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