Gabrielle McIlvanie
Iowa City
Summary
Customer-focused individual with ten years of experience providing excellent customer service in library and retail settings. Committed to providing inclusive and equitable service to enrich the lives of community members. Anticipated December 2024 MLIS graduate with coursework focusing in adult and youth literacy, programming, and intellectual freedom.
Overview
10
10
years of professional experience
Work History
General Merchandise Manager
Iowa Hawk Shop (Follett Higher Education)
10.2023 - Current
- Improve store sales by implementing new merchandising strategies informed by market trends
- Provide active service to customers, students, and faculty to fulfill course material needs and merchandise needs
- Fostered campus relationships with university departments to integrate the store into campus operations
Department Manager
H&M
06.2022 - 10.2023
- Improved customer satisfaction through active service, personalized product recommendations, and conflict resolution
- Oversaw the implementation of new initiatives related to customer experience and digital programs
- Trained staff in best customer service practices and product knowledge with consistent follow up to incorporate new product details or initiatives
Patron Services Specialist
City of Cedar Rapids
01.2021 - 06.2022
- Provided proactive customer service and assisted patrons in fulfilling their information needs
- Asked exploratory questions to provide personalized materials recommendations to patrons
- Provided patrons with technology assistance
- Assisted patrons with their library accounts, including signing up for new library cards, placing holds, and take care of fines or fees
Merchandise Supervisor
JCPenney
08.2014 - 09.2019
- Executed seasonal resets and product launches while evaluating market and sales trends to increase sales
- Monitored inventory levels and completed cycle counts to make adjustments and maintain availability of key products in store
- Trained, mentored, and oversaw associates to ensure excellent customer service practices
Education
Master of Library And Information Science -
San Jose State University
San Jose, CA12.2024
Bachelor of Arts - History
University of Iowa
Iowa City, IA12.2015
Skills
- Customer service
- Oral and written communication
- Problem-solving
- Leadership
- Reference services
- Adult and youth literacy knowledge
Timeline
General Merchandise Manager
Iowa Hawk Shop (Follett Higher Education)
10.2023 - Current
Department Manager
H&M
06.2022 - 10.2023
Patron Services Specialist
City of Cedar Rapids
01.2021 - 06.2022
Merchandise Supervisor
JCPenney
08.2014 - 09.2019
Master of Library And Information Science -
San Jose State University
Bachelor of Arts - History
University of Iowa
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