Customer Support Specialist

Provide reader advisory, patron registration, reference assistance, and basic technology support for library users. Partner with faculty to locate research materials, teach database use, and support assignment design aligned with course learning objectives.

Manage circulation desk operations and coordinate daily activities for Work-Study and Workforce Innovation and Opportunity Act participants. Create LibGuides and digital learning resources, develop accessibility guides, prepare monthly usage statistics, coordinate interlibrary loan services, evaluate programs, and deliver outreach initiatives across academic departments.

Responded to mail, telephone, and in-person reference requests while providing professional assistance to internal and external customers. Instructed patrons on handling original documents and using digital collections and archival finding aids.

Provided paper and digital copies while maintaining preservation standards. Digitized more than 2,000 historical documents using a Kodak i280 Scanner and inventoried over 200 microfilm rolls, creating a database that improved collection identification and management.

Planned and delivered research navigation and database-access orientation sessions for more than 500 students. Scheduled individual consultations for students and faculty and provided training on databases and search engines.

Developed online research tutorials, course-specific pathfinders, and updated database orientation worksheets. Designed and implemented a marketing plan for e-library resources and presented monthly usage and service-quality reports to the Library Director.

Minor in African American Studies.