Peter Ko Email & Phone Number

United States And Canada

As the Senior Operations Manager for Uber's Earner Video Support line across the US and Canada, I lead a team that spans over 234 cities, ensuring that each interaction meets our high standards for quality and efficiency. I have developed and implemented strategic roadmaps that streamline operations, allowing for precise resource allocation and prioritization of key projects. My efforts have resulted in a 134% improvement in ticket resolution efficiency and a substantial reduction in per-contact costs, achieved within a focused nine-month period. I oversee budgeting and forecasting, optimizing our staffing to match peak service demands while keeping costs lean. I also ensure that all training and onboarding initiatives align with Uber's standards as a key stakeholder in Learning and Development, reinforcing a culture of consistent, high-quality service delivery. With a commitment to quality, I established Quality Assurance standards that increased our QA adherence to 98%, solidifying the team’s accountability and service reliability.

During my tenure as Senior Program Manager, I led transformative strategies to enhance customer experience across in-person and remote video support. My role involved close collaboration with cross-functional stakeholders, ensuring that strategic priorities were aligned and that decisions were data-driven and impactful. I leveraged data analysis to assess project effectiveness, turning insights into action to drive continuous improvements in customer satisfaction and operational performance. In addition to guiding program strategy, I also mentored junior program managers, promoting a high-performance culture that emphasized innovation and professional growth. My approach included a focus on competitive insights, where I monitored industry trends to proactively shape our support strategies and maintain our edge in the market.

Texas, Louisiana, Colorado, Arizona

As a leader of Uber's Greenlight Sites, I hired and managed a team of Team Leads who conducted in-person and video interactions with Uber customers. I owned and drove the success metrics for each site, focusing on key indicators such as Driver Conversion to First Trip, Churned Driver Reengagement, Customer Satisfaction, and Site Efficiency. By holding my team accountable for meeting and exceeding business targets, I strengthened performance through consistent coaching, feedback, and corrective actions.I supported Team Leads in hiring, onboarding, and managing their teams, ensuring they were equipped to deliver high-quality customer experiences. Regularly analyzing and reporting on site performance, I identified root causes of issues and implemented local solutions, escalating broader challenges to cross-functional teams when needed. I played a vital role in implementing new programs and processes from the central team, offering feedback to refine future iterations.To maintain a positive work environment, I prioritized employee development, recognition, and engagement, ensuring that our sites remained inspiring places to work while staying closely connected to customer needs and feedback to improve service quality.

Houston, Texas Area

At H&R Block, I managed a district of over 45 retail tax offices, generating $15M in annual revenue with a team of 20 field leaders and 300 associates. My leadership drove consistent achievements in client retention, revenue, and profitability, earning five consecutive Trifecta Awards for meeting key performance metrics. I implemented a client-centered strategy that increased revenue by 6% and grew the client base by 3%, with a 500-point boost in service quality scores and a 1,000-point rise in client experience scores over three years. In a rapidly changing environment, I directed district-wide change initiatives that included organizational restructuring, process enhancements, and the integration of new technologies to improve service efficiency and customer experience. As part of our growth strategy, I spearheaded real estate planning, opening new offices and optimizing locations to maximize client access. I also led annual training and recruitment for district staff, establishing a high-achieving environment that consistently ranked among the top for key performance indicators.Honors include:- Top 100: Achieved the #45 rank nationally in Revenue Growth (out of 328 districts nationwide)- Selected to the West Market District Manager Leadership Council- Selected to H&R Block’s FY15 program of the Bloch School of Business- Selected to National New Employee Retention Program for US Retail - Field- Recipient of CEO award for outstanding service and performance - National HIPO Development Program participant - National New District Manager Trainee- Quadfecta Recipient (Client, Revenue, EBiTA, Client Satisfaction) 2021, 2020, 2019

Kansas City, Kansas

In my role as General Manager, I was responsible for multiple Best Buy locations with a combined P&L accountability of $30M. I implemented data-driven strategies that produced 4% annual growth and consistently led my district in revenue performance for three consecutive years. By enhancing inventory control, risk management, and customer service processes, I achieved district-best rankings in operational efficiency. Additionally, I prioritized staff development, delivering comprehensive training programs and coaching that propelled several team members into leadership positions. My customer-centric approach fostered loyalty and consistently high service quality, driving growth in sales and customer satisfaction across each location under my leadership.

As Sales Manager at Best Buy, I was dedicated to delivering a world-class customer experience, positioning the store as the ultimate destination for technology products and services. In partnership with the General Manager and other Assistant Managers, I shared leadership responsibilities, focusing on implementing effective sales strategies, analyzing business results, and driving sales action plans to meet revenue, margin, and profitability goals.My role involved directly supervising, coaching, and developing supervisors and associates to build a strong sales culture, where employees clearly understood their roles in achieving business success. I ensured seamless execution of the sales experience across all customer touchpoints—including online services, in-store solutions, and delivery/installation—while integrating third-party partnerships and training programs. Through customer engagement and expert selling skills, I helped create complex, connected solutions, maintaining a balance of high service quality and efficiency. Additionally, I motivated and performance-managed my team to maximize their potential and contribute to positive sales outcomes.