Ya-Hui Chen
St. Paul,MN
Summary
Trilingual library professional with 11 years of frontline service at the Saint Paul Public Library supporting reference services, circulation operations, and digital literacy for a diverse urban community. Known for excellent customer service, strong technology skills, and effective communication across cultures. Experienced in program promotion, collection support, and assisting patrons with technology and information needs. Committed to advancing SPPL’s mission of inclusive, accessible public library services.
Overview
32
32
years of professional experience
Work History
Library Customer Service Assistant I
Saint Paul Public Library
01.2015 - Current
- Provide reference and information services to patrons in a busy urban library branch.
- Assist patrons with catalog searches, locating materials, and accessing library resources and digital collections.
- Support digital literacy by guiding patrons through online applications, virtual interviews, and electronic library services.
- Provide bilingual assistance to Mandarin-speaking patrons and Mandarin immersion students accessing library collections.
- Collaborate with coworkers to resolve patron service issues and locate misplaced materials efficiently.
- Assisted in onboarding new staff by demonstrating circulation procedures, library systems, and customer service practices.
- Create themed displays and signage to promote library collections and programs.
- Maintain high standards for shelving accuracy and organization of the children’s collection.
- Support welcoming and inclusive service for patrons of all backgrounds and ages.
Training Specialist / Sales Coordinator
Cathay Life Insurance
07.1999 - 06.2003
- Developed and delivered training programs for over 2,000 employees while supervising and coaching 8–12 person sales teams.
- Provided instruction on technology systems, marketing tools, financial products, and customer service practices to sales teams totaling more than 30,000 employees.
- Assisted with recruitment, onboarding, training, and evaluation of approximately 2,000 new sales staff.
- Developed training materials and sales competition programs to support branch performance.
- Supported sales teams in resolving customer complaints, insurance claims, and product-related issues.
- Implemented a Customer Relationship Management (CRM) system to improve communication and customer service tracking.
- Organized annual “Rewarding Performance Activities” events to recognize staff performance and encourage team engagement.
Teaching Assistant & Program Specialist
National Taipei University
08.1994 - 06.1999
- Recruited 200–250 applicants annually and coordinated the admission of 30–60 students to the Non-Degree Program.
- Prepared annual budget proposals for the Non-Degree Business Administration Program.
- Supported instruction in marketing, accounting, and management courses and assisted professors with teaching activities.
- Organized academic seminars, lectures, and guest speaker events for students.
- Provided tutoring and academic advising support to students in the Non-Degree Program.
- Coordinated the submission, editing, and publication process for the Journal of Business Administration.
Education
BA - Economics
University of Iowa
Iowa City, Iowa05.2011
MBA - Finance
National Chengchi University
Taipei, Taiwan06.1999
BBA - Business Administration
National Taipei University
Taipei, Taiwan06.1994
Skills
- Customer Service & Patron Support
- Reference & Information Services
- Digital Literacy & Technology Assistance
- Library Systems (Sierra, LibCal, WorldCat, MNLink)
- Program Promotion & Community Engagement
- Team Collaboration
- Multilingual Communication (English, Mandarin, Taiwanese)
- Productivity Software: Microsoft Office (Word, Excel, PowerPoint), Google Workspace
- Virtual Platforms: Zoom, Microsoft Teams
Accomplishments
- Recognized by patrons for exceptional customer service and attention to community needs.
- Designed themed displays such as Lunar New Year and baseball displays to promote library collections and increase patron engagement.
- Updated signage and branding in the periodicals area as part of SPPL’s rebrand initiative.
- Provide multilingual support (English, Mandarin Chinese, Taiwanese) helping immigrant families and students access library services.
- Assist patrons with digital literacy including online job applications, forms, and virtual interviews.
Languages
English
Mandarin Chinese
Taiwanese
Timeline
Library Customer Service Assistant I
Saint Paul Public Library
01.2015 - Current
Training Specialist / Sales Coordinator
Cathay Life Insurance
07.1999 - 06.2003
Teaching Assistant & Program Specialist
National Taipei University
08.1994 - 06.1999
MBA - Finance
National Chengchi University
BBA - Business Administration
National Taipei University
BA - Economics
University of Iowa