Remy Timbrook Email & Phone Number

Oakland, California, United States

Focus on ages 0-14 in a dedicated department of the main library in downtown Oakland. With 3 other librarians, plan and lead programming for youth and families and order for collections with $50K budget. Visit local schools to support classroom curriculum and share library services. Handle facilities issues, patron concerns, and day-to-day operations. (During pandemic closure, led sidewalk service 3 days/week and directed staff in RFID conversion of entire collection at Main.)

Oakland, California, United States

Temporarily reassigned to act in a higher classification and manage a small branch library (10,000 items in collection / 4.8 FTE). My role was to keep the branch running, keep the community happy to use library services, and transition the staff to a new permanent manager. I organized supply storage and weeded the adult collection to make space. I started up in-person adult programming again for the first time since the pandemic closure. I also weathered short staffing conditions and onboarded new permanent staff. Afterward I returned to my position in the Children's Room.

Oakland, Ca

Managed children's collection (purchasing, weeding, circulation, displays; English and Spanish) at small East Oakland branch, with $14K materials budget. Planned and led programming for youth from birth to middle school, including pre-K storytime, toddler storytime and Play Cafe, arts & crafts, and STEM foundation projects. Made arrangements with outside vendors and volunteers to fulfill library needs. Supervised volunteers for Kids Eat Free at the Library (Summer Food Service Program). Visited local schools and community events to provide offsite storytime, support classroom curriculum, and share library services and programs. Acted up in branch manager's absence to handle facilities issues, patron concerns, and day-to-day operations.

Oakland, Ca

Built and maintained positive relationships with youth in an urban public library. Managed YA materials budget of $8K between 2 branches. Analyzed circulation trends; ordered and weeded materials accordingly. Developed YA collection with high-interest fiction, graphic novels, and quick reads in response to lower literacy and ELL needs in local students. Boosted YA circulation through targeted purchasing, shelf merchandising, and face-to-face promotion. Organized programming for teens at primary and satellite branch locations. Supervised youth programs including Kids Eat Free at the Library, Teen GameZone, and Skills for Teen Parents. Supported children's programming (crafts, storytime) as necessary and partnered with children's librarian on all-ages events. Conducted reference interviews with patrons of all ages. Assisted computer users with low digital literacy. Prepared library branch publicity and represented library at community events and school outreach.

San Francisco, Ca

Compliance Operations SpecialistMay 2014 – April 2015Trained and led a small team of support agents to implement new Customer Identification Program (CIP) collecting identity information to fulfill Know Your Customer (KYC) regulatory standards against money laundering. Created Suspicious Activity Reports (SARs) based on investigation of customer behavior. Developed team procedures for compliance with FinCEN anti-money laundering regulations for a money service business (MSB) exchanging virtual currency in a card-not-present environment. Designed project process flow for time-sensitive coordinated effort across half a dozen stakeholder departments. Processed high-touch applications for regulated skill gaming program. Coordinated enforcement of program policies with major accounts contributing to 50% of all user economic activity. Represented internal business user needs to engineering and project management team. Evaluated and initiated partnerships with vendors who offer whole-lifecycle case management solutions for identity verification and AML concerns.

San Francisco, Ca

September 2011 - April 2014Payments SpecialistPartnered with developers, QA department, and user design staff to improve user experience and internal operations.May 2009 - September 2011Customer Support Specialist (Billing Level 2)Handled second-tier support for escalated concerns in billing and risk mitigation via phone, chat, email. Trained first-level personnel and new hires in person and virtually.September 2007 - May 2009Educational ConciergeFacilitated virtual experience for Teen Second Life users (ages 13-17 and their instructors) in secure online environment for creative collaboration. Provided technical support and account management for VIP customers and non-profit/educational institutions. Communicated efficiently with a globally-distributed team through Skype, IRC, join.me, Second Life, email, etc.

*Additional information management role within support department*SME for billing and payments processes. Created form responses for the use of the customer support department, particularly billing-specific inquiries. Maintained the accuracy and consistent formatting of the collection of responses as user interface changed or new features were offered. Documented team procedures in the internal wiki. Reported bugs that affect the support department and located the appropriate assignee for review and resolution. Mediated communication between Support and Engineering during outages and upgrades. Reviewed quality of first-level support interactions and coached agents and their supervisors. Saved human hours with streamlined, partially-automated procedures. “Translated” from developer to support staff to end user and back, distilling unfocused information into efficient and understandable packets. Created training documents and trained new hires.

Researched trends in childhood education to support CPL's 2013 summer learning program: Full STEAM Ahead! (Science, Technology, Engineering, Art and Math initiatives) Compiled STEM-focused booklists and activities for infant - middle school age ranges. Created introductory training materials for social media marketing in the Young Adult department. Informed staff of developments in digital storytelling and makerspace programming.

Oakland, California

Created a summer internship in partnership with the executive director. Migrated book records to a digital catalog, planned themed learning units and book displays, and staffed a weekly public storytime outreach. Also updated the Green Branch Facebook page and added content to the Amazon wishlist to encourage donation of social justice titles.

Various positions with multiple companies, including temporary and seasonal work. Worked with the public in person and over the phone, escalated and/or deescalated customer complaints appropriately, and delivered prompt, efficient service with a smile.

Los Gatos, Ca

*Similar duties to a Library Assistant, but in a commercial environment; held temporary position in high-volume seasons during my breaks from college.* Greeted customers and filled their requests at the Information Desk in person and over the phone. Gained and displayed familiarity with popular selections, local school curriculum, and reader advisory. Handled sales of books, CDs, DVDs, and other merchandise at the register. Staffed the Children's department and made recommendations to customers of all ages, for themselves or for their children. Shelved books, took inventory, faced the stacks and displays, and tidied the reading areas.

Mlis, Library And Information Science

Completed Master's program in 2 years (5 terms) while working full-time outside of the library profession, and earned a 3.77 GPA.

Ba, Theatre Arts, Vocal Performance (Minor)

Activities and Societies: Jefferson State Choral Coalition, costume shop

Education record

Intensive workshop series on planning and presenting early literacy storytimes for preschoolers.

Education record

Training in best practices for storytime programming and communicating early literacy skills to young children and their caregivers.