Hunter Omar Email & Phone Number

Atlanta, Georgia, United States

Atlanta Metropolitan Area

I guide Businesses, Families and Professionals through Financial Literacy to construct specifically tailored comprehensive plans that will help them achieve Financial Goals, Freedom and Generational Wealth.

Atlanta, Georgia

Lead a team of remote appliance repair technicians in the Southeast region (~25 Technicians). Utilize dashboards and various tracking methods to coach the technicians. Performance is tracked in various technician specific metrics to include First Time Complete Rate, Overall Complete Rate, Recall Percentage, Sales, Average Time to Repair, and Truck Stock Accuracy. These are closely monitor and help to determine where the training is needed, where the tweaks need to be made and even eludes to app enhancement suggestions. On top of these metrics are additional metrics I am responsible for which include Average Travel Time, First Time to Visit, and Overall Cycle Time. These are closely related making sure the correct mapping of areas and routes are in place. Out side of basic job duties, other task are taken on to include procurement of tools and equipment required for all EBS techs nationwide, SAP App Enhancement Testing, Sales Team/Service Relationship, Escalations, and Fleet Management. I also help maintain a Scrap Repair Project via a dedicated Technician to help with our Scratch and Dent Repair & Sales.

Augusta, Georgia, United States

Worked with a team to plan and complete the transitioning of the Canada English Queue from Mississauga, ON to the CEC in Augusta, GA. Trained sales to Mississauga and Augusta based agents. Work with team to create efficiencies in our agent procedures. Designed and maintained workbooks for all Managers to track their team’s performance while using this data to produce Mid-Month Scorecards per agent. Monitor and maintain budget spending in regards to all B2C incentives. Conducted a verification time study to determine the length of time it takes on average for consumer to be verified by an agent to help jump start AHT reduction initiatives. Work with a select team on a Continuous Improvement Project to help Increase Service Call Avoidance via updated/organized troubleshooting and weekly agent/team level reporting. Conducted a Commission Pilot to see if sales would increase if the commission payout was higher for the agent per sale. Coach, develop and mentor a team of 32 representatives through a coach in the metrics of Quality, Customer Satisfaction, Schedule Adherence, Sales, Average Handle Time and Service Call Avoidance along with areas such as leadership, coaching and time management. Conduct bi-monthly performance reviews to show where the agents/coach compare to the department and goals. Participate in various interviewing to include one-on-one, panel style and over-the-phone.* Key Notes- Increased department sales from 50K annually to 1.2M annually. - Increased Answer Rates from ~60% to 94% consistently and with less people. - Developed New Hire On Boarding Training and SOPs for all task.

Augusta, Georgia, United States

Coached, developed and mentored a team of 95 representatives through four team leaders in the metrics of Quality, Customer Satisfaction, Schedule Adherence, Sales, Average Handle Time and Service Call Avoidance along with areas such as leadership, coaching and time management. Developed a month-to-date report to include all the above stats so that every agent is provided a current report of their scored card. Developed a detailed sales report to show which agents are behind and which are ahead of goal so that the leaders will be able to work more precisely with that agent in their troubling areas. Worked to develop training for new SAP enhancements released to the entire B2C segment. Head of Frigidaire budget to control spending and incentive cost along with providing consulting to Electrolux/ESA & Parts budget holder. Sales champion in charge of designing sales incentives and monitoring on how the brand is doing in sales. Initiate and control along with lead point of contact for early release to help reduce labor cost based on forecast data provided by WFO team.*Key Notes- Worked with Product Engineers to develop specific training for call center agents to be able to coach a consumer through basic repairs and troubleshooting call flows. - Built and Managed Metric Tracking Workbooks for all leaders to track performance and view trending.- Developed Sales Games to promote a high closure rates- Managed Sales Incentive Budgets for entire call center.

Augusta, Georgia, United States

Coached, developed and mentored a team of 20 representatives in the areas of All Call Resolution, Quality, Customer Satisfaction, Schedule Adherence, Sales and Service Call Avoidance. Motivated agents by creating unity on the team with shirts and insignia. Developed a month to date report to include all the above stats so that every agent is provided a current report of their scored card. Worked on various projects to help with Service Call Avoidance such and continuous training and new hire training. Gave a presentation on how the Team Lead role is beneficial in the area of Quality and Sales are of the call center during the Subject Matter Expert (SME) Camp. Increased quality by building a trend analysis and being able to pin point exactly what the agents weak parts are in the Quality Assessment. *Key Notes- Lead Sales Camp for our Global counterparts to teach trainers how to increase sales in call center agents.- Develop product line specific training to increase agent knowledge base for troubleshooting.

Augusta, Georgia, United States

Coached, developed and mentored a team of 15 representatives in the areas of All Call Resolution, Quality, Customer Satisfaction, Schedule Adherence and Sales. Created tracking forms to help keep track of sales per agent per day. Motivated agents by creating unity on the team with shirts and insignia.

Augusta, Georgia, United States

Coached, developed and mentored a team of 15 representatives in the areas of First Call Resolution and Quality. Pull reports to analyze the login times and also the break and lunch times to insure they were adhering to schedule.

Augusta, Georgia, United States

Assist customers with purchasing of products and accessories; provide information on products and parts. Utilize various computer programs and internet resources to assist in gathering required information. Achieved ranking in the top 5% in sales every month. Obtained and maintained Customer Satisfaction Percentages steadily at 97% or higher. Assisted in helping others to boost their sales by sharing best practices.

Bachelor Of Business Administration (B.B.A.), Business Administration, Management And Operations, 4.0

Graduated March of 2017

Business Administration And Management, General, 4.0

Completed core and business classes