Sheelagh O'Malley Email & Phone Number

Maintain and curate the library available in Blackboard to include the LIRN and general research and writing resources.Track and communicate LIRN updates to faculty and students. Provide LIRN statistical information to administration as needed.Assist faculty with LIRN usage as needed.Provide a variety of library usage information and statistics for IPEDS reporting.Assist students with APA citations writing assistance, finding scholarly resources and plagiarism questions.Manage Tutor.com account and monitor usageConduct workshops for online and Atlanta students on library related topicsRespond to student questions and concerns on a timely basis.Perform weekly course reviewsManage deployment of end of course surveys for all online courses

Oversee and manage complex daily operations for the center which include direct customer service to library patrons on the phone, over email, via text and chat Train, supervise and evaluate a team of four who receive, triage, answer and/or assign all contacts from library patrons including requests for assistance with accounts, providing information about library policies and procedures, programs and events as well as reference and information services requests Conduct customer interviews to determine who can best respond to someone’s needs and transfer calls to the appropriate department and/or location as needed Collaborate with all library branches and departments daily to make sure customers receive up to date and accurate information Respond to inquiries, concerns, and complaints from remote customers and staff in a professional and calm manner Act as "the face" of system wide remote service, including building and maintaining productive relationships with other library departments as well as internal partners like IT and Youth Services and external partners such as software and hardware vendors Person in charge for remote services to help in the creation and implementation of customer threshold parameters Manage and oversee the library’s book delivery service to homebound customers (Mailbox Books) to include regular contact by phone or email with customers, sending and receiving books in the mail in specialized bags, ordering mailing and shipping supplies and collecting monthly statistics

 Effectively collaborated with branch supervisors to determine best practices for staff motivation and direct workflow, successfully optimizing customer service. Executed a wide range of human resource functions, including interviewing, hiring, training and evaluation of Library Services Assistants and Volunteers, as well as supervision of staff in the absence of direct supervisors. Managed and directed staff, serving as in-branch trainer and instructor in proper use of library equipment, excellent customer care, and effective shelving processes and procedures.  Collaborated with multiple system teams to improve system processes and procedures. Developed and maintained collection, making suggestions for additions to the library collections and removing outdated and damaged materials to ensure an accurate and relevant collection.  Offered excellent customer service, including answering reference related questions, assisting with resume and job related queries, conducting extensive research using electronic resources, troubleshooting computer problems and questions, setting up electronic devices for checking out digital materials, developing branch programs, and assisting in the selection of materials to suit customer needs using Novelist Plus and Novelist K-8. Facilitated branch staff meetings and presented a variety of informational materials. Enthusiastically provided both educational and entertaining programs to younger library visitors Worked with community groups including schools, non-profit organizations and businesses to promote library services and events Remained flexible and executed a wide variety of functions outside of established responsibilities.

 Gained extensive experience in duties related to supervising staff, including scheduling, training, assigning work duties, professional development, and disciplinary action, as needed. Provided customers with excellent customer service to include information, circulation, and problem resolution. Collaborated in the coordination of collection maintenance at the branch, including weeding old, outdated, unappealing, or worn materials, recommending titles for purchase, and understanding customer requests. Managed maintenance and security in the branch to ensure safe and effective daily operations. Served as Co-Chair and, subsequently, Chair of the North Georgia Associated libraries for two years.

Assisted customers with a variety of requests; assisted in collection selection and deselection; repaired books; offered basic troubleshooting help with computers and printing; hired and scheduled volunteers; spent time staffing the children's department desk on evenings and weekends

Worked to maintain an adequate collection of general books and software for students at Florida State University; interviewed, hired and scheduled staff to assist with working during open hours and finding materials for students; participated in and provided feedback for management meetings; helped with staffing at the stadium store for busy football game days

Bachelor Of Arts (B.A.), Art History, Criticism And Conservation And Anthropology

Activities and Societies: Member of Alpha Phi Omega - co-ed service fraternity

Mls, Library Science

Education record

Education record

Education record