CIRCULATION & CUSTOMER SERVICE: Project warmth and professionalism in all interactions. Register customers for library cards, informing them of the services we provide as well as their rights and responsibilities. Maintain standards of accuracy in data entry, administrative tasks, and monetary transactions. Research and resolve customer service issues using knowledge of the Polaris Circulation Manual and the Policy Manual. Enforce policy and follow safety and administrative procedures. Submit monthly reports to inform and refine quality of service. Provide customer service over the phone and deliver curbside orders to patrons.REFERENCE, READERS’ ADVISORY, & COMPUTER ASSISTANCE: Assist customers in locating and accessing materials. Demonstrate the computer catalog and identify the multiple means of engagement available (print, media, e-resources, and databases). Recommend materials based on the customers’ needs and interests. Inform customers of upcoming programs and other activities. Provide assistance with computers and other information technologies.COLLECTION MAINTENANCE: Perform shelving and shelf-reading tasks as required. Run and fulfill daily reports for Holds requests. Complete weekly, monthly, and biannual Collection Maintenance reports. Monitor collection for condition, performing weeding and shifting tasks as required. Provide oversight for all youth materials, e. g., changing circulation statuses where required. Create book displays with themes informed either by the American Library Association’s Calendar of Celebration Weeks & Promotional Events or by current events.KEY ACCOMPLISHMENTS: I have created book displays for #ReadICT, Black History Month (“Spotlight on Black Illustrators”), and Read Across America. My time as a Youth Services Library Assistant has enabled me to provide better reference and readers’ advisory services. I’ve also gained confidence in my ability to resolve a wider range of customer service and administrative issues.

CUSTOMER SERVICE IN CHILDREN’S AND TEEN PAVILIONS: Proactively initiated reference and readers’ advisory, asked appropriate questions to identify information needs and make recommendations. Kept abreast of upcoming titles and informed customers of such early literacy programs as 1000 Books Before Kindergarten. Assisted customers with accounts. Assisted youth with computers and locating materials through the computer catalog. Registered patrons for Summer Reading and other literacy programs using Beanstack. Assisted in the planning and provision of early literacy programs and other activities. Completed opening and closing duties.COLLECTION MAINTENANCE IN CHILDREN’S AND TEEN PAVILIONS: Maintained Youth Service areas and ensured that materials are organized per the Dewey Decimal System and merchandised for maximum engagement. Maintained and added to record sets for displays. Monitored the collection for condition and assisted with shifting projects as required. Completed periodic shelf-reading projects as assigned.INTERNAL CUSTOMER SERVICE: Fulfilled requests for programming supplies throughout the library system, e. g., laminating items and sending papers, storytime props, and books. Worked with Circulation and other departments to meet customers’ information needs. Periodically assisted Circulation at the Customer Service and in shelving materials. Maintained a professional demeanor and built relationships with coworkers and regular customers.KEY ACCOMPLISHMENTS:I got opportunities to take a more active role in the mission to promote early literacy; I presented a screening of the PBS Kids program Molly of Denali, created an accompanying display of books about Native-American and Alaskan cultures, and provided coloring pages and fact sheets, and I also created a display for Kansas Reads to Preschoolers’ 2019 selection, I Like Myself! by Karen Beaumont, which included a drawing for a free copy of the book.

SHELVING & SHELF-READING: Performed shelving and shelf-reading duties, meeting monthly goals while maintaining a standard of accuracy. Shifted and merchandised materials as required to ensure well-organized shelves and facilitate engagement.CIRCULATION DESK DUTIES: Established and maintained rapport with customers. Checked items in and out. Registered patrons for library cards and informed them of rights and responsibilities. Maintained standard of accuracy in data entry, account management, and monetary transactions. Followed circulation procedures, as outlined in the Polaris Circulation Manual and the Policy Manual, and resolved customer service issues. Answered ready-reference questions and assisted customers in locating materials. Walked customers through using the computer catalog and self-service machines.DELIVERIES, BOOKDROP & OTHER ASSIGNMENTS: Sorted and checked in deliveries as assigned. Collected and checked in bookdrop as assigned. Sorted trucks to be shelved during down times. Collected in-house items from tables and completed In-House Use reports as assigned. Assisted with shelving in other departments where required. Operate the Automated Materials Handler (AMH) as assigned and sorted trucks by shelving location. Worked at the Drive-Up circulation desk as assigned.KEY ACCOMPLISHMENTS: In preparation for moving to a new location, I collaborated with the Stacks Manager and co-workers in the largest shifting project in the Library’s history. I also appeared in a customer service video in 2016 and assisted with a virtual tour of the then-upcoming Advance Learning Library, informing community members of the new services they would enjoy.

Reviews Adult Fiction and Adult Non-Fiction

PROCESS PHOTO ORDERS: Took photo orders in person and over the phone. Processed photo orders using a photo-printing machine. Fulfilled photo orders and provided customer service for photo customers, e. g., taking passport photos and walking customers through the self-service photo-printing interface. Assisted customers in selecting technology items. Handled photo transactions. Maintained and cleaned photo department.CASHIER DUTIES: Handled monetary transactions. Recommended Walgreens card and informed customers of current and upcoming promotions. Established and maintained rapport with customers. Answered questions and helped customers locate items and services in person and over the phone. Covered the Beauty Department when the store was short-staffed. Periodically collected shopping carts throughout the shift.STOCKING, RECOVERY, & INVENTORY: Restocked and faced items throughout the door. Put sale tags on close-dated items. Pulled outdated items and removed them from the inventory. Assisted with end-caps and displays where assigned. Ensured that the aisles and public restrooms were clean. Completed inventory tasks as assigned.KEY ACCOMPLISHMENTS:I prevented a serial cigarette thief from hitting our store by providing good customer service, asking open-ended questions and maintaining a level of approachability, while not giving in to his request to hand him items before he paid for them.

CUSTOMER SERVICE: Completed transactions over a multi-line, while adhering to the accepted call script and protecting confidentiality. Established and maintained rapport with customers. Researched and resolved billing issues. Collaborated with mobility, tech support, telco, and other departments to start new services, schedule installations, and place service orders. Followed up with customers to ensure concerns were resolved to completion.DOCUMENTATION: Documented customer service interactions to inform co-workers of service changes and provide means of oversight for management.SALES: Built rapport and asked questions to identify customers’ needs. Recommended AT&T products and services, including TV, Internet, mobile phones, and data plans, and offered promotions to incentivize upgrades.KEY ACCOMPLISHMENTS:I was the first in my cohort to be certified and met monthly sales goals.

FOOD SERVICE: Served lunches for students and staff. Followed food safety guidelines.DISHES AND CLEANING: Prepared leftovers for donation. Washed and sanitized dishes and other implements. Cleaned and sanitized all services. Put away all supplies. Took out trash.PREP WORK: Prepared food for upcoming meals. Rotated foodstuffs to ensure the oldest items were used first. KEY ACCOMPLISHMENTS:I established and maintained rapport with a diverse group of students and staff.

BAKING & PRESENTING ITEMS: Baked and glazed donuts. Proofed and baked breads. Baked cookies, pies, and turnovers. Stocked donuts shelves. Packaged and tagged items for sale. Placed items on shelves throughout the store. Rotated items to ensure the oldest items are bought first. Followed food safety guidelines.PREP WORK & RECOVERY: Prepared carts of ready-to-bake items for the next day. Washed and sanitized all dishes. Cleaned and sanitized all surfaces. Swept and mopped floor daily. Replaced supplies as necessary.DELIVERIES & INVENTORY: Collected and put away all deliveries, rotating packages to ensure freshest possible products. Unpacked and set out all pre-packaged items. Ran inventory reports for all bakery items.KEY ACCOMPLISHMENTS:I met my productivity goals, with few errors, and sought out ways to improve processes and save time

TUTORIALS: Advised students in the writing process—brainstorming, research, organization, grammar, mechanics and formatting. Referred students to additional resources online and around campus. Documented tutorials to provide oversight and statistics for management. Assisted students with computers.OFFICE RELATED TASKS: Answered questions over the phone and scheduled appointments. Replenished office supplies as required. Followed opening and closing procedures.ADDITIONAL TASKS: Proctored exams as required. Disseminated information about the Writing Center throughout campus.KEY ACCOMPLISHMENTS:I worked with a diverse group of students, helping returning adults regain confidence in their writing, helping undergraduates with Composition assignments, and helping graduate students with theses and dissertations. This was not only an opportunity for me to improve my writing, but also a new way of seeing what academic research can do.