MaPilar Fitzgerald
Landisville,PA
Summary
Dedicated professional with strong background in customer interactions and service solutions. Proven track record of efficiently building customer relationships, understanding customer needs and resolving customer inquiries. Demonstrated ability to leverage communication and problem-solving skills to enhance the customer experience.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Librarian Technician (Outreach Programs)
U.S. Air Force Academy
11.2021 - 12.2024
- Customer service specialist, providing timely, effective, and empathetic support to solve a problem or listen to patrons
- Developed and implemented age-appropriate programs that accommodated the wide range of interests of the library patrons. Prepared after-action reports and assessments on programs and activities
- Represented the library at newcomer's briefings, commander's calls, spouse orientations, Outreach events
- Promoted the library through social media, print media, and through programs
- Provided reference services to internal and external library customers and assisted patrons with library equipment and program needs
- Maintained supply inventory for library events and programs, including purchasing, storage, and supplies lists
- Developed a volunteer program that expanded service hours and improved community outreach.
Department Supervisor - Flooring and Décor
Home Depot
08.2020 - 01.2021
- Providing effective customer service for all external customers by using excellent, in-depth knowledge of company products and programs as well as effectively communicating with internal and external team members
- Train, coach, and develop associates within the department to actively seek out customers, assess their needs, and ensure excellent fast friendly service
- Proficient in several areas including Customer Service, Hardware, Garden, and Cashier
- Received seven on-the-spot “Homer Awards” for excellent customer service
- Managed a team of 15 employees, delegated tasks, and held each employee accountable for completing assignments
Marketing Manager/ Marketing Coordinator NF-1101-04
Family and Moral, Wellness and Recreation Center, Camp Henry, USAG Daegu
09.2017 - 03.2020
- Responsible for the management, planning and creative direction of the Daegu Family and Morale, Welfare and Recreation (Family and MWR) marketing department to include preparing and producing visual products to communicate information to various audiences
- Created visual promotions for Family MWR activities, events and provide marketing assistance and advice to activity managers to promote their products, services, facility events and activities
- Created and sustained daily, consistent, and reliable social media coverage and an active presence on the Family and MWR Enterprise Web
- Raised user “stay time” by 40%, “likes” by 55%, “views” by 45%, it also increased activity and event participation by 30%
Acting Supervisory Recreation Specialist NF-0188-04
Camp Carroll Community Activity Center, Family, Moral, Wellness and Recreation
03.2016 - 09.2017
- Building facility manager responsible for building safety, equipment rentals, rental schedules, storage unit rentals and daily programming
- Developed, organized, planned, evaluated, and executed community-wide programs and services that reflected the community's diverse interests, needs and requests
- Created, planned, facilitating classes and activities, daily programs, planning destination sightseeing trips for soldiers and their families and participated in base wide events
- Supervised US and Korean National employees and volunteers
- Established performance requirements, counseled, and mentored employees on performance, goals evaluation and rated employee performance
- Wrote job descriptions, interviewed, and hired eligible new hires
Director of Programs
Discovery Center Museum
04.2013 - 03.2014
- Planned and coordinated recurring and non-recurring activities, special events, and recreational programs to make maximum use of facilities, services, and other resources.
- Developed and facilitated community-based, summer, holiday, weekend, Head Start, special exhibit, on-site and offsite programs for young learners, families, and adults
- Developed, planned, and created programming for events and fundraisers at the museum including: “(Adult) Science on Tap”, “Winter Festival”, traveling exhibitions, and holiday events
- Developed materials, obtained prizes, donations, and in-kind donations, created decorations, and sourced supplies and equipment needed for programs, events, and activities.
- Creative director: The Art Studio, Messy Mondays, Guest Artist Programs; developed programming, arts and crafts and make and make-and-take activities for all special exhibits, galleries
- Increased collaboration between departments by initiating cross-functional teams and joint projects.
- Designed evaluation tools that measured the success of various programming aspects against organizational objectives.
Director of Special Projects and Traveling Galleries
Saint Louis Science Center
01.1995 - 03.2013
- Project Director for the Experience Energy Gallery, a 2,500-sq. ft. permanent exhibition and EVIE, the first 42-foot solar electric Mobile Truck with 18 traveling exhibits; and related programs; leadership for the 2.5 million dollar grant budget from the Department of Energy (DOE); progress reports, finance reports, and website data reports; recruitment and management of the external advisory group; management, internal training, and supervision of staff and volunteers; responsibility for all aspects of gallery development; all aspects of EVIE's, exhibit planning, development, and maintenance; project evaluation; partnership with Missouri University of Science and Technology; national dissemination; oversight for the development, delivery of onsite and offsite educational programs; development, planning, and daily maintained the projects website and social media, traveled EVIE to Festivals, fairs, and events throughout the region delivering programs on electric and solar energy
- Responsible for the overall scheduling, logistics, shipping, insurance, customs, creating, receiving, storage, security, facility reports, equipment purchasing, equipment rental, equipment handling, and emergency planning for all traveling and special exhibits
- Planned and coordinated recurring and non-recurring activities, special events, and recreational programs to make maximum use of facilities, services, and other resources
- Managed and oversaw the planning, design, organization, budgets, staffing, schedules, sales, promotion, shipping, and installation of the museum's trade show booths
- Managed budgets, timelines, and resources to ensure projects were completed on time and within budget constraints.
- Interviewed, supervised, scheduled, and trained full-time, part-time, and volunteer staff, and maintained a diverse volunteer database
- Managed collection acquisition, object preparation, and curatorial processes for special exhibit
Education
MA - Master of Art -
Arkansas State University
Jonesboro, ARBFA - Bachelor of Fine Art -
Webster University
Webster Groves, MOSkills
- Organizational skills
- Team collaboration
- Problem-solving skills
- Community engagement
- Critical thinking
- Active listening
- Project coordination
- Social media engagement
- Program management
- Web content management
- Proficient in Adobe (Photoshop, Illustrator, Indesign, Lightroom, Premiere Pro) and Microsoft (Word, Excel, Teams)
Certification
- Child and Youth National Agency Check with Inquiries (CNACI) (2016)
- Marketing Foundations: The Marketing Fundamental Course, Certificate
- Social Media Marketing Course: Certificate
- Supervisors Development Course, Certificate
- EEO Course, Certificate
- HR Training (NAF and GS) for Supervisors, Certificate
- First Aid/CPR Certification (2023)
- Family Readiness Group Leader Training, Classroom/In person
- Operations Excellence (OPEX) Customer Service Training (2016-2021)
- ServSafe Manager course and exam (2010)
- Culinary Fundamentals (2010)
- Food Service Sanitation (2021)
- First Aid/CPR/Bloodborne Pathogens Certification (2021)
- Communicable Diseases Certification (2021)
Recognition
Department of The Army, Achievement Medal for Civilian Service, x4, Department of The Army, Commander’s Award for Civilian Service, x3, Foreign Service Award, Korean Government, Korean Service, Leadership Award from the Boy Scouts, The Far East Counsel, Mentorship Award and pin from the Boy Scouts of America #71
Timeline
Librarian Technician (Outreach Programs)
U.S. Air Force Academy
11.2021 - 12.2024
Department Supervisor - Flooring and Décor
Home Depot
08.2020 - 01.2021
Marketing Manager/ Marketing Coordinator NF-1101-04
Family and Moral, Wellness and Recreation Center, Camp Henry, USAG Daegu
09.2017 - 03.2020
Acting Supervisory Recreation Specialist NF-0188-04
Camp Carroll Community Activity Center, Family, Moral, Wellness and Recreation
03.2016 - 09.2017
Director of Programs
Discovery Center Museum
04.2013 - 03.2014
Director of Special Projects and Traveling Galleries
Saint Louis Science Center
01.1995 - 03.2013
MA - Master of Art -
Arkansas State University
BFA - Bachelor of Fine Art -
Webster University
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