Nicole Thomas
Santa Cruz,CA
Summary
Established access services supervisors offering 10 years of experience and seeking a challenging, growth-oriented position. Adept at developing solid partnerships - and building strong teams through collaborative and creative problem-solving. Seek to apply expertise toward the Library Consultant role.
Overview
18
18
years of professional experience
Work History
Assist. Dir. of User Services & Resource Sharing
University Of California, Santa Cruz
01.2022 - Current
- Provide mentorship, guidance, and opportunities for professional growth of 11 staff members.
- Enhance team collaboration through regular communication, goal setting, and performance evaluations.
- Establish a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Facilitate cross-functional collaboration for improved decision-making processes within the department.
- Participate in campus and system-wide committees (including hiring committees, ad hoc work groups, and project teams).
- Communicate with customers via phone, chat, email, and in person to establish trust and credibility as well as manage escalations and negotiate resolutions when necessary.
- Maintain confidentiality as required by law and University policy.
- Served as a point of contact for issues with the Library Management System.
Information Delivery & Access Services Librarian
Northeastern University, Snell Library
04.2016 - 12.2021
- Responsible for recruiting, managing, and evaluating the ongoing training and professional development of Information Delivery & Access Services staff working in areas of course reserves and circulation services
- Monitored hiring, training, and scheduling of 20 work-study and part-time student employees.
- Researched, evaluated, and recommended new and emerging technologies benefiting the enhancement of customer services and patron accessibility.
- Maintained high level of customer service by addressing and resolving patron concerns or complaints in timely manner.
- Successfully managed the project to implement library-wide technology, including LibAnwers, LibCal, and Legatanto (electronic course reserves).
- Designed electronic training materials and workshops for 22 staff members across three departments
- Ensured library services meet the needs of Northeastern affiliates and New England library partners.
- Served as the department representative for library collection relocation projects.
- Recruited participants and moderated monthly library Lunch & Learn presentation sessions.
- Successfully managed the transition platform for 100 bookable spaces and workstations.
- Successfully configured and managed the implementation of over 400 bookable seats.
- Researched and acquired new library materials to maintain updated library collection.
Circulation Supervisor
Boston University, Fredrick S. Pardee Management Library
06.2012 - 03.2016
- Responsible for the recruitment, management, and evaluation of the on-going training and professional development of five Access Services staff
- Assisted the Library Coordinator with recruiting, supervising, and evaluating of 10 - 15 student employees
- Manage daily circulation operations.
- Used Google applications to develop and implemented online training materials, tutorials and instruction sessions for Access Services staff and student employees.
- Organized workflow and monitored the process of the relocation of 30,000 monographs.
- Established a workflow for online book display using Wordpress.
- Assisted with general reference questions and instruction sessions.
- Shared knowledge and collaborated with BU branch library circulation supervisors to discuss and develop library policies and procedures.
Library Clerk
Boston Architectural College
10.2011 - 06.2012
- Provided a welcoming environment for patrons by maintaining a clean, orderly, and inviting space for reading, studying, or browsing.
- Maintained an organized library collection by accurately shelving books, periodicals, and other materials according to classification systems.
- Fielded reference questions from patrons using internal databases, online search engines, catalogs, and print resources to provide accurate information quickly.
- Enhanced patron satisfaction by providing efficient and accurate assistance with locating materials and resources.
Office Assistant
University of San Francisco, School of Law
07.2006 - 08.2011
- Scheduled and confirmed reservations utilizing up to 14 classrooms
- Recruited, hired, trained, and scheduled up to 20 law school exam proctors
- Introduced electronic schedule distribution and time clock for exam proctors
- Provided front line customer service, including referral to staff and outside departments
- Managed processing of course registration paperwork to support office productivity.
Education
Master of Science - Library and Information Science
Simmons University
Boston, MA01.2013
Bachelor of Arts - English
College of Wooster
Wooster, OH05.2006
Skills
- Adaptability and Flexibility
- Creative Problem Solving
- Critical Thinking
- Customer Service
- Expectation Management
- Project Management
- Team Collaboration
- Team Leadership
TECHNOLOGY PROFICIENCY
Exlibris applications: Alma, Leganto, and Primo. Google Workspace Applications: Gmail, Drive, Calendar, Google Sheets, Docs, Slides and Chat. Microsoft Office 365 Enterprise applications: Teams, One Drive, Outlook, PowerPoint, Microsoft Project. LibApps: LibGuide, LibAnswers, LibWizard, LibCal, LibStaffer. Asana.
Presentations
- IDEAS - Rebuilding the Traditional Department, ReThink It: Libraries for a New Age Conference, Austin, TX, 01/09/18
- IDEAS! Rebuilding the Traditional Department: How a traditional access services department changed service models by adapting student positions, getting involved around campus, making friends and influencing people, Association of College and Research Libraries Conference, Cleveland, OH, 04/2019
- Working with Instructors: Leganto Engagement Experiences, ELUNA 2019, Atlanta, GA, 05/2019
Affiliations
- American Library Association
- Association of College and Research Libraries
- CALM 2022 and 2023 Technology Committee
- ExLibris Leganto Working Group
Timeline
Assist. Dir. of User Services & Resource Sharing
University Of California, Santa Cruz
01.2022 - Current
Information Delivery & Access Services Librarian
Northeastern University, Snell Library
04.2016 - 12.2021
Circulation Supervisor
Boston University, Fredrick S. Pardee Management Library
06.2012 - 03.2016
Library Clerk
Boston Architectural College
10.2011 - 06.2012
Office Assistant
University of San Francisco, School of Law
07.2006 - 08.2011
Master of Science - Library and Information Science
Simmons University
Bachelor of Arts - English
College of Wooster
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