Carrie Bernardo

Experienced personal lines manager and insurance training specialist. Over 20+ years of experience.

FCIP, CRM, CAIB, RIBO

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

Saint Mary’s University, Halifax, NS                                                            September 1997- May 2001
Bachelor of Commerce Degree 
Duel Degree in Small Business Entrepreneurship & Marketing

Insurance Institute of Canada                                                                         September 2003-Dec 2006
Chartered Insurance Professional (CIP)

Fellowship Chartered Insurance Professional  (FCIP)                                  Completed April 2011

Canadian Risk Management (CRM)                                                                 Completed April 2010 

Registered Insurance Broker of Ontario (RIBO)                                                    Completed May 2010

Canadian Accredited Insurance Broker (CAIB)                                                      Completed April 2012

Related Courses Completed:      Leadership Development for Technical Professionals

                               Train the Trainer

                                Essential Management Course

                                Teaching the Adult Learner (Insurance Institute)

                                Several Human Resource and Development Courses