Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JEN DEGEN

Sedalia,CO

Summary

Passionate library professional with a lifelong love of books, collecting, and the thrill of matching the right story with the right reader. As a Library Experience Librarian at Douglas County Libraries, I blend enthusiasm for thoughtful collection development with strong organizational skills, a knack for streamlining systems, and a deep belief that libraries should spark curiosity and connection. Dedicated to building dynamic, community-focused collections that invite discovery, support lifelong learning, and create memorable library experiences for every customer.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Customer Experience Librarian

Douglas County Libraries
Castle Pines, CO
04.2023 - Current
  • Selected for Employee Recognition Award in 2024 and 2025.
  • Selected for leadership in LX services: Book Lovers, Book Chats, Book Club, Just For You, and Brain Health Fitness.
  • Demonstrates premium customer service skills by applying CARE service model.
  • Adapts to change with a positive attitude and flexible thinking.
  • Created and facilitated Book Chat and Just For You Training for LX Librarians.
  • Maintains Just For You Outlook Calendar, Inbox, Customer Feedback, and Jot Form statistics.
  • Trains new leads on Just For You processes and reader advisory.
  • Facilitates Between the Lines Book Club and is recommended by supervisor for observation by other LX Librarians.
  • Maintains Bibliocommons list for Book Lovers every month.
  • Proposed and streamlined a process to share book club resources.
  • Proposed the creation of district-wide promotional slides to be used at LX services.
  • Contributed to creation of Genre Guides to assist with reader advisory.
  • Implements library policies to ensure safety, security and privacy of customers as PIC.
  • Provides technical tutoring to customers.
  • Provides reference assistance to customers through online resources, databases and print materials.
  • Maintains Adult Fiction Collections at ROX and CAP.
  • Engages in professional development activities, such as taking continuing education classes and attending the PLA Conference (2024).
  • Earned Ageless Grace Educator Certification.
  • Leads Brain Health Fitness Class every month.
  • Provides training in call center responsibilities.
  • Selected as Team Captain for Environmental CARE Game.

Customer Experience Associate II

Douglas County Libraries
Castle Rock, CO
08.2022 - 04.2023
  • Selected to cross-train in Call Center for BLT.
  • Provided backup support for LX librarians' services.
  • Demonstrated growth-mindset by seeking learning opportunities.
  • Developed highly empathetic customer relationships and earned reputation for exceeding service standard goals.
  • Effectively performed PIC duties and continues to build customer service and leadership training through DCLU.
  • Assisted in training new CEA I's in job responsibilities and providing premium customer service.

Customer Experience Associate I

Douglas County Libraries
Castle Rock, CO
09.2021 - 08.2022
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service in Call Center.
  • Exhibited high energy and professionalism when dealing with customers and staff.
  • Utilized multiple library platforms efficiently to help customers.
  • Responded proactively and positively to rapid change.
  • Recommended, selected and helped locate and obtain materials for customers.

Library Volunteer

Douglas County Libraries
Castle Rock, CO
03.2021 - 08.2021
  • Shelved customer holds and materials throughout Highlands Ranch Library.
  • Created welcoming environment through authentic and warm conversation with customers.

Teaching Assistant for Literacy

Castle Rock Middle School
Castle Rock, CO
08.2017 - 05.2020
  • Assisted with grading assignments and tests, provided constructive feedback to students based on results.
  • Utilized online individualized program, Reading Plus, to evaluate and grow reading, vocabulary, and comprehension skills.
  • Tutored struggling students individually and in small groups to reinforce reading lessons.
  • Assisted teachers with classroom management and document coordination to maintain positive learning environment.

Materials Handler

Philip S. Miller Library
Castle Rock, CO
09.2015 - 06.2017
  • Performed sorting, shelving, and shelf checking duties.
  • Detailed knowledge of placing items in trace, handling missing parts, and completing thorough searches for unfound materials.
  • Maintained and organized materials on shelves in eye-pleasing and engaging format.
  • Selected to be on Big Round Table Committee, Human Resources Committee, and Ministry of Fun Committee.

Substitute Teacher

Sedalia Elementary, Douglas County Schools
Sedalia, CO
01.2013 - 05.2015
  • Upheld classroom routines to support student environments and maintain consistent schedules.
  • Utilized variety of instructional strategies to meet individual student needs.
  • Repeatedly requested as substitute teacher based on excellent past referrals and trusted performance.

Bookstore Clerk

Barnes and Noble
Littleton, CO
06.2001 - 07.2002
  • Appointed Lead for Fiction Collection.
  • Coordinated book ordering for schools.
  • Performed cash, card and check transactions to complete customer purchases.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Established strong relationships with customers to encourage repeat business.

English Teacher

Pomona High School
Arvada, CO
08.1997 - 05.2001
  • Voted 'Most Inspirational Teacher' by 2001 Senior Class.
  • Member of hiring committee for English Department.
  • Head Coach for Spirit Teams.
  • Led classroom discussions to encourage students to analyze literature critically.
  • Planned dynamic lessons to increase student comprehension of books and literary concepts.
  • Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
  • Provided grades and progress reports to evaluate student learning needs.

Education

Bachelor of Science - English and Education

John Brown University
05-1997

Skills

  • Authentic and empathetic
  • Strong listener and communicator
  • Welcoming and positive
  • Resourceful and solution oriented
  • Team player and collaborative
  • Leads by example with calm demeanor
  • Detailed and ordered processing
  • Innovative and growth mindset
  • Vicarious learner and flexible thinking

Certification

Earned Ageless Grace Educator Certification.

Timeline

Customer Experience Librarian

Douglas County Libraries
04.2023 - Current

Customer Experience Associate II

Douglas County Libraries
08.2022 - 04.2023

Customer Experience Associate I

Douglas County Libraries
09.2021 - 08.2022

Library Volunteer

Douglas County Libraries
03.2021 - 08.2021

Teaching Assistant for Literacy

Castle Rock Middle School
08.2017 - 05.2020

Materials Handler

Philip S. Miller Library
09.2015 - 06.2017

Substitute Teacher

Sedalia Elementary, Douglas County Schools
01.2013 - 05.2015

Bookstore Clerk

Barnes and Noble
06.2001 - 07.2002

English Teacher

Pomona High School
08.1997 - 05.2001

Bachelor of Science - English and Education

John Brown University