Customer Service Staff

Robert A. Giannelli

*** ****** ** ** #* ? Washington, DC 20011 ? ******@****.*** ? (301) 272-

7842

Objective I am seeking a part-time position where I can optimally

apply my experience and skills. I would prefer

telecommuting or weekend hours.

Administrativ Developing and Editing Policies and Procedures

e Database Management/Data Analysis

Skills Customer Service

Client Intake/Processing

Personnel Supervision

Budget Management and Financial Reporting

Payroll and Invoice Processing

Staff Training

Presentations

Contracting

Report Writing

Shipping/Receiving

Computer Microsoft Office Suite (Word, Excel, Access, PowerPoint,

Skills Outlook)

University of Maryland's Financial Reporting System

Student Information System

Adobe Photoshop (basic)

Basic HTML, XML (updating and building simple websites)

Oracle Calendar Software

Library-Speci Circulation Management

fic Skills Bindery & End Processing Operations Management

Ex Libris' Aleph

Cataloging (binding, serials, holdings, items, etc.)

Basic Acquisitions (checking balances, initiating

provisional records)

Circulation Software (Voyager and Millennium)

LARS and Able Bindery Software

Work Supervisory Technician, Serials Processing

Experience Serials & Government Publications Division

Library of Congress

November 2008 - Present

Provide administrative and technical supervision of library

technicians (10) and contract employees (6 to 8) in the

Processing Unit of the Government Publications and

Periodicals Section, which has the major duty of preparing

bindable units of serials for the commercial bindery.

Establish guidelines and performance expectations. Develop

and update unit policies and procedures and training

documentation. Maintain contact outside of the unit (e.g.,

BCCD, Acquisitions, and ABA) for issues such as damaged

items or cataloging errors. Use advanced skills to

develop databases which monitor and evaluate workflows

throughout the Serial & Government Publications Division

(e.g., Circulation, Reference, Binding, and Microfilming).

Created a database to process Federal Advisory Committee

documents and presented the Library's policies and

procedures in dealing with the FACs.

Overnight & Weekend Manager

Gelman Library

The George Washington University

July 2008 -Oct 2009 (Full Time)/Oct 2009- Present

(Part-Time)

Assume responsibility as shift supervisor of the

Circulation Desk on evenings and weekends. Train and

monitor wage staff on the use of automated systems such

as Voyager and Millennium (circulation systems). Direct

desk attendants in services, such as registering patrons,

checking-out and renewing library and consortium materials,

collecting library fines/fees and recording payments,

issuing library cards, responding to inquiries, and making

referrals. Interpret library policies and procedures and

assist users in facilitating access to collections and

services. Participate in reserve activities. Participate

in weekly desk supervisor meetings to exchange information,

ideas and customer service experiences. Act as a resource

for building access staff in the absence of Building

Operations Supervisor.

Bindery-End Processing Team Leader

Library Preservation Department

The University of Maryland at College Park

April 2005 - Oct 2008

Supervise and train four full-time staff and various

numbers of part-time student and contractual employees, and

conduct performance reviews. Maintain and update policies

and procedures. Collect data and provide status reports

regularly, including Materials and L&A budgets. Manage

workflow for Bindery and End Processing operations, which

service eight sub-libraries at the University of Maryland.

Participate regularly in team and group staff meetings.

Have frequent contact with Conservation, Technical Services

Groups, and other Library staff. Represent Preservation on

the Continuing Resources and Access Services Teams, and Web

Policy and Preservation committees.

Coordinator for Customer Service

Disability Support Service

The University of Maryland at College Park

June 2000 - April 2005

Assisted Director with administrative/operational support

and supervision of student employees and accounting staff.

Oversaw the budget and payroll procedures, client records,

and client and accounting databases. Provided customer

service for a diverse population of disabled clientele

(i.e., over 1200 faculty, staff, students, parents, and

visitors per year). Consulted University staff and gave

presentations on disability access issues. Responsible for

compiling monthly reports and the Annual Report.

Voluntarily assumed expanded responsibilities during staff

vacancies (e.g., Interpreter Coordinator, Testing & Reading

Unit Coordinator, and Account Clerk). Training of new

staff in all positions, and maintaining policies and

procedures. I maintained relations with this office for

several subsequent years as a "Counseling Center Associate"

by advising on administrative issues and serving on search

committees.

Education Bachelor of Arts in German and Psychology - 1997

Norwich University, The Military College of Vermont

Pi Gamma Mu, International Honor Society in Social Sciences

University of Munich, Junior Year in Munich through Wayne

State University

Classics Student - 2003-2006

The University of Maryland at College Park

Eta Sigma Phi, National Classics Honor Society

Languages Proficient in German and Portuguese; Basic Latin and

Ancient Greek

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