I manage all email communications from DUP to the library audience, including marketing campaigns, technical communications (site outages, platform migration information, etc.), subscription renewals, journal acquisition and pricing announcements, and more.I manage our vendor/sponsor/exhibitor presence at library conferences. We participate in 10 or more events per year, including national and international library association conferences and local/regional meetings and meetings of technical interest groups for librarians in our market. Our conference presence usually includes: + sponsorship+ exhibit booth+ virtual exhibit content+ committee work+ attending sessions to stay informed about important topics in libraries to better serve our customers.I manage the design and production of physical and digital library marketing materials, including:+ library products catalog+ ads+ website content+ conference display materials (signage, flyers, etc)+ conference "swag" giveaway items

I delivered the metadata for DUP books and journals to discovery services and library customers to ensure that DUP content is discoverable, accessible, and usable in the catalogs of libraries that have access to it.I delivered circulation and usage reports to marketing, sales, and other teams internally.I performed market research and customer prospecting to prepare marketing campaign contact lists.

As the documentation specialist for the AICPA's Member Service team, I manage the organization's knowledge resource library in order to support front-line staff in serving members and customers by:+ Keeping resources up-to-date with current policies and procedures.+ Disseminating information about policy changes.+ Capturing, structuring, and retrieving organizational knowledge.+ Collaborating with agents and management to review documentation for continuing process improvements.

+ Consistently exceeded team service metrics in responding to member and customer inquiries via phone and email channels.+ Trained and mentored new hires, where I introduced changes in training methods that have contributed to an increasingly empowered team culture and a significant reduction in agent attrition.+ Created and lead a company-wide improv comedy club to improve engagement and creativity.+ Collaborated with colleagues and management to improve numerous processes.

+ Supervised the House Undergraduate Library, UNC's only 24-hour library, throughout the night and early morning.+ Provided circulation, research and reference services to students and responded to maintenance, housekeeping, and security concerns.

+ Responded to phone and email reference inquiries and made print and electronic documents available to researchers upon request.+ Identified relevant materials within and beyond the collection to enter into the bibliographic database.

+ Developed a study analyzing scholarly use of digitized primary sources from the collection.+ Analyzed and prepared collections for digitization.+ Performed scanning and quality control for new digital collections.+ Assisted with a usability test on the newly-launched digital collection interface.

Research and Instructional Services Department at Davis Library.+ Performed library reference interactions for patrons including university students, faculty, staff, and the general public.+ Responded to reference inquiries via phone, email, chat and in-person channels.