Francis L. Olaguer

Managed a shared inbox of 50+ daily emails for audiologists and clinic staff across a US-based healthcare clinic, maintaining a <24-hour response turnaround. Triaged and escalated 100% of urgent clinical and scheduling concerns on the same business day, ensuring zero delays in provider response. Drafted HIPAA-compliant responses to 50+ daily patient communications — covering inquiries, referrals, and appointment coordination — with zero compliance incidents.

Managed cross-functional coordination between teams, operations, and leadership — demonstrating strong organizational and administrative communication skills. Produced data-driven performance reports using Tableau, Excel, and PowerPoint for senior stakeholders, translating complex KPI data into actionable summaries. Oversaw scheduling, shift planning, and workload distribution for a team of 15+ agents across multiple portfolios.

Handled 80 –100 patient and customer interactions daily across healthcare and retail portfolios with consistent top-decile CSAT scores. Recognized as Site Employee of the Year (2019) and Customer Experience Specialist of the Year (2019) for exceptional accuracy, communication quality, and reliability across all assigned tasks.