Anna Malone
CRESTWOOD,NSW
Summary
A proven track record in people leadership in a public library setting. Coordinating multiple teams including performance management in a customer service environment. Excellent communication skills both verbal and written. Effectively built relationships with internal and external stakeholders and community groups. Manage complex customer interactions with a high level of emotional intelligence.
Proficient in branch operations of multiple public Library sites across Canberra, delivering and developing programs for Adults and children. Promoting literacy and lifelong learning through Library services and resources.
Overview
19
19
years of professional experience
Work History
Branch Manager- ASO6
Libraries ACT
01.2017 - Current
- A proven track record in people leadership, coordinating multiple Library branch teams including performance management in a customer service environment
- Maintaining Library collection and online Library services/e-resources through superior collection management and systems knowledge.
- Excellent communication skills both verbal and written
- Effectively built relationships with internal and external stakeholders
- Manage complex customer interactions with a high level of emotional intelligence
- Interviewed and hired talented individuals with top-level strengths, improving organisational talent, and skill set.
- Complied with established internal ACT Government processes and policies.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on ACT Government protocol and values.
- Completing training in ALIA online modules and tutorials from Library suppliers/organisations.
Contact Tracing Officer
ACT Health
08.2021 - 10.2021
- Collaborating with Internal and external stakeholders- contact tracing
- Operated ACT Health database- ‘Red Cap’.
- Processed up to 50 phone enquiries per day
Library Coordinator- AS04/AS03
Libraries ACT
03.2011 - 12.2016
- Superior customer service
- Assisting customers with memberships, operating the library management system – ‘Spydus’
- Daily Financial reconciliation
- Responding to customer complaints, safety, and security incidents daily
- Responding to safety and security incidents- reporting / documenting following ACT Government policy
Florist Manager
The Garden
01.2006 - 01.2011
- Operating business, financial / records management
- Team management, recruitment, rostering, training, maintaining WHS
- Collaborating with customers, stakeholders, suppliers, contractors
- Processed up to 30 flower orders per day
- Streamlined ordering and operations, reduced expenditure on floral products, reduced significant amount of perishable wastage.
Education
Certificate IV in Frontline Operational Leadership and Management -
Wisdom Learning
01-2023
Certificate IV Commercial Floristry -
Canberra Institute of Technology
Canberra, ACT01.1993
Year 12 Certificate -
Erindale College
Canberra01.1989
Skills
- Reference / Library memberships
- Public library E resources promotion and operation
- Proficient in Microsoft Word/ Outlook
- Proficient in Collection management duties in Public library setting
- Chair recruitment
- Management of ACT Government facilities
- Management of Government assets/Public library collection materials
- 'Kronos' - time and attendance / leave operation and management
- Facilitating and managing Project/event management in public libraries
- Proficient in Spydus - Integrated library management system
- Staff training
- Community relations
Accomplishments
Leading Woden team through COVID 19 pandemic. Safety and security of team and customers paramount. Following strict social distancing and hygiene protocols. Pivoting service and resources.
- Presenting and developing online programs and resources.
- Ensuring safe PPE practices. Negotiated staffing bubbles, ensuring low spread.
Supporting Gungahlin team and community through new Integrated Library Management system and rollout of new kiosks and equipment.
- Team experienced significant cultural change with upgrades to technology, processing tasks and financial reconciliation.
- Assisted members, in their hundreds, to reactivate memberships and update passwords and operate the self-serve loan kiosks and return chutes.
Personal Information
Title: Branch Manager
Organization
Libraries ACT
ACT Government
Timeline
Contact Tracing Officer
ACT Health
08.2021 - 10.2021
Branch Manager- ASO6
Libraries ACT
01.2017 - Current
Library Coordinator- AS04/AS03
Libraries ACT
03.2011 - 12.2016
Florist Manager
The Garden
01.2006 - 01.2011
Certificate IV in Frontline Operational Leadership and Management -
Wisdom Learning
Certificate IV Commercial Floristry -
Canberra Institute of Technology
Year 12 Certificate -
Erindale College
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