Marina Shinderuk
Strategic Operations & People Leader | Crisis Communications • Behavioral Health • Financial & Customer Success Operations
Edwards,MO
Summary
Purpose-driven operational leader with over 13 years of progressive management experience spanning crisis communications, behavioral health operations, financial services, and customer success. Skilled in building and leading high-performing teams, developing scalable systems, and delivering measurable improvements in efficiency, quality, and engagement. Proven expertise in training design, compliance oversight, and cross-functional execution between clinical, operational, and financial teams, with a strong record of aligning people, process, and technology to achieve mission-aligned goals. Recognized for empathetic yet data-driven leadership and a consistent ability to unify strategy, culture, and performance in fast-paced environments.
Overview
13
13
years of professional experience
3
3
Remote, self-managed working environment
25
25
Customer service and client engagement
Work History
Admissions & Outreach Coordinator
First Responder Wellness
Newport Beach, CA (Remote)
10.2022 - Current
- Manage the end-to-end admissions process, including insurance verification, eligibility review, pre-admission assessments, client intake, and maintain meticulous client records.
- Act as the primary liaison between clients, families, agencies, and providers, providing clear communication and seamless onboarding in sensitive situations.
- Serve as the escalation point for complex eligibility and insurance concerns, resolving issues with accuracy and empathy to support continuity of care.
- Coordinate with internal departments (clinical, billing, operations) to streamline workflows and maintain compliance with insurance and healthcare standards.
- Proficient in Salesforce CRM, EMR systems, and Google Workspace, applying tools effectively to streamline admissions, eligibility, and documentation processes.
- Represent FRW at industry conferences, professional events, and community outreach initiatives, building brand presence and trust among first responder organizations.
- Build and maintain strategic relationships with referral sources, including unions, EAPs, treatment professionals, and public safety agencies, to drive admissions growth.
- Promote FRW services in one-on-one meetings, presentations, and outreach efforts, translating organizational value into meaningful engagement opportunities.
- Support business development initiatives by identifying new referral partners, tracking outreach efforts, and collaborating with leadership to align growth strategies.
- Demonstrate adaptability in a remote, flexible work environment with irregular hours to ensure client needs are met without disruption.
- Collaborate with the organization's leadership team to create and update SOPs, training content, and marketing materials.
- Provide support and training to both new and current employees.
Insurance Broker - Property, Casualty, Life, Disability (WA & MO)
Self-Employed
Edwards, MO
11.2021 - 12.2024
- Developed tailored insurance solutions for diverse client needs.
- Educated clients on policy details, claims processes, and coverage limits.
- Maintained up-to-date knowledge of industry trends and regulatory changes.
- Coordinated with underwriters to streamline policy issuance and renewals.
- Managed client relationships through regular communication and follow-ups.
- Assisted clients in filing claims and resolving issues with prompt support.
- Interviewed prospective clients to learn about financial needs and discuss existing coverage.
- Researched coverage and premium options and supplied clients with best coverage available for individual needs.
- Built relationships with external parties, such as carriers, vendors, and regulators.
- Identified opportunities for cross-selling additional products or services.
- Presented and clearly explained insurance policy options based on clients' needs and goals.
Bank Manager
Equity Bank
Warsaw, MO
05.2022 - 04.2023
- Directed daily branch operations, ensuring compliance with banking regulations, internal policies, and audit requirements.
- Supervised, coached, and developed staff, conducting performance evaluations, training, and mentoring to drive professional growth and service excellence.
- Managed a diverse portfolio of business and consumer accounts, ensuring accuracy in account setup, renewals, and documentation.
- Built and nurtured long-term client relationships with businesses and individuals, tailoring financial solutions to meet unique needs.
- Oversaw lending activities, including small business loans, credit approvals, and risk assessments, aligning solutions with client goals and compliance standards.
- Collaborated with regional leadership and back-office teams to address escalations, streamline processes, and align with strategic objectives.
- Led business development initiatives, engaging with local companies, community organizations, and referral sources to grow deposits and loan volume.
- Ensured staff adherence to compliance and risk management protocols, reducing errors, and safeguarding sensitive financial data.
- Analyzed financial performance metrics, prepared reports to guide decision-making, and operational improvements.
- Represented the organization in the community through networking, outreach, and local partnerships, strengthening the branch's visibility and reputation.
Supervisor, 9-1-1 Communications Center
City of Seattle
Seattle, WA
08.2008 - 11.2021
- Directed onboarding, training, scheduling, and supervision of a large, diverse team in a 24/7 unionized public safety communications center.
- Oversaw FMLA, ADA, and LOA processes, ensuring compliance with federal and state law, as well as collective bargaining agreements, while supporting employees with empathy.
- Managed performance evaluations, coaching, corrective actions, and professional development to maintain high operational and service standards.
- Coordinated with internal leadership, HR, labor relations, and external stakeholders (law enforcement, fire/EMS, utilities, OEM) to align operations and resolve complex issues.
- Served as the primary escalation point during critical incidents, guiding staff through emergencies, officer-involved shootings, mass casualty events, and large-scale demonstrations.
- Developed and maintained complex 24/7 staffing rosters, balancing operational needs with contractual employee rights, overtime management, and contingency planning.
- Conducted audits, reporting, and documentation reviews to ensure regulatory compliance, accuracy, and readiness for litigation, grievances, or external audits.
- Partnered with IT and vendors to implement technology upgrades, CAD enhancements, and communications system improvements, streamlining workflows, and reducing errors.
- Delivered ongoing training and continuing education programs, ensuring staff remained proficient in policies, procedures, and evolving technologies.
- Promoted employee wellness, morale, and resilience by connecting staff to resources after traumatic events, and fostering a culture of teamwork and professionalism.
Skills
- Strategic & Operational Leadership
- Process Optimization & Workflow Design
- Staff Training, Coaching & Empowerment
- Crisis Management & Decision-Making Under Pressure
- Quality Assurance & Compliance Oversight
- Customer Experience & Success Strategy
- Cross-Functional Collaboration (Clinical, Financial, Operational Teams)
- Data-Informed Strategy & KPI Management
- Financial & Risk Oversight
- Policy Development & Implementation
- Emotional Intelligence & Team Engagement
- Technology Systems Proficiency (Salesforce, EMR, Google Workspace, Microsoft Suite)
LEADERSHIP HIGHLIGHTS
- Built and delivered ongoing suicide-prevention, crisis communication, and de-escalation training for frontline teams; established feedback loops to improve content and performance.
- Led large, diverse teams in a 24/7 public safety communications center, overseeing onboarding, scheduling, performance management, and compliance with policy, law, and CBA.
- Drove admissions and client success workflows for a national behavioral-health provider; served as escalation point for complex eligibility/insurance issues; partnered across clinical, billing, and operations to streamline handoffs.
- Developed SOPs, onboarding materials, and continuing-education modules; coached new and tenured staff to measurable standards in quality, timeliness, and documentation.
Languages
Ukrainian
Native language
English
Advanced (C1)
C1
Russian
Upper Intermediate (B2)
B2
Timeline
Admissions & Outreach Coordinator
First Responder Wellness
10.2022 - Current
Bank Manager
Equity Bank
05.2022 - 04.2023
Insurance Broker - Property, Casualty, Life, Disability (WA & MO)
Self-Employed
11.2021 - 12.2024
Supervisor, 9-1-1 Communications Center
City of Seattle
08.2008 - 11.2021