Noma-Efese Mgqobhoka
Librarian
Cape Town
Summary
Diligent librarian with strong foundation in library science and proven ability to manage diverse collection of resources effectively. Successfully enhanced library services through innovative programs and community outreach. Demonstrated expertise in information organization and user support.
Dedicated librarian achieving high patron satisfaction through exceptional customer service and conflict resolution. Expertise in community outreach and strategic planning to enhance library engagement and promote literacy.
Overview
23
23
years of professional experience
Work History
Librarian
DHET- College of Cape Town
12.2016 - Current
- Catalogued and organized books, materials and other documents for proper library management.
- Maintained a high level of customer service by addressing and resolving patron concerns or complaints in a timely manner.
- Researched and acquired new library materials to maintain updated library collection.
- Trained and supervised library staff, volunteers and other personnel.
- Assisted students in locating and using library resources and assisted teachers with materials needed to enrich classroom instruction.
- Located requested books on shelves and in library database and fetched items for patrons.
- Maintained library databases to support accuracy and availability in circulation systems.
- Delivered personalized reader''s advisory services based on individual preferences, fostering a love of reading among patrons.
- Collaborated with teachers and school administrators to develop library resources for students.
- Increased patron satisfaction with timely responses to reference inquiries, utilizing extensive knowledge of information sources.
- Managed acquisition process for new materials, ensuring the library''s collection remained current and relevant.
- Researched, planned, and set up attractive and informative library exhibits.
- Created programs and activities to promote library usage and literacy.
- Assisted with the development of strategic plans for library growth and improvement, ensuring alignment with institutional goals and objectives.
- Instructed students on research techniques and use of online resources.
- Contributed to a positive work environment by providing ongoing support and professional development opportunities for staff members.
- Collaborated with faculty to develop tailored research guides for course-specific assignments, resulting in improved student outcomes.
- Streamlined library operations by implementing efficient circulation procedures and automated systems.
- Supported digital library collections containing e-books, audiobooks and digital media.
- Assisted library patrons with resolving computer problems.
- Managed reserve desk collection of reference materials.
- Participated in professional development opportunities to stay current on industry trends and best practices.
- Organized community engagement events to promote literacy, resulting in increased library membership.
- Fostered love of reading in young patrons by organizing weekly storytime sessions.
- Increased digital literacy among library users through creation and execution of computer workshops.
- Resolved patrons' complaints tactfully and professionally.
- Kept up-to-date records of materials, maintained inventory and corrected cataloging errors.
- Kept catalog orderly and updated with latest material additions and removals.
- Responded to numerous reference calls daily, helping patrons with specific information needs.
- Educated library patrons about policies for checking out materials and using resources.
- Worked with teachers to provide students with lifelong learning and research skills.
- Joined forces with teachers and administrators to support curriculum content, learning outcomes and student information needs.
- Restored order in face of conflicts between patrons and staff regarding policies, services and resource use.
- Led campus in use of instructional technology to engage students in interesting and retentive learning.
Library Assistant
City Of Cape Town
04.2004 - 08.2014
- Assisted patrons with locating resources, enhancing user experience and information access.
- Maintained and organized library collections, ensuring optimal usability and accessibility for users.
- Conducted routine inventory checks to ensure resource availability and support library operations.
- Provided guidance on library systems and resources, facilitating efficient information retrieval.
- Developed and implemented community outreach programs, increasing library engagement and participation.
- Organized library shelves, materials and equipment in clear, alphabetized order.
- Maintained a well-organized collection through diligent shelving, shelf-reading, and inventory management tasks.
- Answered questions from patrons and helped to find desired materials.
- Placed books on proper shelves when returned to circulation.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Located library materials, resources and technologies to fulfill patron requests.
- Contributed to a welcoming atmosphere by maintaining clean, safe, and inviting spaces within the library premises.
- Promoted literacy and reading enjoyment through developing engaging book displays and promotional materials.
Customer Service Consultant
Standard Bank of South Africa
04.2003 - 08.2014
- Delivered exceptional customer service by resolving complex inquiries, enhancing client satisfaction and loyalty.
- Implemented process improvements that streamlined operations, resulting in increased efficiency and reduced response times.
- Trained and mentored junior staff on best practices, fostering a collaborative and knowledgeable team environment.
- Utilized CRM systems to track customer interactions, ensuring accurate records and timely follow-ups.
- Collaborated with cross-functional teams to identify customer needs, resulting in tailored service offerings and improved retention.
- Analyzed customer feedback to inform service enhancements, driving proactive solutions to address client concerns.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Increased client retention through exceptional service and timely solutions to issues.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
Education
High School Diploma -
University of The Western Cape
Cape Town, South Africa 04.2001 -
Matric -
Dalindyebo High School
Mthatha, South Africa 04.2001 -
Skills
Cataloguing
Collection management
Customer service
Reference assistance
Library database maintenance
Community outreach
Information literacy
Conflict resolution
Digital literacy
Program development
Strategic planning
Circulation processes
Resource acquisition
Library software
Patron engagement
Organizational skills
Strong oral and written communication skills
Problem-solving skills
Reading and teaching
Verbal and written communication
Data collection
Works well independently
Friendly
Literacy development
Fluent in english
Continuous improvement
Cataloging expertise
Recordkeeping
Timeline
Librarian
DHET- College of Cape Town
12.2016 - Current
Library Assistant
City Of Cape Town
04.2004 - 08.2014
Customer Service Consultant
Standard Bank of South Africa
04.2003 - 08.2014
High School Diploma -
University of The Western Cape
04.2001 -
Matric -
Dalindyebo High School
04.2001 -