John Runkel Email & Phone Number

Frisco, TX, US

Dallas, Texas, United States

Responsible for Quality Assurance of 10,000+ employees in thirteen call centers. Lead a team of 121 Quality Assurance Analysts auditing 47 lines-of-business that include financial, health, cellular, mortgage, and credit card industries. Specializing in process improvements for all aspects of the daily operation.· Increased Quality Assurance production from.

Established a Bank OZK Little Rock Call Center, recruited 30 employees, and managed end-to-end operations for boosting overall performance. Develop managers and team leaders in operational initiatives to consistently deliver against set targets.· Created Bank OZK Little Rock Call Center (May 2021) consisting of recruitment, administration, staffing.

Started insurance agency offering auto, home, renters, business, recreational vehicle, and umbrella insurance products.· Responsible for day-to-day agency operations consisting of four employees· Led a wide variety of marketing campaigns statewide.· Upsold policies to current and potential customers.· Processed claims for customers and followed up to.

Led Medicare Part-D Call Center uniting 705 employees with daily call volume at 16K/day. Delivered effective guidance to the respective line of business management teams on core business facets inclusive of staffing, KPI’s, quality assurance, audits, and operational administration. Managed operations for Arkansas Blue Cross Blue Shield Clinical Affairs.

Led mega call center consisting of 900+ employees with daily call volumes between 35K to 50K calls in our call center alone. Throughout tenure, led departments at different times consisting of Workforce Management, Operations, Quality Assurance, Administration, and Facilities.· Led Workforce Management Team for 9 years consisting of 12 supervisors for a.

Bachelor Of Science, Organizational Management

Master, Theological Studies