Diyana Shaker
Kitchener,Canada
Summary
Dynamic business professional with expertise in process improvement, workflow automation, and digital transformation. Proven leader skilled in leveraging MS Excel and Microsoft Power Platforms for data analysis and operational efficiency. Strong communication and customer service focus, with experience in human-centered design and strategic solution implementation. Seeking to contribute to organizational success through service optimization.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Specialist, Document Automation
Manulife
08.2021 - Current
- Lead projects and collaborate with cross-functional teams to implement form solutions that align with business objectives, focusing on automation and streamlining processes to meet tight CAP deadlines.
- Automate the creation of documents for US Retirement Forms by designing a Power Automate flow that populates plan-specific information into Word documents, enhancing efficiency and mitigating risk.
- Develop and implement an intake tool for Canada Retirement Forms using Microsoft Power Platforms, significantly streamlining the process of creating reports in Power BI.
- Create solutions to make documents AODA compliant, resulting in annual savings of approximately $150,000 by eliminating the need for an external vendor.
- Identify customer needs to develop precise application requirements, strategically coordinate updates to ensure compliance, and proactively recommend enhancements for optimal operational efficiency.
- Deliver exceptional customer service to internal clients by managing and enhancing form changes while handling multiple tasks under tight deadlines, exercising sound judgment and decision-making skills.
- Exhibit strong communication skills to engage with subject matter experts, manage vendor relationships, and collaborate with IT and QA teams for application coding changes.
- Provide exceptional customer service by managing form changes and prioritizing tasks to meet tight deadlines.
- Create and maintain comprehensive procedures and checklists for forms management and customization.
Claims Adjudicator
Agricorp
02.2018 - 08.2021
- Verify and process claims with financial analysis and eligibility determination.
- Lead case reviews for large and complex program cases.
- Mentored associate adjudicators and contribute to training sessions.
- Responsible for accurate verification and processing of claims, including financial reviews and analysis of producer applications to determine eligibility for Agricorp delivered programs.
- Reviews, verifies, and approves claims applications for all large and complex program cases.
- Creates client files, assesses applications for claims against coverage, reviews data for completeness, researches and investigates discrepancies, and calculates program benefits according to Agricorp’s contractual obligations and adjudication best practices.
- Participate in case conferences and confers with the senior quality advisor, claims specialist or team leader on claims requiring legal counsel or on potential appeals.
- Offers input into decisions regarding new tools, processes, and technology upgrades.
- Coaches and mentors associate claims adjudicators. Contributes to training and development.
- Provides service excellence to clients by staying current on Agricorp products and services.
- Uses critical judgment to make decisions and solve problems involving varied levels of complexity, ambiguity, and risk.
- Develops, implements, evaluates, and adjusts plans to reach goals while ensuring the optimal use of resources. Settles claims within a predetermined monetary limit.
- Displayed a strong sense of prioritizing by distinguishing between low and high-priority activities during project management.
Associate Claims Adjudicator
Agricorp
06.2017 - 02.2018
- Communicated with clients to provide program guidance.
- Analyzed complex files and resolved discrepancies.
- Professionally communicated with clients and their agents to understand their operations, provide advice and answers regarding their applications and the AgriStability program.
- Adjudicated complex files using critical thinking and determined how to best resolve issues.
- Analytical skills were utilized to problem solve case-specific errors. Additionally, determined how to best handle unique files while being consistent with best practices from prior years.
- Claims applications were reviewed and approved depending on eligibility, accuracy, and within monetary limit. High-risk issues with files were escalated to the Team Lead.
- Identified claims applications with inconsistencies and investigated the source of error.
- Calculated program benefits according to adjudication principles and set business goals.
Accounting Administrator
Jaycee Farms
08.2016 - 06.2017
- Managed sales orders and inventory using Sage 300 and Mitrace.
- Filed and keyed in sales orders, invoices, and purchase orders into Sage 300.
- Prepared and verified the completeness and accuracy of airport documents for shipment pickup. Additionally, analyzed receiving paperwork and raw material count.
- Arranged daily driver logs for order deliveries while ensuring payments were completed on time with accuracy. Maintained inventory levels in Mitrace as well as in the warehouse.
- Communicated effectively through verbal and written channels with clients and partners.
- Completed reception-based duties including answering the phone and greeting visitors.
Accounts Payable Office Assistant
AOC Resins and Coatings
06.2015 - 09.2015
- Processed invoices and maintained financial records in ORACLE.
- Maintained and updated raw materials in MS while collaborating with the Finance team.
- Organized emails through Outlook, as well as managed cheques and other ad hoc activities.
- Matched invoices with shipments; filed, batched, and keyed invoices into ORACLE for pay.
- Established strong organizational and time management skills through detailed execution.
Tax Professional
H&R Block
01.2015 - 05.2015
- Built client relationships and completed tax returns using DT Max.
- Established confidential and professional relationships with clients; evaluated their circumstances through tax returns and discovered ways to alleviate their hardships.
- Developed extensive knowledge of the DT Max software to complete returns.
Education
Diploma in Business Administration - Accounting
Conestoga College
Kitchener, Ontario04.2017
Chartered Insurance Professionals (CIP) Designation -
Insurance Institute of Ontario
Kitchener, Ontario01-2025
Skills
- Process improvement and workflow automation expertise using Microsoft Power Apps, including Power Automate, Power BI, Forms, and SharePoint Lists
- Experience with Design Thinking, Human-Centered Design principles, Lean, Six Sigma, and AGILE methodologies
- Advanced MS Excel skills for data analysis and reporting
- Excellent communication, customer focus, and interpersonal skills
- Project management principles and multitasking proficiency
- Leadership in team motivation, building, and mentoring
- Effective use of Adobe for document management
Certification
- Certified Practitioner of Human-Centered Design
- Lean Six Sigma Certification – in progress
- 401(k) Administrative Skills Certification
- H&R Block Certificate of Completion
Timeline
Specialist, Document Automation
Manulife
08.2021 - Current
Claims Adjudicator
Agricorp
02.2018 - 08.2021
Associate Claims Adjudicator
Agricorp
06.2017 - 02.2018
Accounting Administrator
Jaycee Farms
08.2016 - 06.2017
Accounts Payable Office Assistant
AOC Resins and Coatings
06.2015 - 09.2015
Tax Professional
H&R Block
01.2015 - 05.2015
Diploma in Business Administration - Accounting
Conestoga College
Chartered Insurance Professionals (CIP) Designation -
Insurance Institute of Ontario