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Yvonne Kewell is an experienced Complaint Manager currently employed at Diligenta, a subsidiary of Tata Consultancy Services, since August 2018, with prior roles at Capita from December 2017 to July 2018 and from April 2010 to January 2016. Yvonne has a strong background in investigating and resolving service complaints, processing Financial Ombudsman Service cases, and developing staff through coaching and knowledge sharing. Earlier experience includes roles as a Pensions Specialist and Project Manager at Prudential Life Assurance, where responsibilities included pension administration, compliance reporting, and team leadership. Yvonne's career began at Scottish Amicable Life Assurance Society as a Pension Administrator. Educational qualifications include a Bachelor of Arts in Heritage and Conservation from the University of Stirling, an HND in Travel and Tourism from Forth Valley College, and a CERT CII in Finance from The Chartered Insurance Institute, with ongoing pursuit of a Master’s degree in Resilience Leadership and Management at UHI.