Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Deyanira Olguin

San Benito

Summary

Dynamic Customer Support Team Lead at Charter Spectrum with a proven track record in training and mentoring teams. Expert in problem-solving and team leadership, driving significant improvements in customer satisfaction. Successfully managed escalated issues, enhancing service quality and fostering collaboration across departments. Committed to continuous improvement and operational excellence.

Overview

26
26
years of professional experience

Work History

Customer Support Team Lead

Charter Spectrum
02.2019 - Current
  • Provide support and guidance to production to improve customer experience and metrics
  • Utilized advanced skills in solving problems and making accurate decisions to resolve escalated calls
  • Assisted Business Manager with call audits for AHT, Mobile, Performance and various other projects
  • Utilized knowledge of previous supervisor experience for coaching and developing agents when providing coverage when supervisors are out
  • Provide recommendations on save offers and business rules to support Charter’s strategy
  • Oversee and manage the lead's schedules, vacation and task time

Patient Registration Supervisor

Conifer Health
01.2015 - 11.2018
  • Coordinated staff training sessions on regulatory changes or updated software systems as needed to remain current in industry best practices.
  • Developed performance metrics for the Patient Registration team, driving continuous improvement initiatives.
  • Managed sensitive patient information with utmost discretion and compliance with HIPAA regulations.
  • Evaluated existing workflows and implemented improvements to increase overall productivity within the department.
  • Facilitated cross-departmental communication to ensure seamless coordination during high-volume periods or emergencies.
  • Assisted in recruiting top-tier talent for open positions within the Patient Registration team, contributing to increased overall performance levels.

Director of Admissions

Southern Careers Institute
01.2015 - 10.2018
  • Conducted regular evaluation of admission policies and procedures, making necessary adjustments to maintain alignment with institutional objectives.
  • Served as primary contact for coordination of application screening and tracking, visit and interview arrangement and marketing communications.
  • Increased enrollment rates by developing and implementing strategic recruitment initiatives.
  • Served as a liaison between prospective students, families, faculty, and administration throughout the admissions process, facilitating seamless communication among all parties involved.
  • Implemented recruitment methods designed to increase application pool within targeted areas.
  • Led training sessions for staff on best practices in admissions processes, enhancing consistency among team members.
  • Advised applicants on prospects for admission and strategies for meeting academic and extracurricular credentials.

Customer Service Supervisor

T-Mobile
09.1999 - 08.2009
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Bilingual recruiter, interviewing, testing, screening for potential talent.

Education

No Degree - Bachelor in Nursing

TSTC
Harlingen, TX

Certificate - Business Administration And Management

TSTC
Harlingen, TX
05-1993

High School Diploma -

San Benito High School
San Benito, TX
01-1991

Skills

  • Training and mentoring
  • Team building
  • Teamwork and collaboration
  • Problem-solving
  • Multitasking and organization
  • Team leadership

Languages

Spanish
Full Professional

Timeline

Customer Support Team Lead

Charter Spectrum
02.2019 - Current

Patient Registration Supervisor

Conifer Health
01.2015 - 11.2018

Director of Admissions

Southern Careers Institute
01.2015 - 10.2018

Customer Service Supervisor

T-Mobile
09.1999 - 08.2009

No Degree - Bachelor in Nursing

TSTC

Certificate - Business Administration And Management

TSTC

High School Diploma -

San Benito High School

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