Shane Wren Email & Phone Number

Concord, Ontario, Canada

· Managing a multi-department team dedicated to client education, outreach, and success.· Serve as the primary contact for clients post-sales and post-implementation, and managed clients escalations effectively.· Oversee client analysis, reporting, and the implementation of process improvements to streamline communication and workflows between customers, clients, and internal departments.· Provide support and direction to the team on all internal process handling to effectively resolve client inquiries. · Collaborate with team members to define clear objectives and performance standards.· Developing and establishing Service Level Agreements (SLAs) to ensure consistent and high-quality client service.· Creating Key Performance Indicators (KPIs) to measure and track the performance and success of the Client Success team.· Implementing a reporting system to provide actionable insights and drive continuous improvement.

Markham, Ontario, Canada

· Responsible for the development and retention of $9 Million book of SaaS business for global accounts.· Conduct Executive Business Reviews to drive operations, sales, and product development growth for customers.· Collaborate with internal executive leadership on top account strategies.· Champion customer relationships to ensure revenue retention and growth across the customer lifecycle.· Managed escalations to resolution and achieved high client satisfaction.· Coordinating with IT Security for client audits, assessments and third-party risk reviews.· Support sales team during sales cycles and contract coordination.· Review contractual agreements, invoices, and services for customer retention and renewals.

Toronto, Ontario, Canada

· Successfully managed departmental resources for Oaken Financial stores, aligning with business needs, operating plan objectives, and established targets and measures, leading to a 15% increase in overall sales revenue and a 10% reduction in operating costs.· Built a high-performing team and fostered a positive team environment that promoted open dialogue, empowerment, celebration of successes, and constructive feedback. As a result, achieved above- company-average employee engagement scores while strategically enhancing departmental performance, processes, and productivity, leading to significant improvements and efficiencies.· Co-led project implementations change management, product launches, and regulatory updates across the organization.· Implemented client retention strategies which resulted in a 40% retention in clients.· Demonstrated track record of innovation and proactive strategies leading to a significant increase in operational effectiveness and service levels, resulting in a 30% improvement in customer satisfaction ratings and a 25% reduction in operational costs.

Toronto, Ontario, Canada

· Grew deposit balances by 10% YoY for a $3 Billion portfolio of mid-large financial institutions.· Prospected new business opportunities to build relationships and increase deposit balances.· Analyzed portfolio balance to identify growth opportunities and issues.· Partnered with internal departments to improve operational efficiencies and reduce escalations.· Conducted numerous brokerage presentations to retain and attract new business.· Maintained up-to-date AML records and conducted annual audit reviews on 20% of assigned portfolio· Co-developed and implemented an omnichannel CRM model that was broker-focused· Trained BDMs on the new CRM training platform and kept all training material up-to-date.· Co-led project implementations, software upgrades, product launches & regulatory updates.

Toronto, Ontario, Canada

· Exceeded Contact Centre inbound KPIs and service level agreements for multiple product lines.· Responsible for scheduling, providing coaching, conducting team meetings, overseeing annual performance reviews, and facilitating side-by-side, and silent call monitoring to enhance agent proficiency and elevate Contact Centre quality metrics.· Excelled as a second-level escalation manager, skillfully resolving 95% of customer complaints through exceptional interpersonal communication, creative problem-solving, and effective conflict-resolution techniques, resulting in a 20% increase in customer retention.· Assisted training and development by conducting bi-weekly product-based cross-training sessions.

Toronto, Ontario, Canada

· Oversaw the inbound Contact Centre traffic, implementing effective strategies to achieve SLA targets.· Led annual Business Continuity planning to maintain service levels during emergencies.· Collaborated with internal business partners to develop and implement strategies, telecom solutions, and improvements aimed at addressing IVR inefficiencies.

Toronto, Ontario, Canada

· Trained and mentored CSRs in implementing peer-to-peer quality assurance call monitoring.· Utilized call monitoring data analysis to pinpoint areas for enhancement and improvement.· Developed and maintained call scoring metrics while ensuring the training manuals remained current.· Addressed and resolved all agent quality score disputes promptly and fairly.· Planned monthly team monitoring calibration sessions to ensure consistency and alignment.· Conducted call monitoring sessions to enhance agent performance and customer service quality.

Toronto, Ontario, Canada

· Supported HNW Investment Advisors with portfolios in excess of $1million · Prime escalations point of contact for all branches· Assisted advisors on internal and external account transfers

Toronto, Ontario, Canada

· Inbound/Outbound Call Centre agent for Visa, Student Loans and Mortgage past due payments· Recommended appropriate short term solutions for clients to reduce arrears and impact to clients credit