Stacey Biehl has over 16 years of experience in customer service, management, and technical writing roles. She has 11 years of experience managing and supervising employees. Her experience includes developing training documentation and delivering classroom training. Her current role involves triaging system issues, supporting operations, documenting process changes, and training. She aims to ensure all teams and systems run smoothly and efficiently.

1. Stacey L Biehl 618/558-8304 stacey.biehl@gmail.com
Manager/Supervisor/Administrative Support/Trainer with 16 years of excellent customer service experience, 14 years of
computer experience, 11 years of managing and supervising employees, 5 years of technical writing, 3 years of delivering
training via a classroom setting and 2 years of business analysis.
Provided exemplary customer service beyond all expectations by thinking out side of the box to acquire satisfaction
above and beyond basic service requirements.
Developed, documented, and implemented all training documentation within a subsidiary of a Fortune
500 company.
Professional Experience
Dawson Logistics
Systems Manager – August 2014 to Current
Job Summary - Making It So
The current position is a combination of many positions into one. My main job function is to make everything work
effectively and efficiently.
 Any system concerns or issues are triaged through me to programmers
 Direct support for all operations and their functions, whether it be system or operations
 Document any client process changes
o Provide training documents for these changes
 Anything to make the team run smoothly
Call Center Supervisor – February 2012 to August 2014
Job Summary – Provide the best support for the call center team at all times.
 Prepare data from clients to be placed into database software
 Review data to verify quality of service
 Train all new incoming staff
 Develop and maintain training software within internal website
 Communicate with clients directly with escalated concerns
 Supervise call center staff
Collinsville Unit 10
Substitute Teacher’s Aid and Recess Aid -September 2011 to February 2012
Job Summary – Attend either a class or position to cover in the absence of any recess or teacher’s aide.
 Assist teachers during their class time
 Monitor children while they were on the playgrounds and during lunches
Woods Basement Systems
Production Assistant - April 2011 to September 2011
Job Summary – Prepare all required documents for 11 construction crews, daily and schedule jobs from the sales
team at all times during the day.
 Acquire permits for all jobs requiring permits
 Provide excellent customer service for not only customers, but the sales team and management team
 Manage a multiline phone system
 Continually have a keen sense of detail
Ariel Premium Supply
Sales and Support Team Member - November 2010 to April 2011
Job Summary – Quote pricing and establish relations with customers.
 Required to provide 100% accuracy on quotes
Dawson Logistics
Manager/Technical Writer - November 2008 to November 2010
Job Summary – Document processes and procedures for the entire company, analyze company data to verify profit
margin, establish Standard Operating Procedures.
 Verify all procedures are being followed accordingly
 Assist in answering customer service calls when necessary
 Technical support when necessary
Express-Scripts SDS
Training Specialist – June 2006 to November 2008
Job Summary - Wrote and created training documentation; Provided and presented new hire, recurrent, tactical, customer
service, data entry and client specific classroom training.
 Provided coaching and feedback to trainees and assessed their performance while in the training
program and provide individual coaching or technical training as necessary
 Worked with the management teams to assess training needs, to design, develop and maintain training
programs and materials

2. Stacey L Biehl 618/558-8304 stacey.biehl@gmail.com
 Provided backup assistance to operational departments to resolve customer questions and issues
during high work volume
 Provided support to the supervisors as needed to assess and assist in business needs and create
documents necessary for streamlining tasks
Customer Service Supervisor - June 2003 to June 2006
Job Summary - Reassured that the Patient Direct Department was maintaining production standards, worked with other
department leads to assist in any way necessary, and assisted the call center team with job duties and escalations when
necessary.
 Assisted in writing Standard Operating Procedures
 Worked directly with managers on special projects within HealthBridge (SDS)
 Assisted with writing and documenting training documents for the team
 Assisted the inventory group in reconciling inventory, when necessary
Pharmacy Technician - November 2000 to June 2003
Job Summary – Labeled medication for distribution to patients, contacted physicians for updated prescription information,
and contacted patients for address verification for medication deliveries.
Special Skills
Highly proficient user of Microsoft Office (MS Word, Excel, Outlook, and Power Point)
Highly proficient user of the CHIP program (AS400)
Experience with Access, Adobe Contribute, Witness, SnagIt, Trello and Visio software
Developed and refined customer relation skills for nine years
Knowledge of lean processing and development
Assist with computer issues interdepartmentally to minimize disruption with production and calls to the
service center
Worked outside the normal day to adjust to stressful situations in a positive direct frame of mind
Maintained computers for all training rooms to allow for peak performance during training sessions
Education
North Greene High School, White Hall, IL 1991 - Graduated
South Western Illinois College, Belleville, IL 2008 - Achieved Credits
Additional qualifications: Assisted in brainstorming meetings to analyze current processes and
procedures to assist in the department running more effectively: · Demonstrated training materials in a
classroom setting along with individual training sessions to train staff members
The positions I previously held required me to be alert to changes needing to occur quickly, sometimes
these decisions were to be made completely on my own, and other times it required me to have excellent
professional communication skills with upper management to conclude a decision
The ability to type 70 + words per minute with minimal errors
The ability to ten key