Customer Service Manager

JOHN S. YRUNGARAY **** W. **th Ave. Kennewick, WA 99338 801-***-**** ugdh82@r.postjobfree.com

SENIOR OPERATIONS LEADER

Senior Operations Leader with twelve years of Customer Service, Data Analysis and Project Management experience and a track record of driving results in fast paced business environments. Highly adept at analyzing business data, creating strategic priorities and executing those priorities on a tactical level. Known for leadership and ability to work across a variety of organizations and communicate with people at all levels including partners and leaders of Fortune 100 companies. Versed in various desktop technologies including Microsoft Office, Excel, PowerPoint, and Mac OS. Fluent in Spanish.

WORK EXPERIENCE

Senior Manager, Customer Service 2009-present

Amazon.com, Kennewick, WA

Lead large customer service teams with multiple areas of focus including Amazon’s flagship retail business and exploding digital product line (Kindle, Digital Music and Video on Demand). Led revitalization of Telecommuting Work From Home program to increase staffing capacity beyond physical space constraints. Lead workforce management team responsible for staffing, training, scheduling and monitoring service levels for 700 seat contact center.

Relaunched struggling Work From Home program; grew remote staff 320%

Implemented leadership support infrastructure for Work From Home program to improve response time 80% (also positively impacted average contact handle time)

Led project to bring center into compliance with Washington state labor laws

Senior Manager, Customer Care & Client Services 2007-2009

Move Networks, American Fork, UT

(Technology Startup) Startup Experience: Led technical support and systems administrator teams for the world’s premier internet television broadcast company. Manage day-to-day operations including documenting customer requests, providing project status updates and prioritizing and assigning tasks/issues to available resources.

Improved productivity 200% by developing production tools to streamline workflow.

Augmented support capacity 166% by building production services framework including 24x7 domestic and international support.

Increased number of live production events 103% year-over-year by streamlining production delivery process.

Grew critical key performance indicator (minutes viewed per visit) 30% by increasing quality and breadth of content.

Internal Consultant, 2006-2007

eBay, Inc., Draper, UT

Led team of 13 associates who drove continuous improvement to customer support process. Improved complaint procedures and resolved customer escalations on behalf of the Executive Staff. Analyzed customer data, highlighted key insights and opportunities and presented recommendations for process improvement and cost savings.

Achieved annual head count savings of $260,000 through analysis of workflow and restructuring of phone system.

Increased response time 83% resulting in improved client satisfaction.

Improved employee satisfaction 21% by creating performance evaluation process (productivity/quality metrics).

Manager, Fraud Risk Operations, 1999-2006

eBay, Inc., Draper, UT

Managed teams ranging in size from 10-60 customer service agents. Managed day-to-day customer support operations (email and chat) including service levels and productivity metrics. Led voice of the customer programs for multiple verticals in Collectibles Business Unit. Analyzed customer interactions and feedback to capture business opportunities. Enhanced operational process improvement and people management creating a positive impact.

Decreased fraud 177% year-over-year- through analysis of focus group feedback.

Achieved 90% reduction in Intellectual Property Infringement claims in two months by identifying and eliminating counterfeit video games.

Increased productivity 30% – analyzed queue performance across department, raised expectations, identified additional training needs and organized training.

EDUCATION

Master of Business Administration, University of Utah, Salt Lake City, UT

Bachelor of Arts, Spanish, Brigham Young University, Provo, UT

PROFESSIONAL AFFILIATIONS

Member, National Society of Hispanic MBA’s (NSHMBA)

COMMUNITY SERVICE

Fundraiser, Salvation Army - Angel Tree Gift Drive, SLC, UT

Coach, Herriman Youth Soccer, Herriman, UT

Fundraiser, Susan G. Komen for the Cure, SLC, UT

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