Customer Service Management
Resume:
STEPHEN E. COPLAI
Ormond Beach FL, 32174
***********@*******.***
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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