Tod Stapp Email & Phone Number

Support of customer multi-site Avaya Call Manager and ACDs. Managed IMAC tickets and performed required work within service level agreements. Projects required consulting with customers on call handling best practices and built call routing and auto attendants to meet customer requirements. Worked with individuals and teams from setting up and troubleshooting extensions and soft phones to building high volume call routing for sales and support and troubleshooting line problems and acting as intermediary. Experience and training with Avaya Communications Manager, System and Session manager, CMS and Experience Portal.

Mason, Ohio

Administrator of Kronos cloud application for pay schedules, time off accrual, time & attendance plus forecast and scheduling. Call center analyst performing as an Avaya and Interactive Intelligence PBX administrator, including call routing and agent administration. Responsibilities also include forecast call volume, handle timesand shrinkage, schedule staff to workload and manage application access for a multi-skilled staff. Extensive use of Microsoft Excel and Access to accumulate and analyze data through manual entry and ODBC connection to outside databases. Managed incident management through Remedy help desk system.

Seasonal employment while searching for career oriented position. As a Transportation Specialist I work to resolve issues between carriers and Gap brand stores so merchandise is available for sale on time. Use phone and email to coordinate, inform and instruct all parties if there are changes and variances to the delivery plan. Select merchandise to pack and ship to Gap Outlet stores. Perform duties within production standards for speed and accuracy. Additionally, trained for stocking and replenishment of merchandise for selection, also, within production requirements. Met top performer requirements for each month eligible.

Directed all efforts for 60 person team receiving paper transactions from branches, vaults, and corporate customers to encode information, balance and reconcile transactions, and prepare for imaging.*Recruited, trained, and managed high performance team*Provided performance reviews, goal planning and direction for individuals and team *Conducted regular training and meetings to update and review policy and procedures *Created and maintained model to forecast workload that achieved 98% accuracy for the year*Created and maintained model to schedule staff to meet and exceed established deadline *Introduced, improved, implemented, and updated staff on policy and procedures*Achieved 60% reduction in staff turnover and a 20% increase in productivity

Responsible for support team and projects to maintain and improve IT help desk operations. *Implemented workforce planning application locally and internationally *Research applications for potential to improve help desk incident management *Verification of vendor claims for potential improvement of incident management *Logistical workspace management for agents.

Responsible for various aspects of workforce management in a high volume multi-skilled call center.*Forecast short term and long term workload and scheduled staff to meet service level requirements*Deliver long term and short term staffing plans facilitating training classes, meetings, and skill set availability *Responsible for real-time schedule adherence, time and attendance, payroll, and performance reporting*Created and maintained direct labor budget model *Provided trend, gap, and regression analysis, with presentation of findings and recommendations*Promoted from analyst to supervisor*Train and supervise a staff of 10 associates*Created, maintained, and generated staff and management reports through relational databases and reporting software such as *Seagate's Crystal reports*Project manager to research, purchase, and replace workforce management system. Project was completed on time with a 2 year *ROI through improved forecasting, scheduling and real-time schedule adherence*Participated on a staff retention project reducing lost time by 30%

High volume inbound financial services call center for sales, customer service, and trading. *Representative duties required a series 6, 63 and 7 licenses *Command of value added selling techniques*Provided timely and accurate account information, policies and procedures, plus trades as a customer service representative*Monitored peers to provide quality and performance improvements*ACD Administrator required full understanding of ACD environment for routing customer calls to appropriately skilled agents *Entered forecasts and staffing information to plan agent workload and report regular performance information to management *Application and technical support*Implemented dial plan, call routing, user access, and training for transition to new ACD platform*Data security administrator providing computer access and changes in access for staff and management*Streamlined nightly reporting reducing production time by more than 50% and improving accuracy

Mba, Business Administration

Bba, Finance

Transferred from Engineering to Business in 1981.