Experience

Caltech

• United States
• Research Services
• 700 & Above Employee

• Head of Access and Collection Services

  • Jun 2020 - Present



New York University

• Higher Education
• 700 & Above Employee

• Circulation Services Manager

  • Oct 2019 - Jun 2020



New York University, Division of Libraries

• United States
• Libraries
• 1 - 100 Employee

• Circulation Services Assistant Manager

  • Aug 2016 - Jun 2020

  ● Participated in numerous hiring committees for administrative and union staff. Directly lead and organized interview process, reviewed resumes, and conducted phone screening and in-person interviews. ● Hired, promoted and trained student staff into leadership roles across departmental functions. Managing the “Lead Student Program” into a successful tool in student development that is meeting users needs. ● Built multi-module customer service training program to adapt service desks to rapidly-evolving library user needs. Addressed gaps identified during extensive interviews with staff and management, training has resulted not just in better customer service, but increased empathy and collaboration between staff members, a work environment supportive of employees’ differing strengths and needs, and dramatic increase in group-discussion participation from staff members formerly reluctant to share.● Led cross-departmental initiative to draft a “shared vision” across global NYU libraries. Resource- and knowledge-sharing have soared between departments, who now see each other working toward shared goals, rather than as competitors for limited resources.● Promote a library responsive to changing user needs, technology, and safety by creating training plans and leading workshops for all levels of employees on topics including customer service, application functions, and workplace violence prevention.● Cultivate and develop union staff - eight direct reports, plus four “dotted line” staff – track workperformance, set goals/expectations, follow up on performance and address persistent roadblockswith individual staff through coaching meetings to find desirable solutions and find creative ways to match projects with staff strengths.

• Circulation Services Supervisor

  • Apr 2012 - Aug 2016

  ● Participated in numerous hiring committees for full-time administrative positions. Directly recruited, interviewed and hired student workers every semester for our service desk(s) needs. Created a lead student program to retain talented student employees and provide growth opportunities. Student performance substantially increased, and other library units eagerly adopted the program. ● Hired, trained and developed large number of new student hires to work across our service desk. ● Revamped training, communication and roles of student hires to develop more skills that include leadership and promotion opportunities. Saved full-time staff dozens of hours every semester by developing material and training to empower lead student workers to train new student hires.● Designed and implemented training curriculum to integrate 13 staff members across 3 separate service desks into a unified department with shared responsibilities and skills. The unified department is far better equipped to support changes in library usage and it eliminated the need to fill 3 open positions.● Resolved staff work inconsistency by creating a metrics tracking system for course reserve processing steps (book orders, creating courses, book searches, contacting faculty, etc.).



University of Southern California

• United States
• Higher Education
• 700 & Above Employee

• USC Libraries Reserves Specialist/Weekend Supervisor

  • Mar 2008 - Mar 2012

  ● Provide seamless library access and circulation to faculty, student and staff by managing circulation functions - including acting as sole library supervisor on weekends - managing opening/closing, circulation, shelving, gathering usage statistics, equipment upkeep, reserves processing, customer service, and policy enforcement.



University of Southern California

• United States
• Higher Education
• 700 & Above Employee

• Library Student Assistant, Library Security Student Officer

  • Jan 2005 - Dec 2006

  ● Provided customer service through circulating print material and research assistance.



Walt Disney World

• United States
• Entertainment Providers
• 700 & Above Employee

• Outdoor Foods (Hollywood Studios)

  • Jul 1997 - Aug 2003

  ● Trained new Cast Members; provided flawless guest service.