Beverley Young

Administrator | Lloyds Banking Group | May 2010 – May 2026

• Managed end-to-end administration of complex property insurance cases, ensuring accurate records, regulatory compliance and audit readiness.
• Managed a high-volume caseload including150+ property-in-possession insurance cases per week, consistently meeting Service Level Agreements (SLAs) and productivity targets.
• Processed high volumes of data across multiple workflow queues, maintaining exceptional accuracy, attention to detail and efficiency under tight deadlines.
• Delivered excellent customer service by resolving enquiries, processing refunds, handling escalations and making informed decisions to achieve positive customer outcomes.
• Developed Standard Operating Procedures (SOPs), guidance documents and process improvements that strengthened compliance, improved consistency and reduced operational errors.
• Acted as Subject Matter Expert (SME), delivering training, coaching and quality assurance reviews to embed best practice and improve right-first-time performance.
• Built effective relationships across specialist teams to resolve complex issues, manage operational risk and successfully deliver improvement projects, including the rectification of 3,000 unoccupancy cases.