DENIS DAPO
NORTHWESTERN UNIVERSITY LIBRARY
Northbrook,IL
18
years of professional experience
Accomplished Library and Customer Service Professional with nearly 20 years in academic library operations and public service. Expertise includes staff supervision, training, patron engagement, and adult instruction, complemented by eight years teaching literature at the university level. Proficient in research, instructional technology, and discussion-based learning, dedicated to enhancing library services and accessibility.
Work History
Customer Service Manager
7 Years- Established and maintained high customer service standards across multiple library service stations, ensuring staff understood and consistently followed library policies and procedures.
- Resolved complex patron concerns and service issues using sound judgment, fostering a welcoming library environment.
- Provide direct assistance to library patrons, including helping users navigate library services, information resources, and electronic resources.
- Led staff during disruptions and unexpected situations, ensuring safe and effective library operations.
- Work collaboratively with colleagues and staff at different levels to address operational needs and ensure continuity of service.
- Manage multiple operational responsibilities simultaneously while maintaining attention to detail, service quality, and established deadlines.
- Use library systems, electronic resources, and research tools on a daily basis to assist patrons with their information needs.
- Recruited qualified candidates for library staff positions., train, supervise, and support staff and student employees to provide efficient, accurate, courteous, and high-quality service to library patrons.
Library Assistant Senior
2 Years- Assisted patrons with questions, visitor registration, passes, directions, library services, and other information needs, providing courteous and responsive customer service.
- Addressed patron concerns, behavioral issues, disruptions, and emergencies to maintain a safe and welcoming environment.
- Supervised library staff and student employees to ensure consistent performance and adherence to library policies and service expectations.
- Delivered orientation and training to new staff on Northwestern policies, security practices, and operational expectations to facilitate effective onboarding.
- Exercised independent judgment in addressing problems and determining appropriate responses to situations affecting patrons and staff.
- Collaborated with colleagues to resolve issues and support effective day-to-day library operations.
Instructor
8 Years- Designed and facilitated discussion-based learning experiences that enhanced student engagement and critical thinking in literature, culture, and language.
- Taught literature courses in English and German to undergraduate and graduate students for eight years.
- Developed instructional activities that presented complex information clearly and engaged learners with diverse backgrounds and levels of preparation.
- Incorporated instructional technology and electronic resources to enrich learning activities and support diverse learning needs.
- Conducted extensive research in literature and culture and incorporated scholarly research and information resources into instruction.
- Guided students in locating, evaluating, interpreting, and discussing scholarly information and primary and secondary sources.
- Monitored student progress and provided tailored guidance to support individual academic growth and performance.
- Communicated complex information clearly to diverse groups and facilitated learning through discussion, presentation, and direct instruction.
- Advised and supported students while managing multiple instructional responsibilities and deadlines.
University Library Student Assistant
9 Years- Provided front-line service and assistance to library patrons in a busy academic library environment.
- Assisted patrons with library services and resolved service problems and complaints to enhance user satisfaction.
- Assisted with circulation services, including checking out and renewing library materials using university library management systems.
- Utilized library systems and electronic resources to facilitate access to materials and information for patrons.
- Trained new and existing staff on library policies, procedures, and security practices to ensure consistent service delivery.
- Assisted library staff in maintaining effective service operations and a positive experience for patrons.
German Instructor
5 Months- Presented complex literary and cultural concepts to adult learners through lectures and guided analysis, fostering critical thinking and appreciation for the subject.
- Designed instructional activities and facilitated discussions to enhance student engagement and understanding of German literature and culture.
- Taught an upper-level German language and literature course focused on German literature and culture.
Teaching Assistant
1 Year- Developed lesson plans and facilitated engaging discussion sections to enhance student participation and comprehension.
- Instructed English, German, and Slavic literature, focusing on historical context, theoretical frameworks, and technical vocabulary relevant to student understanding.
- Explained complex concepts clearly and adapted instruction to different learning needs.
- Led students in analyzing and interpreting literary and scholarly materials, fostering critical thinking and deeper understanding.
- Evaluated and graded assignments and supported student learning and engagement.
Education
Master of Science - Library and Information Science
Master of Arts - Comparative Literature
Bachelor of Arts - German
Bachelor of Arts - English
Skills
Customer Service & Conflict Resolution
Project coordinationrvices & Patron Engagement
Information & Reference Services
Electronic & Digital Library Resources
Research & Information Literacy
Reference support
Research assistance
Digital resources
Staff supervision
Staff Training & Professional Development
Employee training
Service Training Development
Adult Learning & Instruction
Adult instruction
Educational technology
Cultural competency Collaboration
Interdepartmental Coordination
Planning and organization
Staff supervision
Staff coordination
Employee evaluation
Research literacy
Team development
Problem Solving & Decision-Making
Coaching
Decision analysis
Conflict resolution
Issue resolution
Reference support
Diversity engagement
Excellent Written & Verbal Communication
Verbal communication
Client service
Schedule management
Customer Engagement Tools
Information skills
Conflict resolution
Issue resolution
Coaching
Decision analysis
Schedule management
Employee development
Team development
Employee evaluations
Training expert
LANGUAGES
Bosnian, Croatian, Montenegrin, Serbian (BCMS): Native proficiency, German: Near-native proficiency
Timeline
Customer Service Manager
NORTHWESTERN UNIVERSITY LIBRARY
01.2019 - 01.2026Read More
Library Assistant Senior
NORTHWESTERN UNIVERSITY LIBRARY
01.2017 - 01.2019Read More
German Instructor
UNIVERSITY OF CHICAGO
01.2012 - 06.2012Read More
Instructor
NORTHWESTERN UNIVERSITY
01.2009 - 01.2017Read More
University Library Student Assistant
NORTHWESTERN UNIVERSITY LIBRARY
01.2008 - 01.2017Read More
Teaching Assistant
NORTHWESTERN UNIVERSITY
01.2008 - 01.2009Read More
Dominican University
Master of Science from Library and Information Science
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Northwestern University
Master of Arts from Comparative Literature
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Arizona State University
Bachelor of Arts from German
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Arizona State University
Bachelor of Arts from English
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