SHAWNA NASIRUDIN
Mississauga
Summary
Bilingual (English/French) customer care and case support professional with experience across healthcare, insurance-adjacent, warranty, and finance environments. Known for providing empathetic, detail-oriented support to individuals during stressful and time-sensitive situations. Experienced in interpreting contract terms and conditions, explaining coverage, maintaining accurate documentation, and supporting escalations. Highly analytical, organized, and motivated to grow within disability and benefits claims environments.
Overview
15
15
years of professional experience
Work History
Bilingual Customer Experience Specialist
Sym-Tech Dealer Services
11.2023 - Current
- Support warranty and insurance products including life, disability, and short-term coverage
- Interpret contract terms and explain coverage, limitations, and next steps
- Manage complex, high-volume case portfolios with strict SLA requirements
- Selected for quality control and audit team to review cases for accuracy and compliance
- Assist with training and onboarding of new hires
- Provide escalation support to Team Leads and Management
Specialist - Pharmacy Operations
Shoppers Drug Mart
01.2023 - 04.2023
- Supported pharmacies, vendors, and internal stakeholders with operational and patient-related inquiries
- Received foundational exposure to medications for common and major health conditions
- Created and tracked incident tickets to resolution
- Collaborated cross-functionally to resolve billing and process issues
Customer Service Lead
Dole Packaged Foods Canada
02.2022 - 10.2022
- Reviewed and processed customer and broker orders within strict timelines
- Handled escalations, credits, debits, returns, and shortage adjustments
- Maintained accurate documentation to support audits and service follow-ups
Self-Employed
Independent Service Provider
01.2020 - 01.2022
- Owned and operated a service-based business during the COVID-19 period
- Managed client communications, scheduling, billing, and service delivery
- Resolved customer issues independently while maintaining professional standards
Bilingual Order Management Coordinator
Petro-Canada Lubricants
10.2019 - 11.2020
- Served as primary point of contact for distributors and key accounts
- Processed orders and resolved delivery or documentation issues
- Coordinated with internal teams to meet service and quality standards
Bilingual Customer Service Representative
Siemens Healthineers
11.2017 - 10.2019
- Provided bilingual support in a regulated, contract-based healthcare environment
- Reviewed service contracts to determine eligibility and next steps
- Monitored response times and escalated cases when required
- Assisted new employees in navigating internal systems and tools effectively.
- Collaborated with team leaders to tailor training programs for specific roles.
- Provided support in developing training materials for new employees.
Senior Bilingual Customer Service Representative
Nissan Canada Finance
10.2016 - 09.2017
- Handled complex dealer and customer inquiries related to loans and leases
- Prepared contract documentation, payout letters, and lien releases
- Worked with internal teams to resolve escalated accounts
Bilingual Pharmacy Assistant
Shoppers Drug Mart Specialty Health Network
03.2015 - 10.2016
- Supported patients, pharmacies, and physician offices in a specialty care environment
- Managed refills, patient programs, and documentation accurately
- Maintained confidentiality and compliance with healthcare standards
Non-Technical Bilingual Customer Service Agent
TELUS Health Solutions
06.2011 - 03.2015
- Managed healthcare incident tickets within defined SLA standards
- Handled internal and external escalations (Priority 1-2 incidents)
- Maintained accurate client records and supported onboarding of new agents
Education
York University - Sociology Major, French Minor
York University
St. Aloysius Gonzaga Secondary School - Extended French Program
St. Aloysius Gonzaga Secondary School
Skills
- Patient-centered support
- Member-focused support
- Warranty product support
- Insurance product cancellation support
- Contract interpretation
- Coverage interpretation
- Empathetic communication
- Quality assurance
- Auditing
- Analytical problem-solving
- Escalation management
- Bilingual service delivery
- CRM systems
- Case management systems
- SLA-driven environments
- Client advocacy
- Policies and procedures adherence
Timeline
Bilingual Customer Experience Specialist
Sym-Tech Dealer Services
11.2023 - Current
Specialist - Pharmacy Operations
Shoppers Drug Mart
01.2023 - 04.2023
Customer Service Lead
Dole Packaged Foods Canada
02.2022 - 10.2022
Self-Employed
Independent Service Provider
01.2020 - 01.2022
Bilingual Order Management Coordinator
Petro-Canada Lubricants
10.2019 - 11.2020
Bilingual Customer Service Representative
Siemens Healthineers
11.2017 - 10.2019
Senior Bilingual Customer Service Representative
Nissan Canada Finance
10.2016 - 09.2017
Bilingual Pharmacy Assistant
Shoppers Drug Mart Specialty Health Network
03.2015 - 10.2016
Non-Technical Bilingual Customer Service Agent
TELUS Health Solutions
06.2011 - 03.2015
York University - Sociology Major, French Minor
York University
St. Aloysius Gonzaga Secondary School - Extended French Program
St. Aloysius Gonzaga Secondary School