Erin Chapman, Customer Service, Project Manager, Information Technology

About

Information Professional with over 20 years of experience in customer service, staffing and training, research, reference, management, evaluation, project management and marketing. Seeking opportunities to deliver my experience & education to a dynamic, innovative organization.

Experience

Trenton Veterans Memorial Library

Sep 2018 – Present

Trenton, MI

Reference Librarian

Provide friendly, forward-thinking library services and resources, assist customers with their research and reference needs, lead a team of Librarians and Paraprofessionals to provide exceptional service for a Class VI public library, serving 73,000 residents. • Detail-oriented, met the needs of community partners, library customers, Board and Council Members as well as direct reports, prepared correspondence, memoranda, policy, annual reports and agendas and Board meeting minutes. • Library of Michigan & FCC grant recipient for expanding public access to Internet service and WIFI, partnered with local schools and business associations to increase community interactions with the library.

Melvindale Public Library

Jan 2016 – Sep 2018

Melvindale, MI

Youth Services Librarian

• Plan, develop, implement, evaluate programs and services. • Promote services and programs in community. • Provide personalized customer service to patrons, including computer instruction, research, placing holds, checking materials in and out as well as assisting with photocopier, scanner, fax and phones.

Troy Public Library

Jul 2015 – Dec 2017

Troy, MI

Reference Librarian

Provided excellent customer reference service in person, online and over the phone using the Polaris ILS and TPL’s WebPac, handling in depth reference questions at active reference desk. I also regularly assisted patrons with technology at public computers, specifically assisting with Microsoft Office Suite products, email, social networking, Google Docs, printing, scanning, faxing, government applications, resumes, online job searching, genealogy, database research, tax forms, downloading eMedia onto a variety of devices, scheduling conference and meeting rooms for the public using Evanced • Purchased materials for the library's collection, such as adult non-fiction, biography and foreign language books and DVDs. Maintained collections through weeding, re-ordering damaged but popular materials, use CREW Method • Planned programming for adults, strong project management skills, public speaking, evaluation and follow up. Some of my programs include Holiday Mail for Heroes (in partnership with the Red Cross), Learning from the Past History Lecture Series (in partnership with Oakland University), Everyone’s Reading Southeastern Michigan Libraries Reading Together as well as programming and seeking prize donations for National Novel Writing Month. • Regularly enforced library policy, trained as “on duty” staff when administration is not available

St. Louis County Library

Oct 2007 – Jul 2014

St. Louis, MO

Branch Manager

Library Journal voted a 4-Star Library, 2014 ● Oversaw every aspect of service including, but not limited to, collection maintenance, customer service, programming for every age level and creating a safe, welcoming library environment for the Clayton community ● Hired, evaluated, trained, terminated staff, held monthly staff meetings as well as training sessions on new technologies and goals ● Achieved 18% increase in circulation in 2012 (Mid-County Branch outpaced overall system trend), including rotation of attractive displays, managing a floating collection (between 18 branches) and weeding ● Transformed turn-around time for returned materials to be checked in and shelved, what once took 1-2 days is completed in 4-8 hours, resulting in customers having quicker access to materials, highly efficient in my work ● Updated children’s area from a cluttered, obstructed space to a welcoming and open area, using funds to purchase new furniture from annual book sale

Education

Wayne State University

Jan 2002 – Dec 2004

Master of Library and Information Science , Public Libraries

Western Michigan University

Sep 1993 – Dec 1995

Bachelor’s Degree, English, Writing, French language study

Erin Chapman

Customer Service, Project Manager, Information Technology

Skills