Robin

Robin Sinclair
Manager, Product Support
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Results-oriented professional with over 15 years of experience in product support and customer service, specializing in software and application support within global financial & Fin Tech sectors. Expertise in leading technical support teams, resolving complex product issues, and enhancing customer satisfaction. Skilled in developing and implementing efficient support processes, driving continuous improvement, and optimizing product performance. Strong communication skills, adaptability, empathy, analytical skills, relationship building, strong organizational skills, and time management, dedicated to delivering exceptional service and fostering positive customer relationships. Experienced in global travel and adept at thriving in multicultural, SaaS, B2B & technical environments, bringing a diverse perspective to team collaboration and problem-solving. Licensed Life Insurance Advisor with proven experience helping Canadians protect their families through tailored insurance solutions. LLQP licensed in Ontario and Newfoundland, with a track record of success in consultative sales, client prospecting, and policy servicing.
Areas of Expertise
• Product Support
• Cross-Functional Collaboration
• Recruitment and Talent Acquisition
• Business Analytics
• Strategic Planning and Execution
• Escalation Management
• Technical Support Operations
• Team Leadership and Development
• Project Management
• Process Optimization
• Continuous Improvement
• Customer Service Excellence
• Life Insurance Sales
Accomplishments
• Life Insurance Sales & Prospecting (Inbound/Outbound Calls),Financial Needs Analysis & Policy Recommendations
• Conducted evaluation, negotiation, and project management for the implementation of a web-based support tracking system and knowledge base in the North America region.
• Worked with training, technical, and consulting teams to create revenue opportunities and enhance support offerings.
• Served as the go-to expert for Cartesis’s financial application support within the organization.
• Played a pivotal role in recruiting and developing a highly effective and efficient product customer support team.
• Implemented and designed a scalable customer support framework for a new product within two months, broadening the range of support services and alternatives in budgeting and financial consolidation software.
• Implemented a new support strategy, transforming the support model to redeploy resources toward more value-added services.
• Built high-performance teams and scaled new support organizations, including hiring, training, and mentoring in Fixed Income data space.
• Collaborated with executive leadership to strategize global data projects; proposed strategies for optimizing efficiency, excellence, and protocols, and represented teams and units on diverse cross-functional and international task forces.
Professional Experience
Speciality Life Insurance Inc, Ontario, Canada

November 2025 - Present

Licensed in Ontario, Alberta, Nova Scotia, and Newfoundland to offer life insurance products.
• Manage inbound sales calls, connecting with prospective and existing clients.
Conduct financial needs assessments and provide tailored insurance solutions.
• Guide clients through onboarding, applications, underwriting, and policy servicing.
• Build lasting client relationships with strong follow-up and ongoing support.
• Consistently exceed sales and service goals through consultative and customer-first approach.

AO Globe Life, Ontario, Canada
Life Insurance Agent (ON, AB, NL)
August 2024 - November 2025

Licensed in Ontario, Alberta, and Newfoundland to offer life insurance products.
• Manage inbound and outbound sales calls, connecting with prospective and existing clients.
• Conduct financial needs assessments and provide tailored insurance solutions.
• Build lasting client relationships with strong follow-up and ongoing support.
SAP America, Lake Mary, FL
Manager, Product Support
August 2007 — October 2023
Supported product needs for multiple US Teams by offering application assistance for various SAP products, including SuccessFactors, Human Capital Management, Manufacturing, and EPM. Developed and implemented support strategies, optimizing processes for collaboration with global departments. Served as the primary escalation point for client issues in North America, advocating for client needs, troubleshooting, and facilitating resolutions. Engaged with development, product management, and sales teams to ensure the delivery of exceptional customer service. Spearheaded initiatives to increase awareness at local universities and build a robust candidate pipeline for local support teams.
• Successfully managed daily technical support operations for the North American team, ensuring metrics achievement, including leadership, mentorship, and team development in US Payroll, Employee Central & Material Management in SAP ERP Software.
• Demonstrated expertise in managing and coordinating cross-regional and global staff.
• Spearheaded the transition of the support organization to a "support without incidents" model by developing a comprehensive knowledge base, documentation, and self-help resources, significantly reducing repetitive efforts.
• Collaborated effectively with cross-functional teams to ensure a best-in-class customer support experience.
• Operating in both onpremis and remote environments.
Additional Experience
Manager, Product Support/Hotline Consultant, Business Objects/Cartesis Norwalk, CT
Manager, Hotline Support Services, Outlook Soft Corporation Stamford, CT - Start up
Manager, North American Fixed Income Data, Reuters Stamford, CT
Manager, Customer Support/Group Leader, Information Support/Senior Fixed Income Analyst/Business Analyst - Germany/ Austria / Switzerland, Reuters, Norwalk, CT
Financial Management Assistant Analyst, Department of Defense-US Army, Heidelberg, Germany
Customer Service Representative/Specialist, Sprint, Purchase, NY
Trainings/Certifications
Life Insurance License (LLQP) – Ontario , Alberta & Newfoundland, Canada (Active)
Agile & Lean Methodology, Cross-Functional Team Leadership, Change Leadership
Education
Bachelor of Arts in International Relations/Diplomacy & German
Schiller International University, Heidelberg, Germany
Research Project at IAW - Institute for Applied Economic Research Tubingen, Germany
Languages
English/German: Fluent