* Responsible for customer retention for states, provinces, associations and public library markets* Provide leadership and instruction to support staff to ensure expert quality support is provided to customers in each market* Assist in new project development by working with the development team, customer support team and marketing department. * Develop presentation materials and present at all the major library conferences. * Lead contact for the Measurement, Evaluation and Assessment Committee (MEAC), Ontario Public Library Association (OPLA), Canadian Urban Library Council (CULC)

* Responsible for customer retention in the public library market* Responsible for supporting quantitative and qualitative data capture, management and reporting tools (SAAS: LibPAS, LibSat, InformsUs, RC APP) for Public Libraries* Respond to support requests in-person, email, phone and web* Create and lead instructional webinars on implementation of online tools to new customers* Organize and lead user group meetings, online and in-person* Create and present conference sessions at major public library conferences* Advanced problem-solving skills in testing and debugging * Liaison between the customer and programmers to ensure effective and quick response to issues

• Sales and marketing to Canadian libraries, schools and universities.• Seven years experience in successfully managing and overseeing The OLAStore. A bookstore specializing in professional literature for librarians.• Provided excellent customer service with a standard of going above and beyond expectations.• Maintained and serviced existing customer relationships in a professional manner.• Researched, applied for and attended trade shows, exhibits, displays and other events to promote, support and deliver programs. Responsible for booth layout, display set-up and meeting with customers on the show floor.• Played a key role in planning, set-up and implementation of Canada’s largest library conference, The Super Conference.• Lead and coordinated staff in a joint effort to execute cohesive marketing promotions across Canada using both traditional and online methods.• Performed overall analysis of existing store processes and procedures for migration to an online- based system.• Supported a third-party programmer for successful implementation of recommendations using the constraints of their content management system.• Proven ability to take highly technical information and articulate it so that non-technical customers and managers can easily understand it.• Effectively delivered marketing programs, tracked results and made adjustments as needed, resulting in increased sales.• Created an instructional YouTube video to demonstrate the new features of The OLAStore e-commerce site.• Regularly assisted co-workers in utilizing current and new Internet technologies such as facebook and twitter to help promote the Ontario Library Association and connect with members.

• Oversaw the successful implementation of the Community Access Program (CAP) in 28 schools within the Peel District School Board (PDSB).• Worked individually on the project and liaised with managers within Peel for support.• After initial analysis, created and implemented policies and procedures to address the concerns of the school board, which resulted in community acceptance of the CAP Program.• Created content and workbooks for six different computer courses at the basic and intermediate level intended for basic computer users.• Taught courses twice a week in both lecture style, hands on and virtual teaching styles.• Maintained open and constant communications with 28 principals, team leaders in each identified departments, managers at Industry Canada and CAP clients; over 200 registered users.• Managed data collection for all CAP sites to provide meaningful reports to Industry Canada. • Responsible for ensuring that the $400,000 budget was allotted correctly and that all funds were spent.• Submitted budget claim forms and administered execution of the financial business plan.• Met all deadlines in a timely fashion: spending of monies, CAP signage and advertising, CAP grandopening, budget (yearly) and statistic reports (quarterly).• Attended weekend training and brainstorming sessions.

I worked two summers for the Elgin County Library system. One summer in the Dutton-Dunwich branch library and the other in the Straffordville branch. I provided internet training to patrons and staff, led informational presentations to the chamber of commerce, and created and maintained webpages for the library branches. I also created an online data tracking and reporting tool that captured student working hours and provided a useful report to the grant administrator.