1. JAMES SHOMER
14401 N. 20th
Way Phoenix, AZ 85022 (H) 480-859-4580 (C) 480-859-4580 jamsho2@gmail.com
SUMMARY________________________________________________________________
Motivated customer service specialist with over ten years of retail and call center representative
experience in a fast paced, team based environment. Six years of effective teaching experience as a
substitute teacher for music and special education classes. Composer and bass guitarist with performance
and recording experience, knowledge of many musical genres, musical instruments and products.
Flexible and hardworking in deadline-driven environments, excelling at customer satisfaction and
retention. Pre and post -sales support specialist.
SKILLS__________________________________________________________
 Quick learner and creative problem solver.
 Personable, strong client relations and customer needs assessments.
 Customer-oriented with active listening skills.
 Inventory control, merchandising, and shipment processing.
 Motivated team player able to handle time sensitive issues.
 Computer literate, proficient with MS Windows and Apple.
WORK HISTORY____________________________________________________________
02/2014 – Present: Self-employed, Freelance musician - Phoenix, AZ
Performing locally with various rock bands and jazz bands at clubs, festivals, and for private parties.
Teaching bass guitar, music theory, and composition.
08/2008to 02/2014: SeniorCustomer Service Representative - Verizon BusinessSolutions –
Phoenix, AZ
Working in call center environment addressing customer inquiries, solving problems and providing policy
and product information on stateemission programs.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Ensured superior customer experienceby addressing customer concerns, demonstratingempathy and
resolving problems on the spot.
Accurately documented, researched and resolved customer issues.
Resolved service, policy and technical problems for customers by asking clear and specific questions.
08/2002 to 08/2008: Long-Term Substitute Teacher - Temp School District #3 – Tempe, AZ
Served as General Music Teacher for three years successfully improving student participation in music
programs.
Implemented music workshops to increase student participation and support school music programs.
Improved student's analytical skills by introducing state-of-the-art computer program technologies.
Served as Teacher Assistant and long term Substitute Teacher for Special Education classes for 3 years.
Helped implement a general education curriculum for special needs students based upon a variety of
instructional techniques and technologies.
Collaborated with a team of faculty to improve programs for students with special needs.
01/2000to 08/2002:Self-employed, Freelance Musician / MusicCopyist – Mesa, AZ
Performed locally with various rock bands and jazz bands at clubs, festivals, and for private parties.
Created individual written parts for performers from musical scores. Edited parts and scores in
preparation for performances and publication.
Collaborated with other copyist, the composer and publisher to complete jobs accurately under strict
deadlines.

2. 08/1996to 01/2000:Music Manager - BordersBooks& Music – Mesa, AZ
Directly managed staff of ten music sales associates and assisted the management team with a staff of
40 plus sales associates.
Interviewed job candidates and made staffing decisions.
Assigned employees to specific duties to best meet the needs of the store.
Examined merchandise toverify that it was correctly pricedand displayed.
Trained and developed new associates on POS system and key sales tactics.
Implemented a new ordering process and identified poor work habits to improve process effectiveness.
Conducted store inventories.
Hired, trained and evaluated personnel in customer service, sales and marketing.
EDUCATION_________________________________________________________
1996: Master of Arts: Music Composition – Arizona State University – Tempe, AZ
1993: Bachelor of Arts: Music Theory - Arizona State University- Tempe, AZ
CERTIFICATIONS_____________________________________________________
ITIL Foundation Certification - 2012
Substitute Teaching Certification – 2002