Technology Operations Manager

• Jun 2023 - Present

Public Services Librarian

• Aug 2021 - Jun 2023

Developed a two-year strategic Public Services Vision Plan with realistic, measurable goals to move the library forward; including mental health supports for students, Equity, Diversity, Inclusion and Decolonization initiatives, and strengthening community partnerships.Team lead on the instruction of the Integrated Library System, Alma; developing in-depth workflows and creating policies and procedures for the variety of functions within Alma for internal use.Developed multiple detailed Standard Operating Procedure documents to aid internal training, elevate team performance, and ensure little to no loss of information during role transitions.Reviews current and historical project files to identify industry patterns and strategies; uses this information to establish tactics for project initiatives. Show less

Service Desk Coordinator

• Sep 2016 - Aug 2021

Thorough knowledge and ability to demonstrate the use of a variety of library resources, including Omni, LibGuides, online databases, and Interlibrary Loans; exceedingly capable of undergoing efficient, detailed searches using both open-sourced and paywall databases, by combining advanced functions, including thesaurus subject searches and Boolean terms.Completed multiple in-depth statistical analyses to assess library interactions using data gleaned from Desk Tracker; used data visualization tools to organize and disseminate the most relevant information and trends to colleagues to enhance user services and increase usability with the library both in-person and online.Use time management skills to organize, prioritize, and accomplish a variety of tasks, including collections, cataloguing, processing books, literature reviews, and statistical analysis projects while working in a fast-paced environment of assisting students, staff, and faculty at the service desk. Show less

Access Services Coordinator

• Mar 2019 - Mar 2020

Recognized an underdeveloped area of research in the Beryl Ivey Library’s social media accounts, prompting a qualitative content analysis that led to several recommendations for its future use as a marketing tool.Initiated a revamp of library communications to improve marketing and promotion of library resources and events; used library’s strategic plan and marketing best practices to tailor communications to relevant audiences. Created an in-depth, forty-page internal user manual for working with Ares and Course Reserves, including the use of Abbyy Fine Reader software to create accessible documents. Show less

Customer Experience Representative

• Aug 2016 - Feb 2018

Make meaningful connections and provide insightful readers' advisory services to customers seeking new reading material based on their interests and previous reading experiences. Engage and inspire customers through storytelling as a means to leverage products. Create a warm and welcoming atmosphere to provide customers with an experience that goes above and beyond expectations. Uses time management skills to ensure customers receive the appropriate amount of attention while also completing daily tasks, including receiving shipments, shelving product, and keeping store tidy. Self-motivated and takes initiative to create new tasks as needed. Show less

Crew Leader Assistant

• Apr 2016 - Aug 2016

Assist Crew Leader with day-to-day operations, including organizing, distributing, and reordering supplies and materials, receive and check shipments, and setting up office and training space. Prepare training materials, attend and co-lead enumerator training sessions Crew Leader. Responsible for field follow-ups, assuring that enumerator duties were being handled properly and resolving field problems. Use time management skills to complete tasks in a productive manner, while continuing to take the time and effort to provide quality work. Show less

Team Member

• Oct 2015 - Feb 2016

As a seasonal hire, was shortly thereafter hired on as a Team Member with a promotion to key holder due to strong, natural leadership skills. Responsible for the opening, closing and operating procedures, including daily set-up, the opening and closing down of cash registers and balancing cashier tills. Provided exceptional customer service to customers, ensuring their needs were met and any issues were dealt with in a positive and professional manner. Lead daily team check ins to inspire and motivate team members throughout the duration of their shift. Quickly learned essential product information in order to provide customers with the most suitable products, as well as providing assistance and training to seasonal team members. Used strong organizational skills to ensure product stock was filled, faced, and met quality standards for the store. Show less

Account Manager

• Sep 2014 - Sep 2015

Delivered presentations and submitted reports to organizational stakeholders that were timely, informative, and addressed campaign needs. Using open-source research, extracted social media statistics using Google Analytics, Twitter Analytics, Facebook Analytics, Hootsuite, Sysomos and Radian6 software into Excel; collated and normalized the data by inputting it into visual representations for critical analysis; reported and disseminated information to stakeholders. Demonstrated problem-solving and creative abilities to present complex information in simplified and meaningful reports. Adapted to campaign changes by applying problem-solving frameworks to minimize issues and resolve stakeholder concerns. Show less

Account Coordinator

• May 2014 - Sep 2014

Understood the needs and interests of stakeholders helping to establish and maintain a reliable, trustworthy relationship. Lead presentations to stakeholders with timely and comprehensive reports to provide metrics based on campaign goals and objectives. Met regularly with upper management to provide campaigns updates and solutions to arising issues. Organized and lead brainstorm sessions to plan and cultivate content for campaigns, communications and reports. Managed team of committed individuals by producing planned timelines and maintained communication to ensure stakeholder deadlines were met. Gleam Software was used to identify variables and assess the success and shortcomings of organizational initiatives; this process informed how resources would be allocated. Developed Standard Operating Procedure manual to aid internal training and elevate team performance. Show less

Account Coordinator

• Aug 2013 - May 2014

Utilized strong understanding of social media to gather information that was relevant, valid and reliable to accurately report to stakeholders. Organized a wide range of data, including influencer posts, into comprehensive spreadsheets with Microsoft Excel to allow for simple tracking and reporting. Created visual representations with Microsoft PowerPoint for reports that informed and engaged stakeholders.Tracked payment and campaign budgets to maintain contribution margins and ensure compensation was ordered and delivered to influencers in a timely manner. Researched emerging trends in social media and marketing to ensure ideas and strategies presented to stakeholders were relevant, accurate and effective.Wrote appropriate communications for stakeholders to ensure information and messages were understood and created the desired impact.Worked with team members to develop strategies and generate ideas for upcoming stakeholder campaigns. Show less

Social Media Intern

• May 2013 - Aug 2013

Worked with Community Manager to plan and develop monthly content calendars to ensure appropriate, engaging posts were presented to the company's community on social media.Extensively used Wufoo to file up to 20 new incoming community members a day by applying an organized system to optimize the number of entries added into Salesforce.Assisted team members in collecting influencer posts and manually calculating social media shares that would later be used in stakeholder reports to determine campaign success metrics.Used strong logic and reasoning skills to adeptly research upcoming trends and changes to social media that pertained to the marketing and communications industry.Provided timely and relevant information to team members that helped establish a strong relationship through trust and effective communication. Show less

Supervisor

• Oct 2006 - May 2013

Responsible for the opening, closing and operating procedures, including the start up and closing down of cash registers, balancing cashier tills, and managing the daily financial deposits. Projected natural leadership qualities and constantly explored leadership concepts to expand skills; applied learnings to motivate and guide team members. Learned adaptation skills in order to adjust to company changeovers, including major system updates and changes to head management. Led training for new and recently promoted team members to ensure the establish quality standard was met and remove the possibility of misinformation. Developed time managements and strong organizational skills, allowing for the completion of designated tasks to be achieved within a shift, while also taking into consideration unexpected setbacks. Negotiated difficult stakeholder complaints by applying problem solving frameworks to minimize issues and resolve stakeholder concerns. Supervised up to 15 staff members at a time, providing customer service assistance, as well as delegating tasks and ensuring Matrix orders were completed within the allotted timeframe. Show less

Runner

• May 2012 - Oct 2012

Offered friendly, quality customer service to ensure guests were given an above satisfactory experience upon arrival until their departure from the restaurant. Demonstrates strong oral communication and interpersonal skills to eloquently deliver food and drink flavour and presentation information to clientele in an engaging, accurate and efficient manner. Able to adjust tone and language based on clientele's needs to create a level of comfort and atmosphere to their experience. Provided upper management with regular updates that outline organizational changes and progress over the course of a shift. Maintained efficient flow of food to the floor in an organized and timely manner, helping to achieve the objective of allowing for the product to reach the clientele. Show less

Tourism Adviser

• May 2009 - Sep 2011

Promoted Stratford to 800 visitors a day, providing up-to-date information regarding activities, events, and shows going on throughout the city. Provided recommendations on restaurant and accommodation reservations, taking into consideration visitors' daily schedules and budget. Demonstrated strong oral communication and interpersonal skills to lead informative walking tours for up to 10 visitors a day. Trained and supervised new team members unfamiliar with standard operating procedures, while also providing assistant to team members and guests less advanced with computers and technology. Delivered weekly updates to upper management to ensure sensitive information was disseminated to the appropriate stakeholders, as well as providing solutions for arising issues that may hinder productivity. Developed patience and positive, confident language skills to help offer constructive solutions to complex situations that arose from visitors in order uphold the city's reputation. Show less