Ken Cummings Email & Phone Number

I provide reference services through print and electronic resources to the members of the firm with a commitment to service excellence. I process, catalogue, and order books, journals, law reports, newsletters, and periodicals, while maintaining distribution lists and answering reference questions.

• Supervise all staff in department, including performance evaluation, appraisal input, and training orientations
  
• Manage escalated situations: negotiations, fire alarms, security incidents. Navigate difficult customer service interactions using tact and diplomacy to defuse situations.
  
• Perform a variety of system-wide supports: on call for all branches for customer service/account issues and Workflows problems, answering all customer service emails from public and staff for the system, answering all.
• Provide guidance and training to 3’s regarding customer privacy and account information disclosures aligned with relevant policies and legislation; control access to customer accounts by ensuring compliance with.
• Provide all system-wide Symphony training for Pages and new 3’s, 3A’s, 3B’s, and 3C’s, including coordination and conducting sessions multiple times per month (In 2017, 46 3’s and 34 Pages trained across the System)..
• Perform the largest volume of cash handling in the system (~$5,000/week), prepare daily cash floats, daily deposits, enter revenue, process cheques for the entire system, and deposits from administration, and FOL book.

Meadowvale Library, Lakeview Library

• Organized and ran regular children’s story-times, involving stories, singing, dancing, and other activities
• Provided one-on-one eResource and eBooks support to patrons through Book-A-Librarian program, helped people set up OverDrive, Zinio, Adobe Digital Editions, and assisted with Facebook, Word, and basic photo editing
• Developed an original program for special needs high school students, using a PowerPoint presentation and hands-on support to help the students access eBooks, eAudiobooks, Mango Languages, and Zinio eMagazines
• Developed lengthy summer programs for large (25+) student groups as part of TD Summer Reading Club, including themes of urban ecology, and ocean exploration
• Coordinated Meadowvale Library donations and book-sale, ensuring well-stocked shelves, and managing signage for special sales.

City Of Mississauga, Central Library

-Regularly provide excellent reference services to patrons, including providing readers advisory and support that includes book resources, internet databases, rare book collections, and periodical titles -Assume in-charge positions at library branches to cover staff shortages; responsibilities include managing the branches’ regular operations and dealing.

- Provide professional customer service to hundreds of patrons every week in a frontline service position, representing one of the largest public libraries in Canada- Exhibit strong negotiation and dispute resolution skills by resolving both regular and escalated customer inquiries and disputes in person and over the phone- Quickly navigate library.

- Worked in a frontline customer service position, providing patron assistance in all respects of a library- Oversaw collections management, including weekly magazine shipments and processing, book indexing changes, and all book repairs and lamination processes- Managed a pilot project to increase staff database literacy. Performed weekly training in.

-Professionally represented the firm in client meetings, dozens of phone conversations, and website blogs-Helped several businesses by performing competitive market research: identifying local competitors and their business models and niches-Developed a plan to connect science and academic communities; cold called 95 companies for a survey and received 26.

- Created invoices, called and booked patients; used QuickBooks and other scheduling software- Reception, messaging, office upkeep- Conversed with patients in reception; ensured a positive experience

Master'S Degree, Information Science/Studies

-I have gained experience writing professional reports, including business analyses using Tableau software, writing RFP’s, and studying.

Honors Bachelor Of Science, Biology And Anthropology

Education record