Customer Service Manager
Resume:
Carla Marie Moyer
Grand Rapids, MI 49505
*********@*****.***
Executive Summary:
. 20+ years of experience in Customer Service
. 16+ years of Supervisory Experience
. Organized, creative, and detail-oriented
. Strong initiative, leadership, and mathematical skills
. Computer literacy & problem solving excellence
. Exceptional written and verbal communication skills
. Skilled at organizing complex projects, defining priorities, and
delegating tasks
. Maintains a high level of diplomacy, tact, confidentiality, and
discretion
. Advanced skill in Microsoft Office Suite, Outlook, Adobe Acrobat,
Photoshop, and multiple ILS systems and various other software
packages
Employment:
Hekman Library - Calvin College Grand Rapids,
MI
Head of Access Services May 2007 to
Present
. Supervise 50+ employees - Interview, hire, schedule, evaluate,
monitor, and train employees, troubleshoot problem areas, assign work
areas, manage employee work time, and fill in for missing staff as
necessary. Document employee progress, and provide counseling
sessions as needed.
. Co-Chairman of the User Experience Committee - Charged with exceeding
the expectations of our library users via virtual and physical space.
Create policies pertaining to Social Media, Maps, bookmarks, flyers,
layout and operations
. As a member of the Technical Integration Committee - Charged with
continuous improvements to the library's ILS, and the discovery of
innovative technologies, products, and implementation
. Represents the Access Services Department as a member of the library
governance committee called the Leadership Team aka. (Oversight
Committee) This group is responsible for all of the decision making
within the library to which the Dean of the library is the chair
. Managing Media Center, Reserves, Interlibrary Loan, and the
Circulation Department
. Work closely with Librarians and Director in the planning, design, and
coordination of specific events and projects.
Grand Rapids Public Library Grand Rapids, MI
Circulation Operations Supervisor June 1998
to Feb 2006
. Circulation Desk tasks - Resolve patron problems that require
management involvement such as ; Collections payment plans, Missing
/Damaged materials disputes, sensitive issues regarding library card
use, and clarification of library policies and procedures. Provide
customer service backup assistance to cover absences or staff
shortages.
Carla M. Moyer Page 2
Circulation Operations Supervisor - continued...
. Circulation Department tasks - Supervise and control the daily
operations and functions of all staff including Office Assistants
within the Circulation Department. Working independently to fill in
whenever and wherever absences occur. Provide necessary training to
all staff. Possess a general knowledge of all work performed and
serve as the go to person for information regarding work related
issues within the department
. Attend Circulation Forum meetings, submit agenda items for discussion,
and distribute information to GRPL branches and staff.
. Participate in Oversight Committee, & ESLG meetings - Communicate
problems with the computer system and provide resolution to those
issues working through the Oversight Committee & LLC.
. Coordinate efforts with other Dept. Supervisors - Provide assistance
with Collection Development to shift & move collections as necessary.
Rework floor plans & operations to accommodate changes in equipment &
collections.
County of Muskegon Muskegon, MI
Library Assistant / Risk Management / Clerk April 1995 to
June 1998
. Progressively promoted from Clerk in Library to Risk Management in
County Personnel Office to full-time Library Assistant
. Received workers' compensation claims, provided benefit analysis to
employees, processed payments, scheduled appointments, and maintained
all work related injury files and cases.
. Easily adapted to working at all 10 library branches to fill vacancies
as necessary, worked customer service desks, issued library cards,
processed payments and reconciled patron records.
. Provided specialized training to staff for work with new computer
system (Dynix)
Education:
Texas A & M University Kingsville, TX
Bachelor of Arts - Business Administration
Marketing Major May 1988
. Graduated top 10% of class
Roy Miller High School Corpus Christi, TX
Diploma May 1984
Carla M. Moyer Page 3
References
Glenn Remelts
Dean of the Librray
Calvin College - Hekman Library
1855 Knollcrest Circle SE
Grand Rapids, MI 49546
Email: ******@******.***
Asante Cain
Regional Area Library Manager
Grand Rapids Public Library
111 Library St NE
Grand Rapids, MI 49503
Email: *****@****.***
Andrew Hammond
Head Librarian
Muskegon Area District Library - Egelston Branch
5428 East Apple Avenue
Muskegon, MI 49442
Email: *********@*****.***
Elizabeth Steele
Access Services Coordinator, Cayvan Media Manager
Calvin College - Hekman Library
1855 Knollcrest Circle SE
Grand Rapids, MI 49546
Email: *****@******.***
Vicki Hedgecock
Library Cataloger
Calvin College - Hekman Library
1855 Knollcrest Circle SE
Grand Rapids, MI 49546
Email: ********@*****.***
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