Customer Service Information Management

Deborah S. Ferdie

***** ******** ***, ***-***, Rancho Cucamonga, CA 91739

*******@*****.*** 818-***-****

Experience:

Library Page Volunteer, Montclair Public Library, Montclair, CA 12/01/09-

01/20/10

Responsibilities included: Shelving and organizing library materials

according to the Dewey Decimal System. Answering patron questions and

directing them to appropriate resources. Learning the library's

organizational structure.

Reference Librarian, Advanced Information Management, Mountain View, CA

01/08-07/08

Responsibilities included: Helping customers find library materials and

information using an online computer catalog and the Internet. Provided

borrower services including Interlibrary loan material, making electronic

computer reservations, helping patrons with computer and printer use, and

providing indexing services as needed.

Temporary Staff Assistant III, Advanced Information Management, Mountain

View, CA 10/06-12/06

Responsibilities included: Assisting patrons at the Circulation Desk using

a Horizon computer terminal to issue and maintain patron accounts,

providing online catalog searches for patrons and directing them to library

materials, educating patrons on library uses and policies, handling patron

materials and Interlibrary Loan requests, collecting and processing fines,

providing customer service to patrons with library telephone systems,

electronically processing large interlibrary shipments and returned library

materials, organizing, filing, and maintaining library materials in the

Circulation Department, operating a cash register, organizational phone

systems, and copy machine, providing a variety of technical services as

needed.

Library Clerk, City of Rancho Cucamonga, Rancho Cucamonga, CA 09/05-06/06

Responsibilities included: Assisting patrons at the Technology Center Desk

using a Horizon computer terminal to check patron eligibility for Internet

use, taking and verifying patron reservations for computer and study room

use, monitoring patron use, keeping patron use statistics, performing

troubleshooting for patrons on computers and printers and giving assistance

as needed, performing online catalog searches for patrons, directing

patrons to library materials and providing instruction on Technology Center

policies and procedures, retrieving materials from library storage

facilities for patrons, learning about library mission, policies, and

procedures outside the scope of the Technology Center, performing a variety

of technical services as needed.

Education:

University of California Davis, December 2000, BS Human Development

University of Wisconsin-Milwaukee, May 2007, MLIS

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