Page 18 - 5181.L Winners Booklet - Print - English FNL Digital

Diane Roark
MAKES A DIFFERENCE
Customer Service
Lorient
Adapting Through Challenges
In a fast-paced order fulfillment setting,
proper quality control and logistics
management can make all the difference.
For Lorient North America in Lexington, KY,
Diane Roark is that difference.
From the time an order is entered to the
time it’s fulfilled, Diane is making sure
every aspect of the process runs smoothly
– from procuring raw materials at Lorient’s
factory, to interacting with customers, to
making sure everything that gets into the
customer’s hands is up to spec.
“Diane has always been a star employee,”
Kristy Jones, General Manager, Architectural
Accessories Group, said about Diane. “Diane
has been key in the growth and success
of Lorient. Diane demonstrates many key
strategies on a daily basis.”
So, what’s Diane’s secret to her
difference-making? She says that she
and her department thrive through their
adaptability. “[We’re] always changing, and
we adapt to changes quickly and without
18 pEoplE makINg a difference
question. Most of the changes are driven by
customer issues, and we strive to deliver the
best service we can.”
This excellence has not come easily, however.
This year, Diane and her team faced one
of their biggest challenges ever: the
implementation of an entirely new software
system that meant a complete revamping
of her day-to-day work and how she got her
job done. But, as she’s done so many times
in her career, Diane stepped up.
“She was determined to see it through. For
at least six months, she helped prepare for
the transition along with still maintaining
our old operating system. She had to re-
learn how to do her entire job! She never
complained, just kept the same positive
attitude that has been one of her strengths
throughout her time with Lorient.”
Outside of work, Diane can be found
drinking in the wonders of her beautiful
home state, hitting the open road with her
husband Russell and daughter Kaitlyn.