Customer Service Project

CAROLYN Y. PETERSON

Home 919-***-****; Cell 919-***-****

*** ***** ***** ******

Raleigh, North Carolina 27601

Email: *******@******.***

Objective

A challenging position in higher education as a librarian/administrator/teacher/ that requires excellent

leadership, organizational, communication, research, teaching, customer service and “people” skills, the

ability to communicate effectively both orally and in writing, and a love for working with academic and

other library communities.

Education

B.A. - English – Shaw University, Raleigh, North Carolina 27601

M.L.S. - Library and Information Science – N.C. Central University, Durham, North Carolina

27707

• Reference Librarian - 14 years

• Library Director - 10 years

• Freshman Advisor – 4 years

• Instructor – 10 years

• Tutor - 4 years

Skills

• Microsoft Word

• Microsoft Excel

• Microsoft Outlook

• Microsoft PowerPoint

• Microsoft Publisher

• Library Research Databases/Internet

CAROLYN Y. PETERSON, Continued

Experience

2008 – (Present) - 2010 – Community Volunteer and After School Tutor

Raleigh, North Carolina 27610

Community volunteer for The ARC of Raleigh. Assisted with typing documents, reports and letters using

Microsoft office products. Helped to research information needed for reports.

Provided after-school tutorial assistance for community middle school students.

Middle school library volunteer.

2004-2008 – Associate Director/Strategic Planning Office

Shaw University, Raleigh, North Carolina 27601

This position involved receiving and processing annual operational reports and evaluation plans received

from faculty

and staff and providing constructive feedback regarding the review and results of the plans; providing

documentation for the achievement of goals, objectives and outcomes; establishing and keeping up-to-

date documentation for benchmarking analysis; assisting with the preparation and development of

documents and publications needed as accreditation references and resources; serving as documents

editor for the college; teaching at faculty institutional effectiveness workshops, providing individualized

instructional assistance to faculty and staff as needed, providing daily office coverage and assisting with

all internal projects as related to university accreditation.

2000-2004 – Instructor/Instructional Specialist

St. Augustine’s College, Raleigh, North Carolina 27610

This position provided individualized instructional assistance and training in computer basics for faculty,

staff and students. We also planned faculty development workshops, developed instructional materials

such as: shortcuts and “how to” reference and self-tutorial information guides. Formed an instructional

CAROLYN Y. PETERSON

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media center consisting off over 300 books, journals, newspapers, instructional videos, lesson plans and

teaching ideas. Also taught classes in Educational Media to teacher education majors.

1999-2000 – Instructor

St. Augustine’s College, Raleigh, North Carolina 27610

Taught Freshman English and literature classes. Advised students.

1998-1999 – Information Specialist

Dialog Corporation, Cary, North Carolina 27511

Performed telephone reference assistance for corporate customers. Assisted with online database

searching for corporate customers by providing a “walk through” by phone of online search procedures.

Handled technical support issues. Provided timely responses to daily email reference questions. Prepared

weekly activity reports. Scheduled training workshops. Attended professional development seminars.

CAROLYN Y. PETERSON, Continued

1988-1998 – Library Director

Shaw University, Raleigh, North Carolina 27601

In charge of all aspects of library management, including budgeting, ordering, staffing, acquisitions,

reference, serials and cataloging. Provided bibliographic instruction and training workshops for students

and faculty. Taught classes using electronic databases, prepared library instructional videos and other

instructional materials, including operations manuals, handbooks, reading lists, and subject

bibliographies. Organized reading club and Friends of the Library. Provided weekly programming

activities to encourage student use. Automated the reference department of the library with electronic

databases. Began initial project for complete library automation. Re-organized the library and prepared it

for reaffirmation of accreditation. Library made history and was reaccredited with honors.

Received commendations from the Southern Association of Colleges and Schools (SACS) for

excellence in library preparation and made history for the University . Asked to serve as a library

representative for the Southern Association of Colleges and Schools (SACS) visitations.

Organized and prepared the Divinity School Library for initial accreditation . Received positive

review. Ordered and cataloged books and materials, prepared library database and developed initial

website. Established reference and periodicals collection based on faculty recommendations and ATLA

resource guides and databases. Prepared library reports and subject bibliographies. Taught ATLA

database use and research. Assisted faculty and students with research.

COMMUNITY SERVICE:

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AKA Sorority, Incorporated

Wake County Health Department/Health Education Projects

Environmental Air Pollution Project for Shaw University

Heart Fund Volunteer

Sickle Cell Anemia Foundation Volunteer

INTERESTS:

Writing, traveling, theater, plays, arts/ceramics

REFERENCES PROVIDED UPON REQUEST:

CAROLYN Y. PETERSON

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