Quality Service

Heather L. Greer, MLIS

*** *** ************ **. ***. I101 Carrboro, NC 27510 919-***-****

*************@*****.*** www.heatherlgreer.com

Dynamic, results-oriented library and information professional with strong communication and technical

skills, committed to providing excellent service to patrons and end users. Demonstrated experience with

both reference/instruction and technical services in a variety of libraries. Proven history of identifying

and eliminating barriers to patron success through evaluation, collaboration, flexibility, and a

commitment to lifelong learning and skills development.

Professional Experience

Leapforce, Inc. November 2009-Present

Search Quality Evaluator (Independent Contractor)

Applies a librarian's sophisticated understanding of information-seeking behaviors to determine if user needs

are met by various client search engines.

Evaluates Web pages, search results, book searches, and Web-based multimedia; bases evaluations on

information quality, authority, relation to user query, and perceived user intent.

Works independently on a variety of client projects, following detailed guidelines and producing required

documentation.

Maintains high quality and productivity scores, and conforms to a strict confidentiality agreement.

N.C. Council on Developmental Disabilities, Raleigh, NC July 2010 November 2010

Contract Librarian (through Express Employment Professionals)

Planned, organized, and executed all aspects of the creation of a 2,000+ volume non-lending library.

Praised by Council Director for organizing the collection based on actual user needs, and designing to allow for

easy maintenance by administrative staff.

Established a collection policy based on client needs, and discarded materials in accordance with the policy.

Designed a custom classification system based on user input, client requirements, and collection

assessment. Performed all aspects of collection processing including sorting, labeling, and repairing items.

Wrote collection maintenance documentation and workflows; trained staff to maintain collection.

Taught Council managers and staff to use the classification system to locate items quickly and effectively.

Beaufort County Community College, Washington, NC February 2009 February 2010

Librarian

Delivered high-quality, user-centered reference assistance to library users including students, faculty, staff, and

public patrons. Supported the director in supervisory oversight of the operations of the library.

Commended by colleagues and patrons for providing compassionate and effective instruction to novice

technology users.

Worked as part of a team to design and deliver information literacy instruction sessions to students enrolled in a

variety of programs.

Revised and streamlined print serials collection and procedures. Wrote new serials collection development

policy and created separate Leisure Reading Collection, resulting in both increased accessibly of the collection to

patrons and reduced processing time for library staff.

Collaborated with a faculty member to create a class resource wiki, leading to documented improvements in the

quality of student research and learning.

Developed instructional and marketing tools including library user guides, wiki pages, tutorials, signage, flyers,

and promotional displays.

Coordinated and promoted Interlibrary Loan services to library users.

Assisted Director in collection development activities, selecting appropriate materials for both student and

public patron use.

Continued on page 2

Heather L. Greer, MLIS

Page Two

Related Experience

Harvard College, Cabot Science Library, Cambridge, MA 2006-2008

Technical Services Assistant

Praised by supervisor for excellent delegation skills, exceptional patron service, professionalism, intellectual

curiosity, and contributing to a positive workplace.

Invited to collaborate with the Reference team to develop a science research portal for undergraduate students.

Supervised serials and monograph binding. Trained and oversaw work of all staff assigned to bindery

preparation tasks. Resolved binding issues and acted as primary bindery contact. Performed a variety of duties

in acquisitions and cataloging, including ordering monograph materials, receiving and processing invoices from

vendors, and copy cataloging.

Evaluated binding and end-processing work flow and initiated changes, as approved by supervisor, resulting in

simplified training and increased binding efficiency.

Coordinated all aspects of monograph and serial end-processing for the library. Trained and supervised two

student employees, monitored departmental production needs, and scheduled students accordingly.

Delivered reference service on weekly reference desk shift.

Harvard Medical School, Countway Library, Boston, MA 2004-2006

Library Assistant III

Recognized by coworkers with Peer-to-Peer Award for Outstanding Service.

Assisted with major, time-sensitive project to weed a large historical collection and transfer nearly 35,000 items

to the Harvard Depository. Conducted catalog searches, edited holdings records, and withdrew non-unique

holdings.

Provided timely back-up and assistance to every department in the library, including technical services, archives,

conservation, and interlibrary loan.

Office of Councilor Stephen J. Murphy, Boston, MA 2001 2004

Legislative Aide

Delivered administrative and legislative support in a fast-paced, constituent-focused City Council office.

Interacted with multiple government offices to solve complex complaints and refer constituents to appropriate

city resources. Organized and responded to letters regarding pending hearings; assisted in writing and filing

resolutions, and drafted memorandums and letters of support.

Education

Master of Science in Library and Information Science

Simmons College, Boston, MA, 2008

Bachelor of Science in Sociology

Northeastern University, Boston, MA, 2004

Study Abroad Program: Bond University, Queensland, Australia, 2003

Technology Skills

Windows XP/Vista/7 ~ Experience with Aleph/Ex Libris and SirsiDynix Symphony ~ MS Office (Word, Excel, Access,

PowerPoint) ~ HTML, CSS, and Web Design ~ Beginner Knowledge of Dropal, Joomla, PHP, MySQL, ~ Social Web Tools

including Blogs, Wikis, Videos, and Podcasts ~ Camtasia and Jing ~ Blackboard, and beginner knowledge of Moodle

Professional Affiliations

American Library Association Member

North Carolina Library Association Member

Contact this candidate