John Gilleland worked as an AgentCare Manager at Quomation Insurance Services from November 2013 to May 2014. His duties included diagnosing, planning, and implementing organizational development, knowledge management, and quality initiatives to improve staffing, operations, customer service, and marketing practices. He informally led teams in collaborative process improvement activities, which reversed a decline in customer satisfaction surveys and increased customer retention and referrals. The company benefited from his consultative interventions.