Kristy Olguin
Dynamic Memory Care Director with extensive experience at Orchard Park Senior Living, excelling in dementia care and family support. Proven track record in staff development and medication management, enhancing resident well-being through innovative activity programming. Recognized for exemplary communication and problem-solving skills, fostering a compassionate and compliant care environment.
Work History
Memory Care Manager
2 YearsSupported daily operations for residential home serving people with Alzheimer’s and dementia. Managed staff schedules, timesheets, and hours. Recruited, terminated, led orientation, and provided required training for new employees. Handled maintenance needs and completed quarterly staff training updates as needed. Oversaw care for 8 residents, maintained compliance with state regulations, and managed medications, groceries, supplies, and floor coverage when needed.
Memory Care Director
3 Years 4 MonthsManaged memory care facility with 35 residents and a staff of anywhere from 20-40 employees. Handles all medical records, charting, ordering medications. Updated families on a weekly bases. Did activities with residents. Created monthly activity calendar. Scheduling for staff, filled in working floor when needed. Helped in kitchen and all other departments as needed
Technical Support Supervisor
5 Years- Supervised technical support team, resolving escalations and maintaining consistent service quality.
- Monitored ticket queues, prioritized workloads, and ensured timely case resolution.
- Coached agents on troubleshooting steps, documentation standards, and customer communication.
- Coordinated cross-functional support for system outages, account issues, and service disruptions.
- Tracked recurring issues, identified root causes, and recommended process improvements.
- Reviewed case notes for accuracy, completeness, and compliance with support procedures.
- Managed staffing coverage and adjusted schedules to support service demand.
- Developed comprehensive training materials to ensure consistent knowledge across the technical support team.
- Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.
- Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments.
- Coordinated cross-functional teams to address software and hardware issues, improving overall product quality.
- Managed escalated customer complaints, resulting in swift resolutions and strengthened client relationships.
- Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.