Peter Hak Email & Phone Number

• Constructed Standard Operating Procedure (SOP) Documents to streamline internal process to comply with education regulation requirements across multiple states.• Created a call center environment game based off KPI metrics, in turn increasing overall team collaboration, engagement and morale.• Nominated Most Valuable Player (MVP) of MedCerts in month 2 of employment and achieved MVP of MedCerts month 3, in September 2022. • Curated and analyzed daily sales, budget, and KPI direct reports; leading to creating a vital report to aide three team leaders in their success by identifying KPI reporting pain points.• Assisted Training Department for new/current agents by providing before and after KPI reports as a progress indicator for training and development retainment.

Promoted to SME (Subject Matter Expert)• Assisted supervision of new hire agents in taking first calls on the phone, and how to build value to increase sales.• Performed live call listening with agents while giving feedback live to improve performance level.• Coached agents in a one on one setting; in-turn doubling one agents sales quota, creating a better behavioral plan to increase metrics.• Motivated and developed agents with innovative recognition techniques to ensure individual and team performance expectations are met. Inbound Sales Representative• Achieved over 120% to goal 3 months consecutively by using consultative selling strategies to determine customer needs and addressing pain points to create a perfect solution for all clients. • Manage high volume phone calls focusing on up-selling Cox products and services to new and existing clients while maintaining high quality metrics and customer satisfaction such as Sentiment Score, and Net Promotor Score. • Won FOScar (First Officer School) Award for supporting Cox Company Values. • Recognized Nationally for highest Sentiment Score within the company.

Las Vegas, Nevada, United States

• AT&T brand ambassador, traveled to customer homes via company owned vehicle targeting on bundling and up selling AT&T wireless service to new and existing direct customers.• Top 3 in sales for 4 consecutive months ; #1 in sales and leadership metrics January 2020 by focusing on funnel building, rapport with clients, and closing strategies resulting in doubling the monthly sales quota.• Account manager for existing client base. White glove experience through building and maintaining relationships.• Cultivated teamwork by educating peers on promotions, incentives, and best practices to help maximize sales through idea exchange.

Las Vegas, Nevada, United States

• Handled daily responsibilities, opening and closing duties.• Created value by focusing on brand differentiating features ex: flexible installment plans, value focused plans, and switcher promos.• #1 in sales by leveraging needs, value, and rapport ex: uncover needs and build value questions.

Tucson, Arizona, United States

• Address customer service inquiries in a timely and accurate fashion.• Achieved 100% corporate compliance 4 months in a row.• Negotiated with clients to resolve account delinquencies, earning client trust and maintaining company loyalty.• Developed a positive team relationship by being supportive, visible, and easily accessible.

Phoenix, Arizona, United States

Store Manager - Promoted to Store Manager, directed priorities/ideas to employees. • Handled daily priorities such as daily cash drops, end of day cash out, delegated staff to replenish inventory. Also, managed inventory by using Last in, First out (LiFo) method to ensure products stay fresh, decreasing inventory loss by 18%.• Focused on businesses and schools to extend the reach of the store. Sponsored Thunderbird Baseball Team in 2018 doubling sales of popular items such as pocket filled donuts, sandwiches and soda. Increasing quarterly productivity by 10%.Cashier/Baker (Sept. 2016 - May 2017) - Created and provided fresh products for customer’s daily.• Created top sales item, the Ice Cream Donut, and showed leadership qualities which lead to a store manager promotion.• Named 4th Best Donut Shop in Phoenix in CBS 5 News.• Greet every customer; comply with customer needs, including customer suggesting of new items to be brought in to increase customer satisfaction. • Worked with manager to stock key items on a weekly basis.• Became key holder the first month.

Tucson, Arizona, United States

• Established #1 Vaporizer Store in Tucson in 2014 - 2015 by focusing on providing exceptional customer service and extended support.• Maintained all bookkeeping, marketing and delivering of services and products through social media, email, telephone, and in person.• Increased Gross Income by 40% in 2014 by having employee’s up-sell customer’s products through pitching targeted accessories.