Experience

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  Her majesty's land registry

  Jun 1988 - Mar 2004

  Registration executive 2

  • Acted as a Customer Service referral point for colleagues, who were dealing with both internal and external customer needs. Applied the Civil Service Customer Service guidelines to ensure client satisfaction.• Managed own daily workload to published standards of efficiency and accuracy, and audited the work of colleagues at the lower Registration Officer grade. Achieved an overall 99% accuracy rate on complex tasks and a 100% rate for timely completion of work.• Handled end of year performance reviews for junior team members, which included the drawing up of personal development plans and disciplinary issues. Compiled a range of disparate information for the report process.• Close read and interpreted historical legal documents, ranging from 1700 to present, in order to gather restrictive and positive covenants, as well historical anomalies, to construct a modern register for the property in question.• Delivered desk training within the team to increase flexibility and productivity in a pressurized environment and to allow personal development for the staff involved. Acted as a technical reference point and training mentor for newly trained colleagues.• Tracked and reported long term office wide production targets and intake of work to enable the drawing up of budgets for the forthcoming month and year.• Acted as Communications Officer and improved the throughput of both upward and downward communication between management, both locally and nationally, and colleagues by introducing regular e-newsletters, updates and the arrangement of team meetings.• Assimilated new areas of technical knowledge resulting from formal training courses into the daily routine, applying those skills as relevant to the grade and job.• Introduced and designed computer-based leave charts and figures analysis documents to the team environment, allowing up to date information to be readily available for all team members in a centrally located place. Show less

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  Endsleigh insurance services ltd

  Oct 2004 - Jun 2006

  Motor claims data handler

  • Acted as a troubleshooter on manager’s list of missing or old pieces of post or checks. Investigated list, recovered files and took action accordingly.• Handled electronic mail, sorting into relevant filing systems. Surpassed published standards of mail handling by achieving a 99% level of accuracy on sensitive post involving insurance claims.• Drew and approved checks to third party automotive centers that handled Endsleigh customer repairs.• Trained several new members of staff on basic system usage and mail sorting. Show less

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  Cheltenham literature festival

  Oct 2005 - Oct 2005

  Intern

  • Operated the Customer Relations Table giving information directly to the public regarding events, site information and guides to the town.• Oversaw the Writer’s Room, ensured the security of the room and that the needs of the writers and their assistants were met. Made sure that writers were guided to their events and book signings in accordance with the festival timetable.• Worked closely with authors and television personalities to make certain that their festival experience was rewarding. Trusted to chauffeur high profile authors to and from festival events and sites.• Helped to organize the initial set up and final dismantling of the festival tents and seating areas. During the festival, prepared rooms for individual events, which often involved seating, lighting and acoustical changes. Show less

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  Palgrave macmillan

  Jun 2006 - Jul 2006

  Intern

  • Pursued web-based research to examine the availability of recent Macmillan publications in UK libraries. Presented findings in Excel format.• Read book reviews and articles in magazines, newspapers and journals, extracted and electronically filed relevant quotes for use as future publicity.• Undertook conference organizational duties. Produced boxes of marketing materials to be sent to all Palgrave conferences. Liased with Editors to ensure appropriate book lists were ordered. Liased with external shipping firms and conference secretaries to arrange delivery and to solve logistical problems. • Produced advance notices of forthcoming publications for Sales Representatives. Show less

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  Oak park public library

  Nov 2008 - now

  • Directly responsible for managing a team of 30, comprising of several grade levels, in the consistently active Check-in and Shelving Team. Carries out performance reviews, departmental reports, scheduling, hiring and training for the team. Directs daily workflow and ensures balance of grades and coverage within team for the most efficient response times.• Project managed a retagging initiative involving the identification and retagging of over 30,000 items from the library catalog. Identified and trained individuals to help on the project and introduced workflows into the team structure to cope with the extra workload.• Oversees the operation and staffing of the Tech Logic Automated Handler (AMH), which processes approximately 100,000 items per month, and troubleshoots any issues to assure its smooth running on a daily basis.• Ensures the correct handling of approximately 45,000 items to be routed to the 78 SWAN consortium member libraries, and approximately 55,000 items for Oak Park Public Library, that are used by patrons each month.• Responsible for providing support to seven staff members in the Bibliographic Team consisting of scheduling duties and working closely with the Materials Services Manager on additional issues and projects. Show less • Responsible for the successful operation of a branch library averaging between 5000 and 9000 visitors per month. Consistently provides input and feedback to the Branch Services Manager on the running of the branches to ensure better quality of processes and delivery of services to the community, including surveying the staff using a skills chart to better focus training needs, changing the foot print of the service desk and establishing a newly returned materials shelf. Other duties include opening and closing the building and daily monetary reconciliation.• Provides customer service contact point for colleagues on patron questions regarding policies and wider library issues. Works closely with the Branch Services Manager to ensure supervisory continuity and accuracy when left as sole senior staff member on site. • Responsible for the hiring of circulation assistants and shelvers for the branch and for their training and development. Wrote end of year performance reviews for staff, consisting of eight to twelve members of various grades, and which included the introduction of personal development plans to give future goals. Have also assisted in the hiring of staff at all grades across the library, including librarians and department managers.• Carries out scheduling duties for both the Maze and Dole branches of the library, preparing a three month rolling online schedule for an average of 20 staff members. Maintains the schedule week-to-week dealing with absences and vacation requests and arranging substitutes as needed.• Acts as book discussion facilitator for external groups, ensuring that contact details and moderator accounts are kept up to date. Places requests for the book discussion groups and ensures that moderators are contacted in a timely manner. Coordinates the shelving and turnover of books for those groups.Other posts held at Oak Park Public Library -Branch Assistant - April 2009 – October 2010Shelving Aide - November 2008 – March 2009 Show less

  • Manager of Neighborhood Services

    Jul 2019 - now

  • Manager for Branch and Access Services

    Feb 2016 - now

  • Assistant Manager - Materials Services

    Jul 2013 - Jan 2016

  • Branch Library Supervisor

    Nov 2010 - Jun 2013

  • Branch Assistant

    Apr 2009 - Oct 2010

  • Shelving Aide

    Nov 2008 - Mar 2009