Willie Sistrunk
Summary
Results-oriented professional with over 25 years of diverse experience in healthcare operations, team management, and customer service, including five years thriving in remote work environments. Recognized for enhancing operational efficiency, driving revenue growth, and delivering exceptional client care. Possesses strong analytical skills, effective communication abilities, and a keen attention to detail, ensuring high standards of performance. Proven track record in fostering collaborative team dynamics and mentoring staff to achieve organizational goals. Passionate about leveraging extensive expertise to contribute positively in a remote role focused on continuous improvement and high-quality service delivery.
Overview
20
20
years of professional experience
Work History
Inbound Call Center Representative
Mavis Tire Supply Corporate Office
06.2025 - Current
- Serve as a primary customer contact handling high-volume inbound calls for automotive products and service solutions in a fast-paced environment.
- Process customer requests efficiently while ensuring accuracy, professionalism, and high customer satisfaction.
- Build strong customer relationships by identifying client needs, recommending appropriate solutions, and maintaining a customer-centric approach.
- Coordinate service scheduling and communicate timelines clearly to support on-time customer service delivery.
- Utilize consultative sales techniques to increase customer retention, drive revenue growth, and improve overall customer experience.
- Resolve customer concerns professionally by collaborating with internal teams to ensure timely and effective solutions.
- Maintain detailed customer information and service records with strong attention to detail and organizational skills.
- Consistently meet performance expectations in communication, service quality, and customer satisfaction metrics.
Account Manager
Human Care Home Care Agency
NYC
01.2024 - 05.2025
- Coordinated home care services for clients, ensuring timely delivery, high satisfaction, and adherence to care standards.
- Serving as a liaison between patients, families, healthcare providers, and community resources, facilitating effective communication and care coordination.
- Managed client intake processes, conducting eligibility assessments and insurance verifications to streamline service delivery.
- Educating patients and families on health management strategies, available services, and resources to enhance self-care and overall well-being.
- Conducting comprehensive assessments of patients' health needs and developing individualized care plans in collaboration with interdisciplinary teams.
- Facilitated NHTD/TBI waiver programs for Alzheimer's and dementia patients while supporting HHA/PCA and CDPAP programs.
Medical Field Sales Representative
Pangea Health
Brooklyn
04.2022 - 01.2024
- Provided revenue growth through strategic territory management and introduction of medical products.
- Worked closely in Oncology sales with a client at Pangea, Trial Library, which focused on providing community practices and hospitals with access to oncology, urology, and hematology clinical trials for cancer patients.
- Executed consumer engagement initiatives by strategically placing marketing materials in high-traffic areas within offices.
- Utilized excellent communication skills to establish relationships with healthcare professionals and clinical staff to present product and service offerings, as well as continuously progress towards client acquisition.
- Provided a consultative approach to uncover decision-makers' needs and interests to ensure targeted presentations.
Independent Contractor / Operator Owner / Driver
Crossworld LLC
NY
06.2020 - 04.2022
- Performed routine maintenance on truck and auxiliary equipment, including cleaning, lubricating, recharging batteries, and fueling, to optimize productivity and operational workflow.
- Maintained valid proof of insurance, registration, and Federal Motor Carrier Service Association Proof of Authority to ensure compliance and operational readiness.
- Picked up and delivered cargo freight in North East Country Regions within established time frames, successfully meeting clients' expectations that established repeat business.
- Delivered to docks, ports, and places of business with 26-foot trucks using knowledge of roads, highways, and interstates.
- Operated heavy equipment, including forklifts, straps, and pallet jacks.
Retention Field Supervisor
Fidelis Care
NY
10.2015 - 02.2020
- Supervised Field Retention staff across Bronx, Westchester, and Rockland counties, overseeing Marketing field community offices to enhance regional retention efforts.
- Facilitated daily communication with Retention team to implement strategies ensuring successful recertification of members for Medicaid, Child Health Plus, Essential, and Exchange plans.
- Assigned team members to territories with designated books of business to optimize member retention and drive new membership growth.
- Documented the team's day-to-day key performance indicators (KPIs) and provided weekly and monthly production reports outlining the team's progress and achievements.
- Recruited and hired new staff, and provided training for state-wide mandates, updates, and compliance requirements.
- Conducted field team spot checks, made client survey calls, and provided staff with feedback for continuous improvement.
- Acted as the Late-Night Retention Call Center Supervisor, monitoring team performance through NICE and Salesforce systems, tracking outbound call goals, and providing constructive feedback to maintain high morale.
Marketing & Retention Supervisor
Fidelis Health Plan
10.2006 - 01.2015
- Led a retention customer service team in a call center environment for two days, focusing on enhancing customer satisfaction and retention through effective communication and problem-solving strategies.
- Collaborated with team members to develop effective strategies for collecting outstanding debts, resulting in improved recovery rates and heightened member satisfaction.
- Managed calls for medical coverage recertification, guiding members through the process.
- Led retention customer service team for two days in call center, enhancing customer satisfaction and retention through effective communication and problem-solving.
- Documented interactions and collection activities in CRM system, ensuring compliance with company policies and regulations while clearly communicating account status to members.
- Documented all interactions and collection activities in the CRM system, ensuring compliance with company policies and industry regulations while providing clear communication to members regarding their account status.
Education
Monroe College/ High School Equivalency Diploma
Bronx, NYSome College (No Degree) - Business Administration And Management
Monroe College
Bronx, NYSkills
- Salesforce CRM
- Client management
- Data Analysis
- Customer Service
- Attention to Detail
- Problem-Solving
- Time Management
- Team Collaboration
- Cross-Functional Collaboration
- Staff Training & Leadership
- Adaptability
- Multitasking Abilities
- Communication Skills
- Strong Interpersonal Skills
- Client management
References
Shall be available upon request.
Languages
English, Native or Bilingual Proficiency
Timeline
Inbound Call Center Representative
Mavis Tire Supply Corporate Office
06.2025 - Current
Account Manager
Human Care Home Care Agency
01.2024 - 05.2025
Medical Field Sales Representative
Pangea Health
04.2022 - 01.2024
Independent Contractor / Operator Owner / Driver
Crossworld LLC
06.2020 - 04.2022
Retention Field Supervisor
Fidelis Care
10.2015 - 02.2020
Marketing & Retention Supervisor
Fidelis Health Plan
10.2006 - 01.2015
Monroe College/ High School Equivalency Diploma
Some College (No Degree) - Business Administration And Management
Monroe College