Suzanne Gray

303-908-5569 cell rusjgray@gmail.com

Highlands Ranch, CO 80130 Website

Skills & • Excellent customer service skills provided with empathy, positive language, conflict resolution and
Abilities problem solving as a Librarian and Claims Adjuster.
• Problem solving and technology skills as demonstrated by successfully tech tutoring using MS Office,
Google Drive, Library software applications, and troubleshooting technology issues. As the recording
studio lead teach software/hardware skills to staff and patrons. Collect/analyze data relevant to
technology services. LMS platforms Canvas, Articulate and Adobe Express.
• Effective leadership and communication skills developed as a member of the professional Colorado
Libraries for Early Literacy team and Chair of the CLEL Conference 2020/ 2021. Lead of the Technology
Committee and serve as Person in Charge of the Library.

Experience Douglas County Libraries, Castle Rock, CO / Librarian-Technology Lead 2021-present

• As Technology Lead, provide technology instruction to patrons using email, printing, file attachment,
Microsoft Word, Excel, or PowerPoint, social media, and library APPs. Plan curriculum and teach
technology workshops including database searching, digital photography and job searching.
• Serve as Person in Charge at branch responsible for critical thinking and problem solving as building
issues arise, satisfactory resolve patron conflict, ensure opening and closing operational readiness.
• Co-Lead the Recording Studio service provided at the Parker Library. Purchase equipment to meet
patron needs within given budget, keep equipment in good repair, teach patrons to use software and
hardware for audio and video production.
• Using Excel, collect and analyze data on patron usage of recording studio and tech tutoring services to
meet patron needs.
• Created technical user’s guide to assist patrons with hardware and software in the recording studio.
• Provide reference services for patrons of all ages utilizing complex research skills on databases and
other internet resources.
• Provide excellent customer service while assisting patrons of all ages and abilities in the library.
Youth Services Librarian 2016-2021
• As the lead of a collection team managed, inventoried, culled, displayed, suggested additional items
for purchase and assigned tasks to the team to keep our collection relevant to our community.
Worked with collection team to evaluate and purchase a group of easy reader books for emergent
readers.
• As the librarian lead of a collection team, performed database query and filtering in Horizon software
to keep collections meeting the needs of patrons through weeding and purchases of relevant
materials.
• Held leadership roles on the Youth Services Retreat planning committee, member of the Human
Resource committee. Mentored/trained paraprofessionals in reference and story time training.
Elected to CLEL steering committee and served as Chair of the conference committee lead a team and
planned the budget.
• Developed and executed innovative and timely programming for both adults and youth/teens
including STEM book club, math club, Great Decisions, Ready Player One night, Eclipse event.
• Created and executed fun, educational, engaging story times that underscore Every Child Ready to
Read principles and include STEM learning while welcoming diverse groups.
 Suzanne Gray
Patron Services Technician 2014-2016
Experience • Courteously handled customer service interactions and professionally resolved issues without
Cont. escalation of complaints.
• Assisted patrons with using technology tools encountered at the library such as self –checks,
databases, copiers, computer software, e-book applications and teach the necessary skills for
performing these skills independently on future visits.
• Provided Reader’s Advisory to youth, young adults, and adults with a wide variety of reading interests.
Randolph Township Public Library, Randolph, NJ 2009-2013 / Circulation Assistant
• Courteously handled customer service interactions and professionally resolved issues without
escalation of complaints. Assisted patrons with use of library website, facilities and resources
including copiers and computers.
• Catalogued the library’s holdings of magazines in the Polaris software and tracked the receipt of
periodicals using Excel.
• Processed Interlibrary Loans.
Mark Adjustment, Ramsey, NJ 1997-2000 / Claims Adjuster-Supervisor
At a third-party administrator, professionally handled the worker’s compensation claims for employees of
Passaic County, NJ.
• Provided excellent customer service to injured employees while adhering to the NJ state law and the
objectives of the county.
• Managed medical, legal and disability payments and set monetary reserves for over 100 claims.
• Confidentially handled claims for political figures in the county.
• Attended court proceedings to negotiate settlement terms.
• Supervised claims team staff members.
Greater New York Insurance Co., East Brunswick, NJ 1995-1997 / Claims Adjuster
Began as a trainee handling NJ medical only worker’s compensation claim and quickly learned the state laws
and procedures, therefore was promoted to handling disability and multistate claims.
• Determined compensability of new claims by contacting employer, claimant, and physician.
• Utilizing computer software, executed proper medical and disability payments.
• Kept abreast of ongoing medical treatment through contact with rehabilitation nurses and medical
offices. Discussed legal aspects with attorneys.

Education Rutgers University, New Brunswick, NJ

Master of Library and Information Science, 2015 4.0 GPA

Rutgers University, New Brunswick, NJ

Bachelor of Arts Psychology
Currently enrolled University of Denver
Master of Instructional Design and Technology

References Karen Kaiser

Interlibrary Loan Supervisor, University of Denver
Kp_kaiser@comcast.net, 720-568-0740

Stefani Wiest
Customer Experience Supervisor, Douglas County Libraries
swiest@dclibraries.org 303-764-3346