STEPHEN E. COPLAI

* ***** **** **.

Ormond Beach FL, 32174

716-***-****

ac1cpz@r.postjobfree.com

OBJECTIVE: To obtain a challenging position within a growing organization, utilizing the business experience, skills and knowledge I have acquired.

EXPERIENCE:

Lowe’s

Lumber/Building Materials Sales Associate

Nov’16- - Provide excellent customer service by greeting customers, identifying and resolving customer questions and

Current issues, assisting customers with locating product and answering phone inquiries.

- Perform pack-down on low and out-of-stock merchandise

- Straighten, clean and organize product to ensure merchandise is presented in a visually appealing manner

- Operate forklifts, reach trucks, pallet jacks and order pickers to store and retrieve merchandise in overhead bays, unload deliveries from vendors and load heavy and/or oversized merchandise onto customer vehicles.

Home Depot

Oct ’11 - Lumber/Building Materials Sales Associate

Jun ‘16 - Provide excellent customer service by greeting customers, identifying and resolving customer questions and

issues, assisting customers with locating product and answering phone inquiries.

- Perform pack-down on low and out-of-stock merchandise

- Straighten, clean and organize product to ensure merchandise is presented in a visually appealing manner

- Operate forklifts, reach trucks, pallet jacks and order pickers to store and retrieve merchandise in overhead bays, unload deliveries from vendors and load heavy and/or oversized merchandise onto customer vehicles.

- Operate cash register to complete customer purchases

HSBC Bank USA

Mar ‘05 - Sr. Systems Support Analyst

Oct ‘15 - Review ACD call flows with department management to improve efficiencies.

- Responsible for telephony adds, moves and changes.

- Maintain PBX management systems and implement user requests.

- Participate in design, installation and troubleshooting of Business Call Flows

Apr ’02 - Network Services Voice Engineering Analyst

Mar ‘05 - Design, maintain and review ACD call flows within HSBC through an AVAYA switch.

- Manage Voice Integrated projects to enhance Business effectiveness.

- Maintain PBX management systems and implement user requests.

- Order new services with equipment service vendors and track requests through to customer satisfaction.

Nov '96 - Sr. Telephone Banking Scheduling & Traffic Coordinator

Apr '02 - Monitor Call Center Service Levels to adhere to SLA goals and move personnel as appropriate to maintain

Service Levels.

- Maintain TeleCenter and Call Management systems, ensuring security and efficient functioning.

- Coordinate Voice Response Unit changes, ensuring accurate and consistent implementation while maximizing

efficiency.

- Develop and maintain management reports.

- Prepare Capital Budget Plans.

Dec '94 - Consumer Finance Process Review Officer

Nov '96 - Coordinate process improvement projects by examining and documenting department processes, while

analyzing the costs and benefits of recommended improvements.

- Monitor and track implementation of recommendations to assess their effectiveness.

Feb '94 - Mortgage Investment Accounting Officer

Dec '94 - Responsible for the maintenance and tracking of the division's budget and variances from plan.

- Statistical tracking and reporting to Sr. Management and government agencies.

June '87 - Senior Collection Supervisor

Feb '94 - Maintenance and collection of a $950M Automotive Leasing and Loan portfolio.

EDUCATION: Bachelor of Science in Business Management through the University of Buffalo, Buffalo NY, graduated 1983

TECHNICAL Avaya PBX Avaya CMS Aspect ACD

SKILLS: Forklift

REFERENCES: Furnished upon request.

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