Customer Service Management

Ronda Rowe

***

East **th St.

Austin,

TX *****

(512)

***-****

*********@*****.***

LIBRARY

EXPERIENCE

The

University of Texas Libraries, The

University of Texas at Austin 1994

present

Perry-Casta eda Library

Interim

Head Librarian, Acquisitions Services4/2011 present

Negotiate

new and renewing license agreements with 3rd party vendors and

navigate complex UT purchasing requirements for acquisitions totaling

approximately $15 M annually

Supervise

6 direct reports who oversee receiving, invoicing, ordering and processing the

acquisitions workflow and indirectly supervise 11 staff supporting their

function

Communicate

via email, conference calls, and direct meetings with publishers, vendors,

content providers and technology suppliers about resources, content changes,

policy requirements, and to solve technical glitches

Create order records, update existing order

records, and pay invoices using Innovative Interface s Millennium acquisitions

and serials modules; also run Fund Activity Reports and Voucher outputs when

needed

Attended Managerial Best Practices series from

UTHR in order to gain information and

skills for managing

Resource

Acquisitions Coordinator, Acquisitions Services 6/2010

present

Networked

Information Bibliographer, Research Services 2/1997

5/2010

Recognized

for experience and expertise, and transferred into Acquisitions Services; took

on additional duties in Acquisitions while maintaining existing

responsibilities from Research Services position

Evaluate,

review and process new and ongoing license agreements for electronic resource

acquisitions and ensure these resources will work in a networked environment

Analyze

technical specifications for conversions of print resources to electronic

versions, assess licensing terms and recommend acquisition of appropriate

resources (databases, electronic journals and books, encyclopedias, etc.) for

all 12 branches of University of Texas Libraries

Supervise 4 direct reports who oversee

receiving and invoicing materials for the library

Oversee the workflow management of the

invoicing and receiving of materials

ordered

Maintain

a web-based database to generate web pages for the library web site; each

database record includes the title, link, description, subject headings and

other pertinent metadata needed to secure web access; this database serves as

the primary authority file for the majority of the library's online

subscriptions and is used to generate URLs for the online catalog; produces

contact pages for all the subject specialists in the library and main index

page for web-based subject bibliographies

Researched

and vetted linking and discovery systems; acquired the SFX OpenURL Resolver and

MetaLib federated search software; serve as primary administrator for SFX and

MetaLib, train and oversee system integration for all staff, continue as

administrator for link management, troubleshooting and system updates

Researched

and vetted electronic resource management software; acquired SerialsSolutions 360 Core, serve as backup administrator,

assist with training and oversee system integration.

Solve technical issues as assigned

through the TAP (Troubleshooting Access Issues) system; resolve up to 200

trouble tickets annually; tickets cover problems with subscriptions, on and off

campus authentication, and platform support

Administer

3 library listservs used to communicate with staff regarding changes to

networked information resources

Serve

as subject bibliographer for Anthropology and for Australian & New Zealand

Studies; include selection of print and electronic materials, faculty and

student liaison, management of materials funds and library instruction

Serve

as webmaster for the Edward A. Clark Center for Australian & New Zealand

Studies at The University of Texas at Austin, and for the Australian & New

Zealand Studies Association of North America (ANZSANA)

Library Assistant I, Reference

and Information Services Department

6/96

- 2/97

Provided superior customer service for graduate and

undergraduate students in all subject areas, utilizing both print and

electronic reference resources

Designated

appropriate locations for newly cataloged reference materials using the

Interactive Circulation System developed at the University of Texas Libraries

Taught

classes for Class of the Day and Staff Training in Electronic Resources;

created print and web instructional materials to support instruction work

Undergraduate

Library

Library

Assistant I, Reference and Information Services Department 11/94 - 2/97

Provided

superior customer service for undergraduate students in all subject areas,

utilizing both print and electronic reference resources; created and maintained

Ready Reference materials (both print and web-based)

Hired,

supervised, scheduled and evaluated 3 - 5 direct reports who

oversaw shelving

for the reference department; revised and maintained procedures manual for the

shelving of all reference materials.

Taught

classes for the Library Instruction program and

for the Internet Consulting Office; created print and web instructional

materials to support instruction work

School

of Information,

The University of Texas at Austin

6/97 - 7/97

Adjunct

Professor

Taught

a 3-credit summer course called Introduction to Internet Resources and Services

(LIS f341) to a class of 29 graduate and undergraduate students

Lake

Agassiz Regional Library,

Moorhead, MN 9/87

- 1/90

Circulation

Services Clerk

Provided

circulation services (1 of 4 full-time clerks) at the circulation desk of an

active public library

Maintained

book card files, generated overdue notices and ensured collection of revenue

Livingston

Lord Library,

Minnesota State University Moorhead, MN

9/82 - 8/87

Student

Library Assistant

Processed

requests for Tri-College Interlibrary Services Department; fulfilled up to 500

orders annually

Educated

individual library users on research documents and periodicals locations. Provided superior customer service to over

300 clients per year

ADDITIONAL

EXPERIENCE

Bon

Suisse Export Company,

San Diego, CA 2/93 - 8/94

Export

Office Manager

Coordinated

the export of dairy products from U. S. to Mexico; communicated with Mexican

vendors in Spanish and ensured compliance with export regulations

Generated

revenue through distribution of purchase orders, invoices and account

statements to vendors and customers using financial management software

(Quicken)

United

States Peace Corps,

Ecuador, South America 2/90 - 5/92

Cattle

Extensionist/Large animal husbandry

Advised

local government officials and cattle farmers about services and programs

available through the U. S. government to increase cattle production and the

efficient use of resources

Introduced

a purebred sheep livestock alternative through forming a cooperative of local

farmers; also wrote and received a small business development grant to purchase

50 purebred sheep and distributed to cooperative members

Obtained

moneys to develop a collection of print resources for the local primary school

EDUCATION

University of Texas at Austin, Austin, TX

Masters in Library and Information

Science. May, 1996

Coursework emphasis in academic reference

librarianship

Minnesota State University Moorhead, Moorhead, MN

B. A., Psychology/English Literature (cum laude). 1987

Minor emphasis in Spanish Literature

RECENT PUBLICATIONS

"Web-Scale

Discovery: A Review of Summon, EBSCO Discovery Service, and WorldCat

Local." The Charleston Advisor 12.1 (2010): 5-10.

"More

on Web-Scale Discovery: A Review of Encore Synergy and Primo Central." The

Charleston Advison 12.4 (2011): 11-15..

RECENT PROFESSIONAL

PRESENTATIONS & ACTIVITY

March 2011 ICOLC

Panel on National/Global Ideas for Ebooks, Austin TX

Served

as a panel member and participant at the International Coalition of Library

Consortia spring meeting. Gave a talk on

the licensing issues related to ebooks, including DRM, copyright issues, and

format compatibility.

March 2011 Electronic

Resources & Libraries Annual Conference, Austin, TX

Presented

a talk entitled Does every cloud have a silver lining: moving from local to

remote host for the Electronic Resources & Libraries annual

conference. Also served on the Local

Logistics Committee for conference planning.

November 2010 Charleston

Conference, Charleston SC

Provided

a pre-conference called A Comparative

Overview of Journal Discovery Systems: Library Users Offer Their Experiences as

a panel member and participant.. Also attended the conference.

June 2010 Taming the Licensing Tiger: New Formats, New Standards, New Challenges,

Washington DC

Attended

a one-day workshop on licensing sponsored by ALCTS. Covered new formats, emerging standards (DLF-ERMi, SERU, ONIX-PL) and their

impact on policies and procedures; staffing and workflow; and

negotiations.

April 2010 Texas

Library Association Annual Conference, San Antonio TX

Served

as a panel member and participant for a session called Tackling E-Content. Gave a talk called Getting to Go: Resource

Access and Discovery which discussed many issues, including vendor URLs, link

management, OpenURL, federated search and user support.

April 2009 Texas Library Association Annual Conference,

Houston TX

Served as a panel member and participant for a

session called Federated

Searching: What Works for the Customer.

Gave a talk called Federated Search on $5 a day which discussed our

MetaLib implementation and how we ve positioned the service at our library.

July 2008 ELUNA Annual Conference, Long Beach CA

Attended

the annual meeting of Ex Libris Users

of North America. I ve gone to this

conference several times and given presentations at a few. I manage our ELUNA membership for the

library. From 2005-2008, I served on the

board of the MetaLib Product Working Group for ELUNA.

COMMITTEES,

APPOINTMENTS & AWARDS

Discovery Working Group

(ongoing)

Assessment Team (ongoing)

Electronic Resource Data

Management Librarian Search Committee (Summer 2010)

Metadata Librarian, Cataloging

& Metadata Services

Search Committee (Spring 2007)

Electronic Serials Management

Group (2001 - 2006)

Head

Librarian, Serials and Electronic Resources Search Committee (Fall 2005)

Head Librarian, Reference and

Information Services Search Committee (Spring-Summer 2005)

Head Librarian, Fine Arts

Library Search Committee (Spring 2004)

Coordinator of Undergraduate

Library Instruction Search Committee (Spring 2001)

Professional Staff Personnel

Committee (2004-2006) (2000 - 2002)

Circulation Services Committee

(2002 - 2003) (1997 - 1999)

Social and Community Activities

Committee (2000 - 2004)

Collection Development Management

Group (1997 - 2006)

Director's Staff Honors Award

(1998)

Collections and Information

Resources Division Search Committee (Spring-Summer 1998)

Undergraduate Library Services

Division Strategic Planning Committee (Fall 1998)

Undergraduate Library Services

Division Search Committee (Summer 1997)

LANGUAGES AND

CERTIFICATIONS

Spanish

PROFESSIONAL

ORGANIZATIONS

k on

the licensing issues related to ebooks, including DRM, copyright issues, and

Contact this candidate