1. David Shoemaker Page 1 of 2
Performance driven solution minded Professional with Years of Managerial and Technical Experience
DavidAShoemakerJr.
3 E. Post Oak Dr. Conway, AR 72034
501 733-2602 dshoe1962@gmail.com
Qualifications Summary:
 Highly motivated adaptable professional with experience in Leadership, Mentoring, Technical
Program, and Operations Management
 Goal-oriented individual with successful track record of achieving performance objectives
 Over 24 years of experience in Managerial, Supervisory, and Training positions
Education, Certifications and Skills Summary:
University of Central Arkansas
Arkansas Tech University 1985
 Business Management
 Certified Technical Mentor Trainer
 Computer CompTIA A+ Certified
 Coaching Individuals to Succeed
December 2015 BSE
BS of Business Administration
 Customer Relations Management
 Impromptu Speaking/Training
 Fluent Microsoft Office Suite
 ASE automotive certification
Middle Level Education Math
and Social Studies
Minor in Econ and Comp Sci
 Life/Health Insurance License
 Solution Selling
 Training Creation & Facilitation
 XMetaL Document Generator
Professional Experience:
Hewlett-Packard, Technical Agent Support Group Team Leader (1/2011-10/2013) 40+hrs/week
 Certified Technical Mentor Trainer (CTM) for HP Americas for CTM certification of ASG Mentor group.
 Responsible for skill-gap development and reports from operations environment to production environment.
 Maintained partnership between HP Support operations teams and HP Category learning and development
teams to drive cross functional initiatives to ensure best-in-class support.
 Provide feedback to product engineers to assist with identifying and resolving product issues.
 Facilitated mentoring and advanced technical support to Technical Front Line Agents (FLA) Consumer
Customer Relationship Managers.
 Addressed customer escalations and presented business conscious solutions.
 Delivered performance improvement and coaching to FLA’s for key performance metrics of Customer
Satisfaction +9%, Total Problem Resolution +9%, First Call Resolution +22% and decreased Customer
Dissatisfaction by -57% for the year 2012.
Hewlett-Packard, FLA Customer Relationship Manager (1/2010 - 12/2010) 40+hrs/week
 Top 2% in key performance and revenue metrics with assigned customer base.
 Served as a customer service ambassador to consumer desktop customer base.
 Provided educational assistance to consumers regarding specific diagnostic efforts with their equipment as
well as additional expenses incurred during issue diagnosis.
 Empowered customers with educational content regarding issue resolution efforts.
Target, Guest Service Team Leader (10/2008-2/2011 Stayed part time with Target till HP promotion) 40+hrs/week
 Managed customer escalations and provided brand conscious solutions.
 Brand Program Manager through coaching of customer facing guest service and cashier team.
 Responsible for obtaining branding excellence for consumer perception through customer service and sales
driven by performance metrics and brand marketing.
 Responsible for the implementation and maintenance of Target branding for promotion of sales on the
first/last impression guest experience.
Navigator Telecommunications, Business Account Manager (2003-2008) 40+hrs/week
 Project Manager for telephone installation, billing, and repair for Multi Dwelling Units (MDU).
 Maintaining the company’s MDU customer base while cultivating areas of additional revenue through
programs, add-on’s, and outside additional business acquisition.
 Researched Rates and Tariff changes sending Price Change and Regulatory Notices to all MDU, Business
and Private customers.

2. DavidA.ShoemakerJr.
David Shoemaker Page 2 of 2
Southwest Airlines, Operations and Staffing Supervisor (1998-2003) 40+hrs/week
 Managing staffing levels of a 660 agent facility.
 Manage customer escalations and provide business conscious solutions.
 Provide performance and process coaching to reservation sales agents.
 Member of the internal equipment repairs team responsible the operations of computer and phone
systems in the facility.
FMC, Field Service Technician (1988-1992) 40+hrs/week
 Managed sales, installation, service and repair for a territory that covered a business customer base from
San Antonio TX down to Brownsville.
 Maintained scheduling and customer point of contact to assure customer satisfaction.
 Maintained company vehicle and inventory levels, order management to complete service and
installation and to fulfill sales orders.
 Knowledge and use of testing equipment, hand and power tools used in the automotive, electronics
and computer industry.
Small Business Owner, Shell Service Stations, (1984-1988 then 1992-1998) 60+hrs/week
 Family and individually owned and managed full service stations of first Exxon then changing over to Shell
with the addition of fast food/convenience store in 1992.
 All areas of small business ownership and management, from Accounts P/R to Vehicle Repair and
Service.
Personal and professional references available upon request
HP 355 Ledgelawn Dr Conway AR 72034
Target 501 Elsinger Blvd Conway, AR 72032 501 328-5739
Navigator Telecommunications 8525 Riverwood Dr,North Little Rock,AR72113 501 954 4000
Southwest Airlines 5703 Kellett Rd Little Rock 72206 (closed)
FMC Corp 355 Exchange Ave Conway AR 72032 501 450 1500
Shell Service Station Owner Morrilton and Conway 501 354 1365