John Yrungaray, MBA

Mr. Yrungaray is a Senior Operations Leader with Customer Service, Data Analysis, Project Management and New Media 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.


EXPERIENCE

Manager, Client Support – Move Networks, American Fork, Utah, Oct. 2007 – present
Lead operations 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 percent by developing production tools to streamline workflow 
  • Augmented support capacity 166 percent by building production services framework including 24x7 domestic and international support
  • Increased number of live production events 103 percent YoY by streamlining production delivery process
  • Grew critical KPI (minutes viewed per visit) 30 percent by increasing quality and breadth of content

Internal Consultant – eBay, Inc., Draper, UT, 2006 to October 2007
Led internal consulting group (13 associates) responsible for value-add projects, business process innovation and ensuring client satisfaction. Analyzed customer data, highlighted key insights and opportunities and presented recommendations for process improvement and cost savings.
  • Achieved annual headcount savings of $260,000 through analysis of workflow and restructuring of phone system
  • Increased response time 83 percent resulting in improved client satisfaction
  • Improved employee satisfaction 21 percent by creating performance evaluation process (productivity/quality metrics)

Manager, Fraud Risk Operations – eBay, Inc., Draper, UT, 1999 to 2006
Led teams ranging in size from 10-60 customer service agents. Managed day-to-day operations of team for multiple verticals. Analyzed customer interactions and feedback to capture business opportunities.
  • Decreased fraud 177 percent YoY through analysis of focus group feedback
  • Achieved 90 percent reduction in Intellectual Property Infringement claims in two months by eliminating counterfeit video games
  • Increased productivity 30 percent – analyzed queue performance across department, raised expectations, identified additional training needs, organized training 

EDUCATION
Master of Business Administration, University of Utah, Salt Lake City, Utah, 2004 - 2006
Bachelor of Arts, Spanish, Brigham Young University, Provo, Utah, 1993 - 1999


LANGUAGES
Spanish – Read, Write, Speak fluently


PROFESSIONAL AFFILIATIONS
Member, National Society of Hispanic MBA’s (NSHMBA), Newport Beach, CA, 2005 - 2008


COMMUNITY SERVICE
Fundraiser, Salvation Army - Angel Tree Gift Drive, Salt Lake City, Utah, 1999 - 2008
Coach, Herriman Youth Soccer, Herriman, Utah, 2006 - 2008
Fundraiser, Susan G. Komen for the Cure, Salt Lake City, Utah, 2006 - 2008


keywords: mba operations customer support service process improvement continuous new media digital director manager client services technical support startup infrastructure organizational leadership leader team teams building teamwork bilingual spanish relocation relocatable nshmba 

john.yrungaray@gmail.com

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