Mona Gilner Email & Phone Number

Overland Park

Edgerton, Ks

Helping support daily management of department duties, including allocating labor, leading meetings, assigning job duties, and communicating with internal and external suppliersProviding policy follow-up, attendance tracking (duties do not extend to discipline)Tracking and reporting of ATS/labor hoursAssisting the floor as an associate resource, training associates and verifying SOP complianceEnsuring successful area performance, through tracking, reporting and feedback of associate performanceFilling in as needed with production dutiesFully understanding workflow and daily production goalsReviewing and updating SOP as requiredAssisting in keeping work area clean and organizedIdentifying and addressing safety hazards within the work areaCoaching associates to work safely at all timesParticipating in safety initiativesReferring all job injuries immediately to area manager

Shawnee, Ks

Demonstrated professionalism and courtesy with clients at all times. Met all customer call guidelines including service levels, handle time and productivity. Investigated and resolved customer inquiries and complaints in an empathetic manner. Scheduled staff shifts to cover peaks and lulls in customer inquiries.Followed-through on all critical inter-departmental escalations to increase customer retention rates. Provided accurate, specific and timely performance feedback for CSRs. Identified individual development needs w/appropriate training. Remained up-to-date on the latest technologies and solutions applicable to company products. DSA is a full-service, single-source systems solutions integrator. We answer the technology needs of small and large business in a wide-range of industries, but with special emphasis on wholesale distribution.

Managed the Call Center's Knowledge Management System. Worked with team members to design new knowledge distribution policies and encouraged the use of the new practices. Implemented the next generation of the KANA Knowledge Management system (KANA IQ to KANA SEM)Analyzed the effectiveness of the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits.Interacted with the staff members, unit managers and the clients. Acted as a mediator to answer the queries of the clients and staff about the knowledge management products and practices. Partnered with ITS on issues to troubleshoot and resolve issues.

Utilized support role to lower AHT (Average Handle Time) and increase IR (Issue Resolution) through efficiencies in system management, partnerships with content owners, and delivery of information to Call Centers.Conducted interviews with various users and technical staff to gather information for documentation. Researched and translated technical information into manuals or web-based documents for non-technical and technical users.

Investigated, analyzed, and provided comprehensive resolutions for client issues by using applicable monitoring and troubleshooting tools.Maintained awareness of current solution functionality and its relationship to solution specific database tables.Understood the sense of urgency and ensured timely resolution to service requests in line with organizational metrics.Provided troubleshooting support and knowledge transfer for associates.Promoted, maintained, and utilized knowledge transfer forums

Bachelor Of Science (Bs), Psychology

Associate'S Degree, General Studies

Activities and Societies: Member of Volleyball, Basketball and Softball teams.