Connect with clients, partners, and stakeholders to understand and address their sales requirements, proactively resolving any issues that may arise.
- Timely Communication and Follow-up: Prioritize client calls and emails, ensuring prompt follow-ups and accurate order processing, contributing to exceptional customer service.
- Account Activity and Updates: Keep the sales teams well-informed about account activities and updates, fostering transparency and enabling strategic decision-making.
- Client Relationship Building: Cultivate and manage relationships with potential and existing clients through effective outbound calling, establishing rapport and trust for long-term partnerships.
- IT Infrastructure and Software Solutions: Provide expert advice and assistance to businesses in building and updating their IT infrastructure, simplifying software licensing, and maintaining warranty contracts, leveraging industry-leading partners.
- Cybersecurity Solutions and Innovation: Collaborate with renowned partners to develop comprehensive global cybersecurity solutions, staying at the forefront of the industry and ensuring clients' data protection.
- Cost-saving IT Solutions: Design innovative IT solutions that include value-added services, helping clients achieve cost-saving measures while maximizing efficiency and productivity.
- Complete Life Cycle Services: Utilize Insight integration laboratories to provide clients with comprehensive life cycle services, ensuring a seamless experience from start to finish.
- Relationship Expansion: Establish and expand relationships with key executives and decision-makers within each client's organization and territory, driving business growth and identifying new partnership opportunities.
Product Support Analyst
Computershare
10.2012 - 03.2013
- Advised North American users on the efficient use and scope of the internal North America systems and applications respectively.
- Analyzed and investigated user problems on internal system and provide detailed and workable solutions within a required time-frame.
- Monitor the security of the internal system, carrying out housekeeping duties as instructed.
- Manage externally provided data onto the internal platform and maintain the integrity of such data.
- Provide first level support and additional value to Computershare integrated products.
Technical Support Specialist
Tyco Fire Products
07.2012 - 10.2012
- Provide daily efficient, effective and cordial technical support for Simplex Fire Alarm Systems and maintain accurate, concise and fact-based call logs and journal entries for implemented solutions.
- Provide first level support and additional value to Simplex Grinnell Fire products.
- Handled 20+ mission critical calls daily and consistently met high service standards.
- Achieved product knowledge certifications for Simplex Grinnell fire protection control panels.
- Assist in creating troubleshooting documents for Simplex Grinnell Fire protection products.
Systems Analyst
Ajilon UK
02.2009 - 05.2010
- Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries.
- Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.
- Achieved incident-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperformed averages of 90%).
- Handled 30+ time critical calls daily and consistently met high service standards.
Education
Diploma of Vocational Studies - Computer and Information Sciences and Support Services
Pearson Career Center
01.2009
Social Sciences Business Administration
CEGEP - John Abbott College
01.1998
Skills
- Client relationship management
- Insurance products knowledge
- Technical troubleshooting
- Security
- Customer Satisfaction
- Customer Service
- Troubleshooting
- Operational efficiency
- Planning and coordination
- Multitasking Abilities
- Self motivation
- Professionalism
- Adaptability and flexibility
Languages
English
Certification
- Insurance of Persons, Autorité des marchés financiers (Québec)
- Dealing Representative (Mutual Fund Dealer), Autorité des marchés financiers (Québec)
Timeline
Senior Client Operations Specialist
Insight Canada
09.2021 - Current
Account Executive
Insight Canada
06.2018 - 09.2021
Financial Security Advisor
PFSL Investments Canada
03.2013 - Current
Product Support Analyst
Computershare
10.2012 - 03.2013
Technical Support Specialist
Tyco Fire Products
07.2012 - 10.2012
Systems Analyst
Ajilon UK
02.2009 - 05.2010
Social Sciences Business Administration
CEGEP - John Abbott College
Diploma of Vocational Studies - Computer and Information Sciences and Support Services
Pearson Career Center
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