DIANE E.

HAWN
10911 Rio Ruso Drive * Windsor, CA 95492
(707) 836-9275 * dh1252f52@westpost.net
OBJECTIVE
An opportunity to use my administrative, customer service, and human resources s
kills for a company that demands exceptional organization and communication.
QUALIFICATIONS
Several years of progressively responsible experience involving customer service
in the insurance,
health care, and banking industries demonstrating the following areas of experti
se:
* Possess outstanding problem-solving and human relations skills
* Proven oral and written communication abilities in diverse work environments
* Charged with responding to internal HR policy, procedure, and benefits questi
ons
* Demonstrate exceptional detail orientation; generate accurate monthly statist
ical reports
* Skilled in developing and transmitting clear policies and procedures; resolve
complex escalations effectively
* Seasoned supervisor with experience in interviewing, training, and evaluating
* Designed content for WebEx training components; explained HR policies and ben
efits to employees
* Experienced in directing multi-functional teams and coordinating trainings an
d special events
* Committed team worker with professional attitude and positive outlook
* Able to learn quickly and work well under pressure
EXPERIENCE
FIREMAN'S FUND INSURANCE COMPANIES, Novato, California 2000 to 2009
HR Senior Service Specialist/HR OnCall Team Lead
Originally hired in newly created department to lead team; reclassified as senio
r service specialist in 2007. Verified, explained, and clarified HR, benefits, p
ayroll, and related policies for internal customers and retirees, referring call
ers to appropriate resources. This team was a human resources call center, but a
lso provided administrative support to other HR departments. Continuously assist
ed team with calls, voicemail, emails and mail in addition to processing new hir
e paperwork and maintaining personnel files. Conducted weekly new employee benef
it orientation classes via webinar. Provided callers with guidance through compa
ny intranet and databases for HR form completion. Hired, coached, and evaluated
new representatives; created and updated training manual; maintained current HR
information; developed statistical reports; and served on special operation and
vendor project teams. Answered procedural questions, clarified policy issues, an
d resolved problems/escalated calls. Served as the liaison across many departmen
ts and outside service providers. Was responsible for keeping employment law pos
ters updated for entire company. Planned and coordinated company blood drives. S
erved on committees exploring HR outsourcing and consolidation. Performed resear
ch, developed call center job analyses, and tracked performance statistics for u
se in planning long-term resource allocation. Participated in preparing knowledg
e database to merge database, security, and other internal records. Assisted wit
h the transition of the department to a full HR service center. Final project in
volved consolidating HR teams in California and Minnesota.
REDWOOD HEALTH SERVICES, Santa Rosa, California 1998 to 2000
Claims/Customer Service/Provider Relations Supervisor
Customer Service/Provider Relations Supervisor (2/99 to 6/00)-Worked closely wit
h physician groups and representatives to process claims and authorizations. Res
earched coverage contracts and benefits agreements and made adjustments as neede
d. Monitored member concerns and explained exceptions and limitations in benefit
s. Coached and organized staff of 12 organized as an employee team. Analyzed dat
a and produced departmental reports to track continuous quality improvement. Con
tinued to serve on teams with management groups.
Customer Service Supervisor (12/98 to 1/99)-Maintained and enhanced working rela
tionships with internal and external customers on claims and service-related iss
ues through company's expansion to include managed care. Worked closely with mem
bers to process routine covered claims. Hired and trained team members, planned
and coordinated work schedules, and evaluated staff at periodic intervals. Produ
ced departmental reports; made recommendations to and provided updates for upper
management.
Claims/Customer Service Supervisor (5/98 to 11/98)-Hired as first-line manager i
n organization offering third-party benefits administration for large employers.
Supervised staff involved in processing claims and providing customer service.
Worked with management to plan, coordinate, and implement projects, policies, an
d procedures. Adding new lines of business caused Claims and Customer Service to
split into two departments.
DIANE E. HAWN Page Two
EXPERIENCE (continued)
FIREMAN'S FUND INSURANCE COMPANIES, Novato, California 1990 to 1998
Customer Service and Supervisory Positions
New Loss/Phone Unit Supervisor (5/95 to 5/98)-Supervised and evaluated 9 people
in claims setup unit that received documentation from employers and medical prof
essionals, verified information, and created claim files for processing within s
trict time deadlines. Counseled and coached employees; maintained confidential f
iles, and took part in individual and team interviews. Participated in team meet
ings, assisted other departments and managers to streamline operations and incre
ase efficiency, maintained statistical data, and prepared reports covering produ
ction.
Claims Service Special Unit Supervisor (9/92 to 4/95)-Supervised and evaluated 1
2 people in specialized clerical unit to support adjusters. Established, priorit
ized, coordinated, and monitored work assignments; held meetings with staff; int
erpreted company policies; and acted as liaison between adjusters and clerical s
upport. Trained new staff to work within prescribed turnaround time; cross-train
ed staff to act as phone backup for
customer service. Prepared exhibits and reports detailing productivity and work
quality.
Customer Service Unit Supervisor (9/91 to 8/92)-Supervised 5 employees working t
o clarify claims questions
by explaining company policies and procedures to claimants, attorneys, physician
s, and in-house personnel. As supervisor, responded to complaints referred by st
aff. While handling 800 to 1,000 calls per day, staff assisted other departments
by processing payments, verifying documents, and indexing files. Promoted to Sp
ecial Unit, which handles specialty claims (litigation, long-term, etc.).
Customer Service Representative (11/90 to 8/91)-Communicated directly with claim
ants and health care and legal professionals to supply information and resolve c
oncerns within the limits of the team's "abandon ratio." Consistently received e
xcellent reviews and was promoted to supervisory position within 9 months.
IMPERIAL SAVINGS AND LOAN ASSOCIATION, Santa Rosa, California 1988 - 1990
Customer Service Manager
Worked closely with Branch Manager to oversee branch operations. This position r
equired greater emphasis on customer relations and sales/ marketing. Supervised
and scheduled 9 employees and conducted weekly staff and sales meetings. Resolve
d customer complaints; advised staff regarding customer service policies, produc
t offerings, and selling skills. Monitored loss reduction, fee income, productiv
ity, account retention, and expense controls; adjusted procedures as needed. Pre
pared quarterly security reports, daily GL balance, and traveler's check reconci
liations. Assisted in developing annual budget and preparing monthly profit and
loss reports. Certified to train staff on advanced computer system.
EDUCATION AND TRAINING
Fireman's Fund Insurance Company Training 1991-2009
Training courses related to the insurance industry, including communications,
leadership, supervision, decision making, call center operations, and employme
nt law
Santa Rosa Junior College
Being Effective with Challenging People/Situations 2002
Dynamic Communicating: Expressing Your Best Self 2002
SkillPath Seminar
Management Skills for the New or Prospective Manager 2001
Imperial Savings Training Courses, California
Interviewing Skills Workshop and Supervision I (Diploma) 1988
Institute of Financial Education, Iowa (Diplomas)
Teller Operations and Savings Association Operation 1986