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Customer Service Manager

Wilmington, NC, 28451
August 09, 2012

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Cecelia Butler Coulson

**** ******** *****

Leland, NC 28451

910-***-****(home) 908-***-**** (cell)



Rutgers University, New Brunswick, New Jersey, MLS (Master in Library Science) Honors


Mary Baldwin College, Staunton Virginia, Degree BA, Fine Arts /Art History, Dean's List


Effective Teacher Training Techniques, Cape Fear Community College, Wilmington, NC

Certified Nonprofit Board Trainer, Quality Enhancement for Nonprofit Organizations (QENO), UNCW, Wilmington, NC

New Jersey Librarian Certification, Commonwealth of Virginia Librarian Certification

Certified Literacy Volunteer, Literacy Council, New Bern, NC

Professional Experience:

Office Manager/ Project Coordinator 2010 – Nov. 2011

OpinionLab, Southport, NC

Completed fulfillment requests from mobile feedback application.

Created online marketing surveys for major corporate clients (i.e. Bank of America, Verizon, etc).

Trained and assisted corporate clients in survey management.

Southport office manager.

Academic Reference Staff Spring Semester 2008

University of North Carolina, Randall Library, Wilmington, NC

Managed information services to meet the changing needs of students and faculty in a digital environment.

Provided training to individuals, especially with regard to customer service, research and technology.

Branch Director 2004 - 2006

Peapack Gladstone Library, Peapack, NJ

Promoted services by developing client relationships with individuals, businesses and community groups.

Participated in the strategic planning process and the county management team.

Administered system wide policies.

Targeted markets and identified needs for public relations highlighting services and resources.

Managed daily operations of the branch and building

Supervised library staff, volunteers and facilities maintenance.

Administered personnel policies, hiring and evaluation of staff.

Handled employee and citizen complaints, problems and concerns with customer service.

Prepared and presented budget requests and monthly reports noting programs and trends.

Implemented out reach activities, including fund raising events.


Head Adult Services Department 2002 - 2004

Somerset County Library System, Warren Township Library, Warren, NJ

Supervised professional staff and volunteers.

Purchased adult reference, non-fiction materials, and periodicals for the branch.

Administered inter-library loan program.

Managed adult reference and reader advisory services.

Coordinated the adult services department’s annual budget.

Maintained contact with local schools and other outside agencies.

Web Management Coordinator 2000 - 2002

Somerset County Library System, Bridgewater, NJ

Designed first website and coordinated content for large countywide system.

Maintained current updates and new web technology/ Chairperson for the system web committee.

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