Customer Service Training
Resume:
EMPLOYEE PROFILE
Name: Jo-Ell Ziherl Date Joined BOC: February 15, 1992
Job Title: District Administrative Associate
Date Appointed: June 30, 2004
Work Location: Richmond, VA Report to: Lou Steele, District Manager
EDUCATION, QUALIFICATIONS & TRAINING COURSES ATTENDED
Degree Subject/Date
High School College/Business 1964
Training Courses Completed Date
Telephone Etiquette 10/16/12
Disarm and Defuse Angry Customers 10/15/12
Driver Training Manual
7/10/11
Fire Safety 8/24/11
First Responder Awareness Module 1
8/12/10
First Responder Awareness Module 2
8/13/10
Compliance, Safety and Accountability 9/12/10
Customer Service Training: Phone Etiquette 4/7/10
Workplace Harassment 12/21/09
Email Etiquette 11/30/09
Pandemic Illness 9/23/09
Back Injury Prevention 4/7/09
Hazmat Training 12/16/08
Fire Safety: Extinguishing Risk 10/12/08
HM126 Hazardous Materials Training 12/21/08
Eye Protection 10/12/08
Employment Law: What Every Manager Should Know 1/08/04
CGMP Training
1/05/04
QC Unit Training 1/05/04
FDA Inspection Training
1/05/04
Business Writing & Grammar Skills 9/23/03
Wines for All Seasons and Menus 12/12/02
Red Cross First Aid 3/02/02
Certified Meeting Professional Exam in Washington, DC 7/02
CRM Customer Relationship Management 8/02
SAP Order to Customer 3/02
SAP Product to Order 12/01
Christmas Decorations Williamsburg Style
12/13/01
How to Handle Difficult People 3/28/01
Beginning Outlook 98 11/16/00
Business Objects training 6/00
Certificate of Accomplishment Microsoft Excel Windows 95 Version 7.0
5/07/99
Certificate of Accomplishment Intro. To Computers and Windows 95
12/04/98
CU System Training 7/98
Graduation Certificate for above average performance Microsoft
PowerPoint 10/28/97
Completion of NCS9004 Microsoft Word - Grade 100 10/04/97
Certificate for completion of Fred Pryor Seminar on Microsoft Office
9/04/96
Certificate of Training Excellence for Front-Desk Survival Skills for
Receptionists 1/18/96
Performance Management Proc./Emple 12/01/95
HAZMAT Re-certification 10/18/95
Stephen Covey Seminar 8/95
Certificate for completion of Today's Temporary Word Processing Training
Program 1/05/94
Word Perfect 5.1
Certificate of Proficiency in System Usage for Credit/Collections
8/05/93
Sylvan Learning Center Certificate Lotus 1-2-3
8/02/93
TQM Training 2/05/93
EMPLOYEE PROFILE - page 2
NACM legal collection course 6/02/92
Seminars by D & B and TRW 3/92
Radio Shack Computer Center certificate (computer programming)
2/86
Apple Writer (10 week course) 1/85
Benchmark Systems certificate (computer and word processing on CADO
systems) 4/84
CAREER HISTORY - Airgas National Welders
Position Started Ended
District Administrative Associate./Certified Meeting Professional
06/04 6/28/13
BOC
Sr. Administrative Secretary/CMP 7/02 6/04
Sr. Administrative Secretary 5/99 7/02
Receptionist/Secretary 1/99 5/99
Sales Administrator 3/94 1/99
Receptionist/Secretary 2/93 1/94
Credit Collector 2/92 2/93
Support Staff 11/91 2/92
CAREER HISTORY - NON-BOC
Position Company Started Ended
Office Manager FLZ & Associates, Inc. 6/86 8/91
Office Manager/Sec. American Pollution Control 11/85
10/87
10/79 1/83
Significant achievements:
Became a Certified Meeting Professional in September 2002
Achieved or exceeded PMP goals since 1996
Discovered errors on A T & T invoices that were costing BOC up to 10 times
their contract rate
Detected keying errors charging Richmond, CA invoices against Richmond, VA
budget monthly
Reduced cost of supplies, saving company money
EMPLOYEE PROFILE - page 3
Researched equipment and negotiated multi-lease agreement with Xerox for
equipment in four locations - procured one copier and one fax machine at
no charge
Researched, evaluated and negotiated $89.00 rate at 4 Star hotels in
downtown Richmond and the West End
Discovered pricing error - BOC was selling below cost - followed through
with correction process
As Admin all new accounts and contract pricing was entered within four
hours of receipt
Increased efficiency of front desk increasing productivity (explained in
Experience Highlights)
Suggested territory reports be set up to run by pages so individual section
could be run instead of running the entire report - this reduced printing
time from approximately 90 minutes to 10 saving time and paper and
eliminating monopolization of printer
Organized meetings and company functions resulting in better attendance
Site facilitator for SAP training
* Negotiated a $69.00/night rate for trainers at 4 Star hotel in West
End
* Made hotel reservations for all attendees and handled any special
needs
* Provided break refreshments and meals daily
* Assisted trainers with their needs during the training periods
Special Knowledge, Skills, or Competencies:
. Proficient in DOT paperwork
o Calculating Grids
o Verifying HAZMAT sheets
o Verifying time cards with daily driver logs
o Reviewing DVIR for errors
o Keeping Special Permit Books updated
. Proficient in Wise system
Experienced with American Express Purchase Express
Becoming proficient in Microsoft Office 7
Semi-proficient in Publisher
Proficient in Print Shop
EMPLOYEE PROFILE - page 4
Proficient in EDI programs
* XIGN
* Piedmont
* Ariba
. Proficient in entering info into Warner Fleet System
Experienced in SAP but have not used since 2004
Experienced in CU but haven't used since 2002
Able to work independently
Ability to prioritize work
Ability to meet deadlines
Multi task personality
Good people and communication skills
Good rapport with other employees
Understand importance of maintaining confidentiality (salaries, Human
Resource issues etc.)
Team player (willing to undertake tasks outside job description i.e.
assisting co-workers and retirees with benefit questions and/or problems).
Notary Public
Experience Highlights:
My ability to accept challenges of new tasks and to see the "big picture"
in given situations provides an excellent window of opportunity to
efficiently accomplish assigned tasks. Because of my rapport with my co-
workers I have been asked to spearhead branch projects i.e. collecting
pallets of food for the local food bank two different years; collecting
Christmas presents for three Wounded Warrior families; sending care
packages to soldiers oversees to name just a few. Each project has been
successful beyond expectations. The two years we were named District of
the Year it was my responsibility to plan and execute the Corporate
celebration. Both celebrations came off without a hitch and were extremely
successful. I am called upon to be the liaison between our branch and
other locations/Regional personnel and Corporate personnel on a regular
basis handling any number of various projects including most recently our
participation in a Wellness program being administered by Provant and the
installation of a CISSCO phone system.
EMPLOYEE PROFILE - page 5
While working for BOC prior to their purchase by Airgas the Regional
Manager, Dan Negron participated in a special extension program with U of R
in Paris for three months. The daily workings of the Region were handled
by me via daily emails from Dan.
Another time Management was attending a Regional meeting in New Jersey when
an FDA inspector appeared for an impromptu inspection. I handled
notification of all necessary parties without raising suspicion with the
inspector.
The planning of meetings and training sessions on local and regional levels
afforded me the opportunity to get involved in Meeting Planners
International. This, in turn, opened the door for me to take the Certified
Meeting Professional exam in Washington, DC. After preparing for the exam
I had a better understanding of hotel contracts, how to negotiate rates
with meeting facilities, quantities of food required for cocktail parties
etc. Since reaching CMP status I have been able to negotiate hotel
contracts for the betterment of my employers.
In the 22 years I have been at this location I have reduced costs in many
areas i.e. office supplies; improved efficiency in several areas i.e.
headsets, multi-functional equipment.; and assisted reading challenged
employees complete required training to name just a few successes.
Due to downsizing in the company over the past several years I was one of
two admins left at the branch. Assisting all departments with their admin
work along with my regular duties made it necessary to work smart in order
to keep up with daily demands. No two days were alike and in this position
you have to be prepared to prioritize your day according to task importance
rather than the order in which tasks are received. Attention to the
external customer as well as the internal customer was first and foremost
in my position, followed by efficiency and productivity.
Future Career Interests:
To retain a career that is challenging and enables me to use my diversified
skills. My ability to work with people of all personalities and
temperaments coupled with my business knowledge would make it possible for
me to move into a supervisory position should the need arise. I believe a
good supervisor works with his coworkers, not over them.
EMPLOYEE PROFILE - page 6
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