Nermine Rifaat has over than 30 years of experience working in the libraries of the American University in Cairo. Among the positions she has held are Supervisor of Circulation, Reference Librarian, Reference Manager and Head of External Services. Her work in the Research and Information Services department advanced her expertise in giving orientations, handling patrons’ inquiries and assisting with research questions. She coordinates the Help-desk. She conducts live 24/7 chat reference as well as the related follow-up activity, including quality control. Nermine helps with information literacy classes as well as supervising, training and managing teams of work-study students.