HAYAM TAWDI Las Vegas, Nevada 89129 ht13874ae@westpost.net * 702.256.

1774 CUSTOMER SERVICE & CALL CENTER MANAGEMENT Motivated professional with proven success directing high-volume operations and consistently improving productivity and customer satisfaction. Track record of upholding the highest standards of service quality, promptly res olving escalated issues and ensuring high retention rates. Strong analytical ski lls with proven ability to efficiently plan operations, evaluate existing proced ures, and develop improvements in work flow and cost to maximize productivity an d profitability. Dynamic leadership strength and talent for building high-perfor mance teams, effectively mentoring employees to improve performance. Demonstrate d success achieving revenue growth through sales programs and incentives. Fluent in English, German, French, and Arabic, with knowledge of Spanish. Key Accomplishments: * Achieved $1.6M revenue in 2008 by successfully upgrading more than 60% of cust omer accounts. * Led team to top sales and highest productivity in both 2003 and 2005, as well as exceeding performance metrics for seven consecutive months. * Successfully achieved 130% of revenue goal by effectively training and coachin g team. * Created effective employee incentive program, increasing revenue by 20%, emplo yee attendance by 10%, and overall performance by 10%. * Effectively led team to maximize customer service and meet operational needs, decreasing customer call resolution time by 10%. PROFESSIONAL EXPERIENCE WYNDHAM VACATION OWNERSHIP - Las Vegas, NV Accounts Controls & Administration Supervisor (2007 to 2010) Motivated 16 employees in customer service operations; organized work flow acros s four teams. Coordinated with team members, other departments, and managers to facilitate operations. Updated staff on operational issues. Evaluated processes, recommending potential improvements to manager. Conducted new hire orientation and team development. Managed monthly operating budget. Delivered annual and mon thly performance reviews to staff. Monitored team productivity and absenteeism. Conducted research and maintained statistical data for departmental and corporat e needs assessment. Selected Contributions: * Increased productivity by 25% through efficient work flow coordination and tea m cross-training. * Effectively led team to maximize customer service and meet operational needs, decreasing customer call resolution time by 10%. * Collaborated with IT to implement customer payment ability on Website, decreas ing turn-around time from 10 business days to 2. * Achieved $1.6M revenue in 2008 by successfully upgrading more than 60% of cust omer accounts. HSBC - Las Vegas, NV Credit Lending Manager (2006 to 2007) Managed team of 16 in credit lending, ensuring timely customer application and m aintenance transactions. Maintained accountability for credit decisions and adhe rence to policies, procedures, and compliance requirements. Coached and motivate d team to meet goals. Processed payroll, delivered performance reviews, and part icipated in hiring / salary review. Selected Contributions: * Created database for vacation request process, increasing efficiency by 30%. * Improved team productivity by 15% through recognition programs and incentive t rips. Call Center Manager / Financial Services (2001 to 2006) Supervised 17 employees in account management. Motivated and trained team to pro mote high level of performance. Monitored calls to ensure quality and strategy c

ompliance. Identified potential process improvements and recommended solutions t o increase efficiency. Prepared and delivered performance reviews. Conducted aud its and variance analysis. Processed team payroll. Selected Contributions: * Led team to top sales and highest productivity in both 2003 and 2005, as well as exceeding performance metrics for seven consecutive months. * Successfully achieved 130% of revenue goal by effectively training and coachin g team. ADDITIONAL EXPERIENCE US AIRWAYS - Los Angeles, CA Los Angeles Airport Manager Promoted through progressive roles and diverse customer service responsibilities throughout tenure. Supervised 15-99 employees in customer service operations, c oaching team members, training new employees, and developing action plans to imp rove productivity. Resolved escalated customer issues. Developed and executed pr omotions and sales incentives to increase revenue. Trained and supervised employ ees. Managed regional ticket offices, including customer service, operational re ports, and bank deposits. Directed employees and vendors for Los Angeles Club, a s well as managing annual budget. Selected Contributions: * Increased revenue by 75% in Van Nuys territory and 100% in Beverly Hills terri tory through effective sales programs. * Created effective employee incentive program, increasing revenue by 20%, emplo yee attendance by 10%, and overall performance by 10%. * Reduced monthly operational cost for Beverly Hills by $10,000 * Improved customer retention rates from 72% to 91%. * Enhanced employee performance through training tracking system, reducing resol ution response time by 5% * Successfully negotiated vendor prices, lowering overhead cost by 20%. * Assisted in start-up of new regional office, to include coordinating employee relocation. *** Current experience as Volunteer for Las Vegas Public Library, Las Vegas, Nev ada*** EDUCATION AND CREDENTIALS Bachelor of Science in Business Administration / Hotel Management UNIVERSITY OF CAMBRIDGE - London, England Healthcare Coursework (in progress) PENN FOSTER SCHOOL - Scranton, PA Ongoing personnel and professional development in management techniques, custome r service and team development skills, sales skills, and computer use