John Yrungaray

Current

Manager, Customer Service at Amazon.com

Past

Manager, Operations and Client Support at Move Networks
Internal Consultant at eBay Inc.
Manager, Fraud Risk Operations at eBay

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Education

University of Utah - David Eccles School of Business
Brigham Young University

Recommended

7 people have recommended John

Connections

412 connections

Industry

Internet

John Yrungaray’s Summary

Senior Operations Leader with Project Management, Customer Service, Process Improvement 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 in order to accomplish objectives.

John Yrungaray’s Specialties:

Operations Management, Online Communities, Customer Support, Process Improvement, Broadcast Media, New Media, Streaming Video, Internet Video

John Yrungaray’s Experience

Manager, Customer Service

Amazon.com

(Public Company; AMZN; Internet industry)

May 2009 — Present (7 months)

Leading teams that support Amazon.com's Digital Product Line
Manager, Operations and Client Support

Move Networks

(Privately Held; Internet industry)

October 2007 — January 2009 (1 year 4 months)

Lead production operations 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. Produce live internet television broadcasts for ESPN, NFL, FOX, CBS, Oprah and Televisa Networks.

-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% YoY by streamlining production delivery process
-Grew critical key performance indicator (minutes viewed per visit) 30% by increasing quality and breadth of content
Internal Consultant

eBay Inc.

(Public Company; ebay; Internet industry)

2006 — 2007 (1 year )

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% resulting in improved client satisfaction
-Improved employee satisfaction 21% by creating performance evaluation process (productivity/quality metrics)
Manager, Fraud Risk Operations

eBay

(Public Company; ebay; Internet industry)

1999 — 2006 (7 years )

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. Managed development and implementation of company policy relating to Intellectual Property issues. Responsible for analysis of performance metrics and workflow management.

-Decreased fraud 177% year-over-year through analysis of focus group feedback
-Achieved 90% reduction in Intellectual Property Infringement claims in two months by eliminating counterfeit video games
-Increased productivity 30% – analyzed queue performance across department, raised expectations, identified additional training needs, organized training

John Yrungaray’s Education

University of Utah - David Eccles School of Business

MBA , Operations , 2004 — 2006
Brigham Young University

BA , Spanish , August 1993 — August 1999