Benjamin Shaw Email & Phone Number

Responsible for all aspects of Adult and Makerspace Services including planning.▪ Led all aspects of Adult and Makerspace Services, focusing on program development,technology leadership, community collaboration, education, and customer service.▪ Fostered partnerships with the local business community and maintained collaborativestrategic relationships.

Newmarket, Ontario, Canada

▪ Provided leadership and oversight to all library operations, overseeing financialadministration, facilities, service level agreements, contracts, procurement, policy andcompliance, and human resources administration.▪ Spearheaded strategic initiatives, including the 2022-2025 Strategic Plan, facility redesignplanning, and the implementation of Xplor Recreation.

Ontario, Canada

Developed and maintained course curriculum.Developed the courses LMS (moodle), including recorded presentations, course readings, interactive assessments, assignments and exams.Ensured my availability during the week to answer questions, meet with students, respond to emails.

Coordinate the daily service, public programming and collections development program of the busiest Branch of Markham Public Library (MPL) with over 1 million annual circulations and 1000 daily visitors.● Provide supervision, coaching, feedback, and evaluation regarding all customer service and information services.● Effectively address all customer issues, resolving conflict expertly through de-escalation and increasing customer satisfaction.● Advocating for the Library with community partners, facilitating positive working relationships and representing the branch in system wide projects.

Provide oversight and leadership to key strategic projects including:● Markham Votes: partnership with the City of Markham Election's Office for training of 150 staff members as elections officers to promote civic engagement.● MPL education: implementing a new online orientation strategy for staff, developing online training modules, representing MPL during the City of Markham's deployment of a City wide Learning Management System (LMS).● Board Orientation: developing an online orientation platform integrating legislative requirements, board by laws and focusing on the policy governance model and the Harwood Institutes community development principles.

Represented MPL’s interests and engaged with community groups and other organizations to actively pursue opportunities to achieve the Library’s strategic vision and goals. ● Worked with community members, community service providers, and local citizens’ groups to identify and address needs. ● Effectively planned, organized, implemented/delivered, and evaluated community events on behalf of the library. ● Facilitated community focus groups and public meetings hosted by the Library.

Advocated a forward thinking approach to library virtual services in a collaborative environment with other municipal departments and with multiple vendors.● Maintained the eResource system, remotely assisting customers with account or technical issues, and improving the digital user experience.● Identified and developed marketing and training for customers and staff by actively engaging relevant departments and teams.

Managed all aspects of the project to develop a training strategy that addressed the digital literacy needs of staff to exceed industry competency expectations.● Delivered exceptional training to all staff with a focus on support, customer service, and job related duties.● Proactively engaged special project teams to contribute creative and innovative solutions.

LIBRARY SERVICE ASSOCIATE (April 2013 – December 2014)Worked as a leader of a team providing superior public service, information literacy instruction, and technology troubleshooting for MPL's customers. ● Provided front line customer service in all library functions: accounts, circulation, reference, readers’ advisory, and program facilitation.● Facilitated classes, workshops, and one-on-one sessions for all demographics. ● Maintained assigned collections (selection, repair or withdrawal).● Acted as the City Clerks Designate as a Revising Officer for the 2014 Municipal Election.BORROWER SERVICES CLERK (October 2012 – April 2013)Provided exceptional and proactive customer service to all of the Library’s customers.● Provide front line customer service for customer accounts and circulation.● Prepared the Cornell Community Center Library for opening day

Worked as a leader in a team of dedicated professionals providing exceptional research and curatorial services to the residents of the City of Markham. ● Provide curatorial services including: new artifact intake and accessioning, preparation of donor agreements for review, database management, assist with educational programs, and assist with internal and external research requests. ● Prepare exhibits for public display including: installation and staging of new exhibits, conceptualization and implementation of outreach exhibits. ● Supervised and trained new staff, student interns, and volunteers. ● Moved museum collection (75 000 objects) into a new storage and exhibition facility.

Created engaging communications to inspire change by building awareness, educating and mobilizing community support on issues, causes or projects through digital advocacy and public engagement campaigns.● Proactively monitored, researched, and maintained community data for clients and consultants.● Efficiently managed project timelines by directing meetings, prioritizing goals and ensuring effective and timely communication.

Provided front line reference to researchers from the public, student body, faculty, and staff of York University. Performed research for archival acquisitions, and development of temporary displays. Performed intake preventative conservation and cataloging.

Synchronized redundant systems including: website, online payment, member management software. Researched and implemented major new membership management system. Acted as a liaison between the Executive Director, the Board of Directors, and the membership.Formerly York Technology Association

Provided effective leadership, training, and mentoring to ensure the efficient operation of two store locations.● Supervised staff and daily operations.● Managed customer service for in-store, service and construction customers.

Human Resources Management Essentials

Master Of Information, Library And Information Science

Degree, History And Philosophy

Activities and Societies: Golden Key International Honour Society

Coaching And Delegation Strategies