Fur Babies Pet Care - Kitchener-Waterloo, ON April 2022 to Present
Small Business Owner
Offering professional pet care services:
Dog Walking
Drop in Visits
Pet Sitting
Handle all aspects of the business- sales, customer service, bookkeeping, hiring, training and marketing.
Lackner McLennan Insurance/BrokerLink October 2017-March 2022
Personal Lines Manager
- Lead and develop a high performing team of 25 brokers (retail and VIP) by regularly providing guidance, coaching, instruction, and direction.
- Proficient with Epic and aided with transition from SigXP to Epic
- Assist our trainer with training and development for staff.
- Completion of files audit and phone audits
- Develop, build and enhance relationships with insurance companies ensuring that profitability requirements are exceeded.
- Develop workflows to ensure consistency throughout the organization.
- Demonstrate a thorough knowledge of personal insurance wordings and products.
- Comparison of insurer personal lines products
- Level 5 underwriter for Aviva
- Handle client escalations
- Look for ways to grow the personal lines book of business by various contests for staff.
- Analyze detailed reports on regular basis.
Dalton Timmis Insurance Group May 2017- September 2017
Training Specialist
- Develop and conduct training needs assessments of staff and departments that are effective and efficient in identifying training needs.
- Worked on Epic broker management system
- Researches, develops and delivers specific competency-based training programs as required for new hires and existing staff.
- Organizes and develops or maintains training procedure manuals and guides and course materials.
- Monitors and evaluates the quality and effectiveness of the assessment, training and outcomes of courses delivered.
- Analyzes training results to effectively create/modify training to meet individual/department needs and goals.
- Prepares for and conducts training sessions as required to meet the defined quality assurance standards
- Provides all the proper training to ensure team members are equipped to accomplish their job contribution and defined objectives and at the same time remain cost effective.
- Created and implemented a training program for new employees
- Works with management team to identify and address knowledge gaps in workflows, and policies and procedures.
- Updating and creating content on the Intranet
Cowan Insurance Group March 2015- April 2017
Trainer, Personal Insurance
- Oversee and coordinate the training and development of personal lines staff across 8 branches
- Develop and implement workflow procedures
- Monitors and evaluates the quality and effectiveness of the assessment, training and outcomes of courses delivered.
- Updating and creating content on the Intranet
- Tracking of RIBO hours for all Personal Lines staff
- Development of Quick Reference Guide for employees
- Complete phone audits
- Demonstrate a thorough knowledge of personal insurance wordings and products
- Assist in the writing of articles for the brokerage website
- Updating of guides and manuals
- Ensure overall compliance around privacy and E & O
- Creation of in-depth training plan for new brokers
- Attending training sessions on a regular basis through Insurers, IBAO, Applied System
A.P Reid Insurance August 2014-Feb 2015
Personal Lines Manager
- Contribute to the growth of the branch through new business sales and exceptional customer service.
- Focus on higher quality new business to ensure profitability and retention
- Ensure all policies and procedures are known, followed and enforced.
- Training staff on a constant basis.
- Audit new business applications as required.
- Hold regular monthly meetings with staff to ensure communication of procedures, rules, insurer updates, etc.
- Manage store budget
- Complete performance appraisals for staff
- Develop, build and enhance relationships with insurance companies ensuring that profitability requirements are exceeded.
Stevenson & Hunt Insurance Brokers March 2010-July 2014
Senior Underwriting Analyst/Trainer
- Ensure underwriting guidelines are followed.
- Handling customer issues and complaints
- Handle staffing issues/interviewing
- Assisting with Performance Appraisals
- Ensure company changes are communicated to staff.
- Training on new products and procedures
- Analyze reports for profitability
- Maintain excellent relationships with Insurers
- Setup and implemented a training program for new employees
- Underwriting of auto, property, special risk and marine policies
The Economical Insurance Group November 2007-February 2010
Personal Lines Underwriter
- Underwriting and processing new business
- Underwriting auto, property and watercraft renewals
- Processing endorsements/cancellation/reinstatements
- Corresponding with brokers via email, phone calls, and memo
- Broker visits and training
ING Insurance Company of Canada September 2003-October 2007
Personal Lines Underwriter-property & auto, Halifax, Toronto & London, ON
- Processing and underwriting new business
- Property and auto renewals
- Endorsements/cancellations/reinstatements
- Underwriting questionnaires
- Corresponding with brokers via phone, memos and emails
- Able to assess good risks vs. bad risks based on company guidelines
