Beverley Young
Durham
Summary
I am a highly motivated, effective and enthusiastic individual with singular focus on achieving new goals. With over 10 years of leadership experience, I have developed exceptional communication skills with consumers, stakeholders and peers, demonstrating I am able to lead any team to success. I take a very organized approach to my day, through prioritizing daily workloads and utilizing skills obtained within my case management background. I have the passion and determination to progress and succeed within any environment I am placed in.
Overview
14
14
years of professional experience
Work History
Dispute Resolution Executive
Energy Ombudsman
01.2023 - Current
- My role is to complete a thorough and impartial review of disputes between consumers and their energy suppliers
- Due to my extensive knowledge of the Energy Industry, I progressed from investigating domestic disputes only, to investigating disputes between Micro Businesses and their energy suppliers
- This role requires me to remain completely impartial and complete an independent review based upon factual evidence
- This often requires me to deliver difficult decisions to stakeholders facing business closure
- I will establish if the supplier is at fault and should corrective measures be required, I will make the appropriate instructions to the supplier, which the supplier are legally obliged to fulfill and are enforceable in court
- Time management is a crucial element of this role
Semi Permanent Make Up Artist
Personal Business Ventures
01.2021 - 01.2023
- Seeking a new challenge, I decided to retrain as a Semi Permanent Make Up Artist
- I succeeded in obtaining licensing in 3 districts, setting up my own clinics throughout each
- I created a substantial client base and social media following, managing and promoting multiple social media platforms and I thoroughly enjoyed getting to know clients face to face
- Despite my success, my passions lie in Continuous Improvement, Data analysis and Dispute Resolution
- My desire to progress in a corporate setting brought me to the decision to close my business and pursue a career better suited to my personal goals
Executive Liaison Specialist – Executive Liaison Operations Lead
npower
03.2016 - 10.2020
- Sourced and corrected advanced strategic and tactical problems impacting the business unit through data analysis
- Designed and implemented an effective Continuous Improvement Programme for colleagues and consumers
- Cultivating robust relationships across departments, creating long term value
- Conducting comprehensive analysis across complaints and executive complaint areas to detect problem areas
- Creating end-end, consumer focused journeys to improve relationships
Executive Liaison Specialist
npower
01.2016 - 10.2020
- Within this role, I dealt with customers and high-profile stakeholders that had escalated their complaint directly to our Chief Executive Officer or the Managing Directors of npower
- I was required to respond to my customer within 4 hours of their first contact, to provide them with a summary of their complaint, issue a report of my findings of a thorough investigation, and detail corrective measures taken to offer a complete solution to the complaint and report directly back to our CEO
- I was responsible for celebrity clientele, as well as MP, press/media and paralegal enquiries
Senior Advisor - Revenue Protection - Debt Prevention
npower
09.2015 - 03.2016
- I previously spent some time working within Revenue Protection and Debt Prevention
- In this role I dealt with Cannabis Cultivation, Theft of Gas and Electricity and Revenue Leakage
- Thorough Data Analysis was required to detect revenue leakage, and I would lead projects on revenue recovery
Senior Advisor - CEO Team - Ombudsman Team - Customer Relations
npower
06.2014 - 09.2015
- Working on the CEO team, I previously dealt with complaints that have been escalated to Senior Management
- As communication is often via email or letter, it is important that I can explain more complex queries in writing that is clear and easy to understand from the customer point of view whilst also making sure the explanation given is the appropriate business answer taking into account the Standards of Conduct expected
- When a customer feels that they must address concerns to a senior body, it poses a high reputational risk to the brand and must be dealt with in a timely and meaningful way
- I worked on the Ombudsman Team which meant I dealt with high reputation risk complaints on a daily basis by letter, telephone or email
- I have also dealt with customers face to face when they visit npower reception
- My key role was to investigate customer complaints that have escalated to the Ombudsman and contact the customer to attempt to agree a full and final resolution to the complaint
- I complete all actions necessary to ensure the customer is happy with the outcome and provide the customer and Ombudsman with a letter of confirmation of all actions taken
Customer Service Advisor
npower
08.2011 - 06.2014
- Within my time in Customer Enquires, I always looked for different ways to develop and progress
- I took any opportunity available to learn new things
- I would come in using my free time to develop in areas that were not always a key part of my role
- I gained an excellent product and system knowledge which also gave me the job opportunity as Subject Matter Expert in Billing and Settlements, however I turned this role down to take the role within Customer Relations, which has only enhanced my knowledge since joining the team
Education
GCSE - 5 ATo C including Mathematics, English Literature and English Language, Physics, Biology, Chemistry
Level 7 - Semi Permanent Make Up Artist Lip Blush Technician
Level 4 - Semi Permanent Make Up Artist Microblade Technician
Level 4 - Letter writing
Skills
- Expertise in SAP IS-U and Customer Management Systems
- Effective Negotiation Strategies
- Stakeholder Engagement
- Research and Analysis
- Strategic Decision Making
- Responsive to Change
- Objective-Centric Mindset
- Objective-Driven
- Timely Project Delivery
- Resourceful Data Acquisition
- Collaborative Feedback Provision
- Effective Time Management
- Case Evaluation Expertise
Timeline
Dispute Resolution Executive
Energy Ombudsman
01.2023 - Current
Semi Permanent Make Up Artist
Personal Business Ventures
01.2021 - 01.2023
Executive Liaison Specialist – Executive Liaison Operations Lead
npower
03.2016 - 10.2020
Executive Liaison Specialist
npower
01.2016 - 10.2020
Senior Advisor - Revenue Protection - Debt Prevention
npower
09.2015 - 03.2016
Senior Advisor - CEO Team - Ombudsman Team - Customer Relations
npower
06.2014 - 09.2015
Customer Service Advisor
npower
08.2011 - 06.2014
Level 7 - Semi Permanent Make Up Artist Lip Blush Technician
Level 4 - Semi Permanent Make Up Artist Microblade Technician
GCSE - 5 ATo C including Mathematics, English Literature and English Language, Physics, Biology, Chemistry
Level 4 - Letter writing
Similar Profiles
Nicola DaviesNicola Davies
Coach Stand-in at Energy OmbudsmanCoach Stand-in at Energy Ombudsman
Megan LangfordMegan Langford
Senior Dispute Resolution Officer at Energy And Water Ombudsman South AustraliaSenior Dispute Resolution Officer at Energy And Water Ombudsman South Australia
Olivia FarrellOlivia Farrell
Early Resolution Officer at Energy And Water Ombudsman NSWEarly Resolution Officer at Energy And Water Ombudsman NSW
Joseph OBrienJoseph OBrien
Delivery Driver at Glendale Dining ServicesDelivery Driver at Glendale Dining Services
Javohnia LucasJavohnia Lucas
CSR Insurance Specialist-Remote at Virginia Insurance MarketPlaceCSR Insurance Specialist-Remote at Virginia Insurance MarketPlace