Library Assistant Customer Service

SINKINEH FOLLA

202-***-**** ********@*****.*** Silver Spring, MD

SUMMARY

I am a highly experienced library assistant and access services specialist. I have a passion for supporting researchers, students, and patrons access resources and tools available to them via the library system. I take pride in building strong customer relationships by providing clear guidance and being diligent in understanding and meeting the customer’s needs. I am a lifelong learner with expertise in the library system, information systems, business analysis, and linguistics. I am fluent in English and Amharic.

KEY STRENGTHS

Assisting library customers with research and access service.

Expertise in library information and cataloging systems.

Information technology expertise and staying current on library IT innovations.

LIBRARY WORK EXPERIENCE

MARYMOUNT UNIVERSITY LIBRARY 2000-2014

Access Services Specialist / Library Assistant

Customer Service

Built a reputation for providing comprehensive library support to patrons, including assistance with complex inquiries from university faculty and other researchers.

Asked questions and used critical thinking to understand customer needs and research questions

Conducted reference help, to access the catalog and online database.

Provided technical assistance to customers on various hardware and software applications.

Diagnosed different technical issues, assessing, and troubleshooting user needs and issues, recommending technical fixes to customers.

Worked directly with IT equipment vendors to resolve issues and install new equipment

Monitored Public Use Equipment (PUE) accessible for public with no interruption.

Managed the procurement of supplies and materials needed for public use equipment

Library Information Systems Management

Gained expertise in several library and university software systems, including Voyager, Millennium, World-Share, Iliad, and Blackboard.

Expedited document delivery (Interlibrary loan), received, and tracked incoming library items, consequently follow-up out-going library items and meet high standard customer satisfaction.

Demonstrated experience using an integrated library system, office productivity software, and computer equipment.

Entered data, created patron records, and conducted library data analysis.

Compiled (monthly, yearly) statistical record of work activity.

-2-

Knowledge Management

Trained and supervised student workers to accomplish library duties and tasks including library classification systems (Library of Congress & Dewey decimal system).

Attended annual Computers in Libraries and Virginia Library Association (VLA) conferences, read the monthly journals, and kept up to date with the latest technology and advances in library systems management.

Conducted research on the use of radio frequency identification (RFID) at another branch to inform cost-benefit analysis and provide recommendations for Marymount University Library

Stack Maintenance

Planned and coordinated circulation desk tasks alongside organized and undertake stack- maintenance (inventorying, weeding, shelf-reading, and shifting projects).

Weed non circulating library items with the acknowledgement of the librarian and send it to Washington Research Library Consortium (WRLC) storage.

Maintained and organized course reserves that include receiving new library items and withdrawing old reserve items at the end of the semester and then return to the source.

Regulatory and SOP Compliance

Administered and established worldshare interlibrary loan policy adopting OCLC policies directory.

Validate and acknowledged the principles of copyright and fair use as they relate to Reserve materials or Resource Sharing.

Maintained IT Service Desk Standard Operating Procedure (SOP).

Effectively multi-tasked administrative responsibilities during night shift, duties ranging from circulation desk etiquette to supervising library facilities and closing the library.

Collection Management and Document Preservation

Preserved and maintained rare special items of the library in collaboration with collection management.

Completed a document preservation training course at Library of Congress.

Used document preservation techniques to salvage books exposed to water due to storm damage on the roof.

-3-

NON-LIBRARY WORK EXPERIENCE

RIDESHARE DRIVER 2017-Present

KAISER PERMANENTE 2016-2017

Member Services Experience Associate

Administered and processed health information and medical records, protecting patient data.

Provided and released medical record inquiries both electronic and hard copy to customers.

Released immunization records from health database.

Ensured all protected health information was processed in accordance with regional, national, state, and federal regulations and maintained trust among patients.

Verified patient identity and processed same day release of Information request via Kaiser Permanente (KP) Health Connect Electronic Medical Record (EMR).

Entered data into disclosure accounting system in accordance with HIPAA standards.

Demonstrated strong customer service and communication skills.

Processed daily cash reconciliation and reporting for retail transactions.

Maintained a database to track documents scanned and sent to off-site storage.

Assisted bilingual patients communicating with their native language by interpreting understanding their inquiries.

PRIOR WORK EXPERIENCE

Folklore and linguistics researcher and analyst with Ethiopian Ministry of Culture and Language Academy (8 years)

Pre-school teacher (5 years) – United States

EDUCATION

MONTGOMERY COLLEGE, Rockville, MD

Network+ Certificate course 2017

Cyber Certificate, (Security+) online course 2018

MARYMOUNT UNIVERSITY, Arlington, VA

Master of Science (Information Systems) 2007

Graduate Certificate, (Healthcare Informatics) 2014

ADDIS ABAB UNIVERSITY, Addis Ababa, Ethiopia

Bachelor of Arts (Linguistics)

Contact this candidate