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Customer Service Assistant

Alexandria, Virginia, United States
February 02, 2018

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Katie M. Jackson

Librarian 240-***-**** Alexandria, VA 22310 Seasoned professional with extensive experience working with the procedures and policies of library functions, operations and procedures. Proven success supporting students and faculty by providing reference service, library instruction sessions, and selecting appropriate library materials to facilitate in depth research. Skilled at evaluating and identifying areas of improvement. Outstanding communicator with the ability to build relationships with staff, faculty, and students. Areas of Expertise include:

Library Operations and Planning Cataloguing and Archives Research and Reference Support

Process Improvement Relationship Building Intellectual Property

Customer Service Instructional Design Information Management Professional Experience

CPA GLOBAL Alexandria, VA 2013 to 2018

A leading Intellectual Property (IP) management and intellectual property technology company. IP RESEARCH ANALYST

Support research and legalization services for the Information Retrieval Group. Manage all aspects of client engagements related to intellectual property, legalization, and foreign filing requirements. Work closely with cross- functional teams to research and review case status on respective renewals systems, and identify areas of process improvements. Design and implement actions plans to close gaps and improve client benefits related to time and cost savings.

Key Accomplishments:

Created a centralized knowledge spreadsheet of information on state and embassy requirements for legalization significantly increasing processing time by 10-15%.

Designed and implemented a new filing process and system for receipts reducing reconciliation rework by 70%.

Cultivated and maintained positive long-term relationships with clients and colleagues at all levels of the organization.

UNIVERSITY OF MARYLAND USER EDUCATION SERVICES College Park, MD 2008 to 2009 An education service center providing support online support to students. GRADUATE ASSISTANT, INSTRUCTIONAL SERVICES

Led the design and evaluation of new process and procedures for instructional classes. Directed implementation of project initiatives to automate and expedite collection feedback for process improvements. Developed and established relationships with staff and faculty to facilitate outreach communication. Promoted in instructional design and education best practices.

Key Accomplishments:

Managed the development and implemented of a survey program to increase the efficiency of library introduction classes reducing workforce hours by 90%.

Designed a new library introduction curriculum significantly reducing student errors by 10%. UMUC INFORMATION AND LIBRARY SERVICES College Park, MD 2006 to 2008 A library part of the University of Maryland University College system. STUDENT WORKER, LIBRARIAN ASSISTANT

Katie M. Jackson

Assisted with library operations. Supported graduate students with preliminary research and informational interviews. Evaluated library resources and systems to identify areas of improvement. Helped patrons to locate, scan, and email documents in accordance with IP rules and regulations. Key Accomplishments:

Increased efficiency and workflow by 20% through prioritization of document scanning.

Reduced call abandonment rate to less than 15%.

MCMURRY UNIVERSITY LIBRARY Abilene, TX 2004 to 2006 A liberal arts college in Texas.


Assisted with all Library/Learning Resource Center operations, and supported students, faculty and staff at the campus by providing orientation, training, and guidance on research and reference questions. Worked closely with faculty to ensure that the library meets the needs of the various programs at the campus. Aided in the ordering, processing and organization of books.

Key Accomplishments:

Acted as liaison to specific academic departments by assisting with collection development, reference consultation, development of research guides and other outreach activities.

Fostered and maintained positive working relationships with faculty, staff and students. Education & Training

Master of Arts in Library and Information Science

UNIVERSITY OF MARYLAND College Park, MD Completed 30 of 36 Hours Bachelor of Arts in English and History


Certification in Public History

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