Charles Nowfel Email & Phone Number

Determine employee needs daily to streamline operations. Provision annual reviews for each employee to encourage strengths and modify weaknesses.Oversee the daily operational metrics including call execution, time management and scheduling.Plan, schedule and perform internal quality systems audit to assure compliance to procedures.Interact with other functional groups and project management to assure all quality processes are implemented.Exclusive high-profile client liaison.Perform other functions which are deemed as necessary in the successful deployment of the daily operation.

Conducted skills analysis and recommended training plans for front-line staff. Designed and developed required training for a large call center.Utilized principles of adult learning to develop classroom, web, self-directed and various other methods of training.Effectively delivered structured and innovative classroom training to various sized groups and one -to-one when dictated.

Fairfax, Virginia, United States

Demonstrated sound headship for many employees by vetting and observing various performance measurements. Oversaw productivity, operational goals, and achievement of sales on a daily, weekly, and monthly basis. Exercised attentiveness to s core calls for the mileage plus program. Conducted weekly coaching sessions with each employee regarding the results of each call. Paired with other sales supervisors for new sales incentives. Managed a team of 75 Customer Service and Sales representatives.Stimulated increases with the sales teams to generate business sustainability.

Delivered Airport Customer Service Training for the entire East Region. Conducted Reservations and Sales Training to new hires and incumbent employees.Mentored and coached fellow instructors as they upgraded to new curriculums.Met with local and regional managers to determine training needs.Continually sought out new opportunities to enhance department’s productivity, status and reputation.

Electrical And Electronics Engineering

General Studies