Amanda Roberts-Deverell
Newport,Gwent
Summary
Detail-oriented Administrative Professional with over 10 years' experience in optimising office operations. Skilled in coordinating complex schedules and managing diverse administrative tasks while delivering effective support to executives and teams. Proficient in Microsoft Office Suite with a strong ability to multitask, contributing to project success and organisational goals.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work history
Complaints specialist
MotoNovo/Aldermore Bank
Cardiff, Cardiff
2022.05 - Current
- Drafting clear written responses and communicating outcomes to customers
- Investigating issues by liaising with internal departments and reviewing evidence
- Received, logged, and acknowledged complaints promptly to ensure timely resolution
- Maintained accurate records in complaint management systems to support effective tracking and analysis
- Ensuring compliance with regulatory standards and internal policies
- Identifying trends or recurring issues and escalating them for process improvement
- Supporting audits and reporting by preparing complaint data and summaries
- Delivered exceptional service to customers by addressing inquiries and resolving issues promptly.
Account manager
Gallagher
Llantrisant, Rhondda Cynon Taf
2021.12 - 2022.03
- Delivered excellent customer service by addressing inquiries and resolving complaints promptly
- Drafting clear written responses and communicating outcomes to customers
- Logged and acknowledged complaints within required timeframes to ensure timely resolution
- Investigating issues by liaising with internal departments and reviewing evidence
- Maintained accurate records in complaint management systems to support effective complaint tracking
- Identifying trends or recurring issues and escalating them for process improvement
- Ensuring compliance with regulatory standards and internal policies
- Supporting audits and reporting by preparing complaint data and summaries
Account manager
Lawson D jones
Ebbw Vale, Blaenau Gwent
2021.11 - 2022.02
- Ensure accuracy efficiency and professionalism when dealing with both client and insurer in all aspects of my role
- New Business
- Renewals
- Mid terms adjustments
- Claims / Queries
- Premium finance arrangements
- Advising clients on existing products
- Ensure all business complies with FCA regulations
- Maintain relationships with clients and provide expert advice on products
- Promote and increase in house premium finance from insurer schemes
- Developed strong networks with business executives and stakeholders to increase brand awareness and reputation.
- Generated and presented reports to senior management on account performance.
- Maintained knowledge of company products and made recommendations based on client needs and prices.
- Updated client information, contract changes and product prices in company databases.
- Highlighted new products and company promotions during sales pitches.
- Built and established strong relationships with customers, enabling long-term partnerships.
Business Support administrator |
MotoNovo Finance
Cardiff, Cardiff
2015.07 - 2021.12
- Managed the preparation and distribution of new customer welcome packs to ensure a smooth onboarding process.
- Daily processing of Cheques received into the business
- Processed BCM payments to customer agreements and investigated discrepancies in payments, ensuring accurate postings
- Generated detailed customer and commission statements to provide clear financial summaries.
- Executed daily processing of customer refunds to ensure timely financial transactions.
- Assisted departments with customer requests for documents, including agreements and settlement figures.
- Manually and accurately sorting Collection letters
- Actioning DSAR requests identifying, gathering and responding to the request
- Handled the processing of returned mail to update customer records and resolve delivery issues.
- Oversaw the daily management of the business support inbox to ensure prompt responses to inquiries.
- Facilitated the daily processing of incoming mail using Kofax in the digital mailroom for efficient document management.
- Executed the scanning of all documentation onto the Perceptive system to ensure digital accessibility.
- Led planning and achievement of goals and objectives consistent with agency mission and philosophy.
- Utilized computer software to complete various administrative tasks.
- Trained newly hired employees regarding company procedures, standards and goals.
- Created or maintained database of customer accounts.
- Monitored tapes or digital recordings to identify source of losses.
Booking Center NHS
Ranstad agency
Newport, Newport
2020.09 - 2021.11
- Handled a high volume of calls and bookings for the mass vaccination project during Covid.
- Arranged and rearranged appointments and re-booked any cancellations.
- Collaborated with the Mass Vaccination Centre located within Aneurin Bevan.
- Liaising directly with the Mass Vaccination Centre staff, Team Leaders, other colleagues within the booking centre, patients, GP's and Care Homes
- Managed high volume of incoming calls at the Mass Vaccination Centre.
- Scheduled appointments using the Welsh Immunisation System (WIS).
- Answered phone calls and emails from clients to address questions, complaints, and needs.
- Utilized computer software to complete various administrative tasks.
Education
GCSEs -
Liswerry scholl
Newport 1990.09 - 1996.07
Skills
- Over the past four months in 2025 I have led the end‑to‑end knowledge transfer of six key processes—including VQT inbox, CC inbox, Payment Requisitions system, Kofax system workflows, and Aldermore Bank processes—to a newly established team in Mumbai I designed structured training plans, created clear process documentation, and delivered hands‑on coaching to bring the team to full operational readiness Known for strong cross‑cultural communication, meticulous process oversight, and the ability to deliver smooth transitions with minimal impact to BAU performance
- Over recent months, I have focused heavily on my own professional growth and leadership development I have taken the lead on day‑to‑day team operations, including organising daily work allocation, delegating tasks, supporting colleagues with complex queries, and ensuring service levels are consistently met This experience has strengthened my confidence, sharpened my decision‑making, and enhanced my ability to guide others effectively I have grown into a proactive, accountable leader who drives team progression while maintaining accuracy, efficiency, and a positive working environment
- Complaint escalation handling
- Solution-Driven approach
- Service-Oriented mindset
- Process optimisation
Affiliations
- Enjoys baking, horse riding, and motorcycling, with a passion for hands‑on, creative and outdoor activities.
Timeline
Complaints specialist
MotoNovo/Aldermore Bank
2022.05 - Current
Account manager
Gallagher
2021.12 - 2022.03
Account manager
Lawson D jones
2021.11 - 2022.02
Booking Center NHS
Ranstad agency
2020.09 - 2021.11
Business Support administrator |
MotoNovo Finance
2015.07 - 2021.12
GCSEs -
Liswerry scholl
1990.09 - 1996.07