Diana Howard
Louisville
Summary
Dynamic customer service professional with a proven track record at Citizens Insurance, adept at fostering strong relationships and resolving complex issues with empathy. Recognized for enhancing claim processing efficiency and maintaining meticulous attention to detail, while consistently exceeding customer satisfaction goals through effective communication and a reliable work ethic.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
41
41
years of professional experience
Work History
Customer Service Cashier
Peddlers Mall
02.2024 - 03.2025
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
Customer Service/Sales/Merchandising
Le Boutique Shop
01.2021 - 01.2024
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
Customer Service/Sales/Staging
Mustard Seed
01.2015 - 01.2021
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
Customer Service/Inside Sales
International Paper
01.2000 - 01.2014
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Workers Comp Adjuster
Citizens Insurance
01.1991 - 01.2000
- Maintained strong relationships with policyholders, agents, and colleagues by consistently demonstrating professionalism, empathy, and effective communication skills.
- Ensured compliance with state regulations and company policies through diligent review of all claim-related materials.
- Assisted clients in understanding their insurance coverage by explaining complex terms and conditions clearly and concisely.
- Improved claim processing efficiency by conducting thorough investigations and promptly addressing discrepancies.
- Leveraged strong negotiation skills to resolve claim disputes, resulting in favorable settlements for both the company and policyholders.
- Analyzed information gathered by investigations to report findings and recommendations.
- Increased overall productivity by managing a large caseload while maintaining strict attention to detail and accuracy in documentation.
Caseworker
Livingston County Friend of Court
01.1984 - 01.1991
- Assessed needs of each client and recommended appropriate services and resources.
- Monitored case progress for timely completion and compliance with applicable regulations.
- Prepared detailed reports for court proceedings that accurately reflected clients'' progress and recommended next steps.
- Maintained up-to-date records on all clients, enabling accurate monitoring of progress and appropriate case planning adjustments.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
Education
Veterinary Science
Michigan State University
East Lansing, MIHigh School Diploma -
Howell Senior High School
Howell, MISkills
- Customer service
- Patience and composure
- Cash register operation
- Customer satisfaction
- Retail merchandising
- Data entry proficiency
- Product merchandising
- Attention to detail
- Phone etiquette
- Positive and professional
- Reliable and responsible
- Honest and dependable
Timeline
Customer Service Cashier
Peddlers Mall
02.2024 - 03.2025
Customer Service/Sales/Merchandising
Le Boutique Shop
01.2021 - 01.2024
Customer Service/Sales/Staging
Mustard Seed
01.2015 - 01.2021
Customer Service/Inside Sales
International Paper
01.2000 - 01.2014
Workers Comp Adjuster
Citizens Insurance
01.1991 - 01.2000
Caseworker
Livingston County Friend of Court
01.1984 - 01.1991
Veterinary Science
Michigan State University
High School Diploma -
Howell Senior High School
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