Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shadrea Sistrunk

Las Vegas,NV

Summary

Results-driven Supervisor with extensive experience overseeing all aspects of operations. Adept at managing multiple projects with competing priorities such as process improvements, safety initiatives, and quality control. Recognized for collaborating effectively with upper management to achieve organizational objectives. Customer Service Representative skilled in oral and written communication, active listening, and analytical problem-solving. Enhancing customer experiences through service-oriented behaviors and providing customized solutions to build loyalty.

Overview

14
14
years of professional experience

Work History

Senior Customer Service Analyst

Mutual Of Omaha
02.2024 - 06.2025
  • Delivered prompt, accurate, and professional service to policyholders, agents, and internal partners across life, health, and supplemental insurance products.
  • Researched and resolved complex customer inquiries by reviewing policy information, claims data, and service history using internal systems.
  • Served as a liaison between customers and departments such as underwriting, claims, billing, and IT to ensure timely and accurate resolution of issues.
  • Analyzed trends in customer feedback and escalations to identify process gaps and recommend improvements to enhance customer satisfaction.
  • Maintained detailed documentation of customer interactions, issue resolution steps, and follow-up actions in the CRM and policy administration systems.
  • Answered constant flow of customer calls with minimal wait times.
  • Cultivated customer loyalty, promoted repeat business, and improved sales.
  • Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.

Supervisor

Apple
07.2020 - 02.2024
  • Help manage Apple’s service and support products, including AppleCare+ and AppleCare Protection Plan.
  • Ensures customers have peace of mind with longer warranty and support eligibility periods, enhanced service experiences, and coverage for accidental damage.
  • Support AppleCare product sales to individuals and large institutional customers, as well as manage the service for these accounts.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Managed approximately 60-100 incoming calls, escalation calls, and emails from customer per day.

Caregiver

Ihss Los Angeles
05.2016 - 09.2019
  • Assist clients with daily living activities, including bathing, grooming, dressing, eating, and using the bathroom.
  • Actively engage clients through conversation and companionship.
  • Engage with clients in a manner that promotes their independence and maintains their dignity.
  • Help with meal preparation, planning, and grocery shopping.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.

Lead Customer Service Representative

Asurion
01.2014 - 04.2016
  • Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Handled high volumes of phone calls daily.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.

Healthcare Customer Service Representative

C3/CustomerContactChannels
04.2013 - 08.2015
  • Re-scheduling patient appointments as required via telephone calls and written notification to patients.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Screening and routing patient calls to other departments efficiently, insuring accurate registration, appointment scheduling and follow-up appointment scheduling in database.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.

Technical Support Representative/Sales Representative

Sitel
12.2011 - 04.2013
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
  • Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Configured hardware, devices, and software to set up work stations for employees.

Education

No Degree - Medical Coding And Billing

Northwest Career College
Las Vegas, NV
10-2023

High School Diploma -

Gardena Senior High School
Gardena, CA
06.2003

Skills

  • Customer Service
  • Excellent Written and Verbal Communication Skills
  • Strong Medical Terminology
  • Proficient in Microsoft, Word, Suite, Excel, Outlook, OneNote, PowerPoint
  • Strong Analytical and Account Research Skills
  • Excellent Active Listening Skills
  • Technical Support/Tech Savvy
  • Ability to Demonstrate Patience, Empathy and Compassion
  • Ability to Navigate Through Multiple Systems
  • Strong Time Management and Prioritization Skills
  • Strong Sales and Negotiation Skills
  • Medicare, Medicare Advantage, Medicaid Knowledge
  • Professional Telephone
  • Etiquette Excellent Attention to Detail
  • Conflict Resolution
  • Customer Relationship Management (CRM)
  • Data Entry Ability to Work Well Under Pressure
  • Ability to Meet Work Deadlines
  • Strong Problem Solving and Soft Skills
  • HIPAA Regulations
  • Complaint handling
  • Email management
  • Call center experience

Timeline

Senior Customer Service Analyst

Mutual Of Omaha
02.2024 - 06.2025

Supervisor

Apple
07.2020 - 02.2024

Caregiver

Ihss Los Angeles
05.2016 - 09.2019

Lead Customer Service Representative

Asurion
01.2014 - 04.2016

Healthcare Customer Service Representative

C3/CustomerContactChannels
04.2013 - 08.2015

Technical Support Representative/Sales Representative

Sitel
12.2011 - 04.2013

No Degree - Medical Coding And Billing

Northwest Career College

High School Diploma -

Gardena Senior High School

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