Summary
Overview
Work history
Education
Skills
Awards
Volunteer Experience
Accomplishments
Affiliations
References
Timeline
Generic

Lucy Davison

Worcester,Worcester

Summary

Enthusiastic service delivery manager with 8 years of insurance industry experience. Secures team success through hard work, attention to detail and excellent organisation. Shares Insurance and IT knowledge to achieve results. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.

Overview

10
10
years of professional experience
4049
4049
years of post-secondary education

Work history

Service delivery manager

QuestGates Chartered Loss Adjusters
Remote, Birmingham
01.2025 - Current
  • Led service delivery initiatives to enhance customer satisfaction and operational efficiency.
  • Oversaw coordination of resources and activities to ensure seamless service execution.
  • Developed and implemented strategies to optimise service delivery processes across teams.
  • Facilitated training sessions to mentor team members on best practices in service delivery.

Property Concierge

QuestGates Chartered Loss Adjusters
Remote, Birmingham
04.2022 - 12.2024
  • Handled initial claims enquiries with attention to detail and great customer service.
  • Booked appointments for loss adjusters to visit claims
  • Appointed suppliers when necessary
  • Transferred to the post visit team which involved supporting 3 adjusters; assisting them with processing interim/final payments, appointing suppliers and keeping Insureds/brokers/insurers up to date.
  • In addition to the day to day role, I looked after the daily payment Bordeaux for AXA domestic claims, process payments and update reserves on EV Cargo and assist the Quality Assurance team in auditing files and telephone calls.

ARIEL (Agricultural, Rural Industries and Estate Losses) Technician

Crawford & Company Loss Adjusters
10.2020 - 03.2022
  • Worked in post adjuster visit team.
  • Issued reports, requested payments and instructed suppliers.
  • Kept the Insured and Insurers up to date as the claim progressed and proactively manage 4 adjusters caseload keeping in line with the relevant SLA’s and KPI’s.
  • Made sure interim billing was up to date and fees are requested correctly.
  • Organisation skills flourished and proactively time managed day to day role.
  • Was awarded an Impact award at Crawford & Company for exceptional organisational skills in helping a loss adjuster find their feet after quite a difficult time personally.
  • Achieved Cert CII qualification during this role and willing to work towards Diploma level.
  • Was selected to be a part of a management pathway scheme. This is a course that provides members of the team the knowledge and skills to progress into a managerial role should a position become available in the future.

ARIEL (Agricultural, Rural Industries and Estate Losses) Co-ordinator

Crawford & Company Loss Adjusters
07.2017 - 10.2020
  • I dealt with the first notification of loss which entailed arranging loss adjusters to attend the claim, speaking with the customer to gather more information and request relevant documentation if not done so already and also arranged for restoration, glaziers and alternative accommodation for clients should it be required. The role required me to maintain professionalism especially when dealing with sensitive subjects. It has helped improve my communication skills and organisation skills. In addition to this, being a team player has helped as this role required to help out other colleagues should they need it. I have obtained my Cert CILA qualification whilst working here. Whilst here, I have been chosen to be a part of a focus group, a charity champion and took part in the Women: LEAD (leadership exploration and development) programme.

Trainee Administration and IT

Air Spectrum Environmental Ltd
08.2016 - 07.2017
  • This role required me to process job sheets and orders, raise purchase orders and assist the sales managers with their duties. It has enabled me to improve my organisation skills and to keep calm under pressure in a busy working environment. As part of the role I was the first point of contact when the phone rings. I dealt with customer enquiries as well as arrange logistics. This role required clear communication throughout the whole business to make everything run smoothly. In addition to this it has enabled me to improve my organisational skills as it required me to prioritise.

Checkout Operator

Asda
11.2015 - 06.2016
  • During my time at Asda I developed my customer service skills and confidence by helping customers with any queries. I made sure they were happy with their shopping experience before they left the store. While working in the retail environment, I learnt a lot about working in a team and how important working relationships are.

Education

Cert CII - Insurance

Chartered Insurance Institute

Cert CILA - Loss Adjusting

Chartered Institute of Loss Adjusters

BTEC Level 3 Diploma - Professional Competence for IT and Telecoms Professionals, ICT Systems and Principles

3AAA, Aspire Achieve Advance
08.2016 - 08.2017

A Levels - Photography, Media Studies, Business and Economics

Worcester Sixth Form College
09.2014 - 07.2016

GCSE's - Spanish, Biology, Chemistry, Physics, Religious education, Maths, Geography, D&T Graphic Products, Art and design, English literature, English language, Functional skills ICT level 2, Functional skills English level 2

Christopher Whitehead Language College
09.2009 - 07.2014

Skills

  • Avid Fundraiser Charity Champion at Crawford & Company This involved arranging fundraising events for the team to take part in
  • Strong Customer Service Skills which I have developed through working in retail and working in admin
  • Written and verbal communication skills
  • I have experience with Microsoft Office (Word, Outlook, Excel and PowerPoint etc), Sage 50 Accounts, Lotus Notes and Prime
  • Good organisation skills with an attention to detail and ability to prioritise developed by working in an office environment at Air Spectrum & Crawford & Company
  • I’m a team player as I have worked well as part of a team at Crawford & Company but also took part in the Duke of Edinburgh Award that taught me the importance of team work With this, I was able to organise Crawford’s Global Day of Service
  • Running and going to the gym I love doing in my free time

Awards

I have won an IMPACT award at Crawford & Company which is regarded to persons who have gone above and beyond and embodied the Crawford values of “RESTORE”., Trained First Aider., I was chosen to take part in the Women: LEAD (leadership exploration and development) programme at Crawford & Company. This programme was about empowering women in the insurance/loss adjusting industry and has given me pointers on how I can influence my own career path within this industry., I organise Crawford & Company’s Global Day of Service. This is a day where we give back to the community. I have organised it for the past two years. I got the contractor division involved both years which saw the rescue centre benefit from a new shed for the animals and a new paddock built to house some pigs., As part of the focus group at Crawford & Company, I was involved in discussing the communication, training and development within the team. This looked at the different aspects and how we can improve it to make the team and its communication, training and development better by getting feedback off the rest of the team and evaluating/putting the suggestions in to the official company process., Completed the Bronze Duke of Edinburgh Award in 2013., Took part in the Walk of Worcestershire in 2012 and my family raised over £100. It was a 10 mile walk in aid of Acorns Children’s Hospice.

Volunteer Experience

  • Heronfield Animal Rescue Centre, 2018-10, 2019-10, As part of Crawford & Company’s Global Day of Service. I organised and arranged a team to spend a day helping out the rescue centre. I got contractors from our contractor panel involved in the day and agreed to donate a shed and fencing including other materials such as paint and paintbrushes.
  • Marks and Spencer, Work experience sales assistant, 2015-08-03, 2015-08-07, I worked in all departments (children’s/home, food, menswear and ladies wear) and carried out tasks independently. I sorted the clothes on the rails into size order and help move the shop floor around in some departments. I overlooked the tills and put out new stock/filled the gaps in the rails. I gained an inside look into a busy retail store and had the opportunity to work on my customer service skills.
  • Barnardo’s Charity Shop, Volunteer sales assistant, 2014-10, 2015-11, I volunteered every Saturday for 4 hours. I worked on the till and put stock out on the shop floor. I helped customers with any queries and made sure they were happy with their shopping experience.
  • Acorns Children’s Hospice Charity Shop, Volunteer sales assistant, 2012-10, 2014-03, I volunteered every Saturday for 4 hours as part of my Duke of Edinburgh award but enjoyed it so much I carried on after my D of E award. I helped customers, sorted stock, priced stock with manager’s approval and supervised till work.

Accomplishments

Impact Award received at Crawford & Company for my commitment to fellow work colleagues and helping them achieve their potential.

Affiliations

I really enjoy going for walks with my 2 dogs. I ahve an Irish Terrier called Flynn and a border terrier called Diesel.

I enjoy going to the gym and weight lifting and also an avid runner.

References

References available upon request.

Timeline

Service delivery manager

QuestGates Chartered Loss Adjusters
01.2025 - Current

Property Concierge

QuestGates Chartered Loss Adjusters
04.2022 - 12.2024

ARIEL (Agricultural, Rural Industries and Estate Losses) Technician

Crawford & Company Loss Adjusters
10.2020 - 03.2022

ARIEL (Agricultural, Rural Industries and Estate Losses) Co-ordinator

Crawford & Company Loss Adjusters
07.2017 - 10.2020

Trainee Administration and IT

Air Spectrum Environmental Ltd
08.2016 - 07.2017

BTEC Level 3 Diploma - Professional Competence for IT and Telecoms Professionals, ICT Systems and Principles

3AAA, Aspire Achieve Advance
08.2016 - 08.2017

Checkout Operator

Asda
11.2015 - 06.2016

A Levels - Photography, Media Studies, Business and Economics

Worcester Sixth Form College
09.2014 - 07.2016

GCSE's - Spanish, Biology, Chemistry, Physics, Religious education, Maths, Geography, D&T Graphic Products, Art and design, English literature, English language, Functional skills ICT level 2, Functional skills English level 2

Christopher Whitehead Language College
09.2009 - 07.2014

Cert CII - Insurance

Chartered Insurance Institute

Cert CILA - Loss Adjusting

Chartered Institute of Loss Adjusters

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Lucy Davison