Diana Kaplan
Antwerp
Summary
Highly committed team member with a positive attitude and strong communication skills. Supportive, flexible, and well-organized. Believes in continuous learning, creative problem-solving, and leading by example. A true team player who values trust above all.
Overview
14
14
years of professional experience
Work history
Operations representative- LPS
Cigna International
Antwerp
01.2025 - Current
- Delivered a positive customer service experience for 8+ clients in portfolio
- Made thorough case ownership an absolute priority
- Identified potential complaints early and ensured prompt, effective resolution
- Managed recurring payments accurately and on time
- Completed client and insurer reporting files with precision
- Assisted with cases of absent colleagues whenever possible
- Supported training of new hires and addressed follow-up questions
- Effectively managed a high-volume workload
- Maintained a proactive, positive, and solution-oriented attitude
Customer Service Representative - Contact Center
Cigna International
Antwerp, Belgium
08.2022 - 12.2024
- Prompt handling of incoming calls and emails
- Assisting members through active listening and growing expertise
- Self-study of contract summaries and non-mandatory trainings to improve work quality
- Acting as a team champion and providing support where needed
- Assisting supervisor team with daily statistics
- Screening and managing the buddy queue
- Maintaining professionalism in challenging situations
- Striving to find satisfactory solutions for members at all times
Market Researcher (interim position for six weeks)
Mindgap
Antwerp
05.2022 - 07.2022
- Translation of surveys into German and English
- Preparation and distribution of survey emails
- Conducting survey interviews over the phone
- Consolidating and summarizing interview content
English-German Translator in Home Office
Educating For Impact
Antwerp, Belgium
08.2020 - 07.2022
- Translation of teaching materials for elementary and high school
- Translation of educational websites
- Subtitle translation for educational videos
Office Manager
Jewish Community of Osnabrück
Osnabrück, Germany
11.2015 - 12.2018
- Reception and office management
- Handling correspondence in German and Russian
- Providing occasional counseling to community members
- Preparatory accounting and financial record support
- Instructing payments and managing on-site cash register
- Writing articles for the community newspaper
- Assisting with planning and execution of community events
Assistant to the CEO
Ronald S. Lauder Foundation
Berlin, Germany
04.2012 - 10.2015
- Reception and appointment management
- Handling incoming and outgoing correspondence in German and English
- Assisting with travel arrangements
- Performing preparatory accounting tasks
- Supporting and coordinating Foundation events
Education
Training Course - Language Interpretation and Translation
Englishes Institut Heidelberg
Heidelberg, GermanySkills
- Handles incoming claims and communication promptly and professionally
- Prevents complaints from escalating by taking ownership and providing solutions
- Understands complex operational systems
- Creates and maintains structured workflows
- Provides assistance and encouragement to team members
- Collaborates effectively across international platforms
- Maintains professionalism and focus in stressful situations
- Communicates clearly through active listening and empathy
- Strives to find solutions at all times
- Learns new materials quickly
- Committed to continuous training and improvement
Languages
English
Proficient (C2)
German
Proficient (C2)
Russian
Proficient (C2)
Italian
Upper intermediate
Dutch
Intermediate
French
Intermediate
Timeline
Operations representative- LPS
Cigna International
01.2025 - Current
Customer Service Representative - Contact Center
Cigna International
08.2022 - 12.2024
Market Researcher (interim position for six weeks)
Mindgap
05.2022 - 07.2022
English-German Translator in Home Office
Educating For Impact
08.2020 - 07.2022
Office Manager
Jewish Community of Osnabrück
11.2015 - 12.2018
Assistant to the CEO
Ronald S. Lauder Foundation
04.2012 - 10.2015
Training Course - Language Interpretation and Translation
Englishes Institut Heidelberg