Hi, I’m
Herbert Shockley
Clarksville,United States (+1)
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences. Knowledgeable and dedicated customer service professional with extensive experience in work management industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Seasoned Customer Associate with 30 years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.
Overview
41
years of professional experience
Work History
Bank OZK Operations
CSA II
03.2018 - Current
Job overview
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Informed customers about special promotions and provided detailed information for various products.
- Promoted available products and services to customers during service, account management, and order calls.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services
- Provided training and support to new associates to help provide high-quality customer service
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Maintained up-to-date knowledge of product and service changes
- Helped large volume of customers (c50-70) every day with positive attitude and focus on customer satisfaction
AR07 Solar Farm
Laser Alignment Lead
02.2017 - 01.2018
Job overview
- Conducted audit inspections and independent checks to verify parts and materials.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Oversaw logistics and inventory management for storeroom.
- Maintained organized work area by cleaning and removing hazards.
- Inspected finished products for quality and adherence to customer specifications.
- Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
- Trained new staff members on safe and efficient production procedures and proper machine operations.
- Prepared reports and technical documentation of day-to-day production processes.
- Collaborated with other departments to optimize production workflows.
- Tested products or subassemblies for functionality or quality and troubleshot problems with equipment, devices, or products.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
- Inspected products and machines to maintain quality and efficiency.
Walmart SC
WalMart Sales Associate
03.2005 - 08.2017
Job overview
- Engaged with customers to build rapport and loyalty.
- Trained new employees on customer service, money handling and organizing strategies.
- Informed customers of promotions to increase sales productivity and volume.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Built relationships with customers and community to promote long term business growth.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Maintained current knowledge of evolving changes in marketplace.
- Presented professional image consistent with company's brand values.
- Answered customer questions about sizing, accessories, and merchandise care.
- Managed returns, exchanges and refunds in accordance with store policy.
- Engaged with customers to effectively build rapport and lasting relationships.
- Contributed to event marketing, sales and brand promotion.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Achieved or exceeded company-defined sales quotas.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Solved customer challenges by offering relevant products and services.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Helped customers locate products and checked store system for merchandise at other sites.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
US Beef (dba Arbys)
Assistant Manager
01.2004 - 03.2005
Job overview
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Created employee schedules to align coverage with forecasted demands.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Launched quality assurance practices for each phase of development
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Monitored security to protect employees, customers and property.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Mentored team members to enhance professional development and accountability in workplace.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Mentored team members to enhance professional development and accountability in workplace
Various
Journeyman Machinist
01.2000 - 06.2004
Job overview
- Operated drill presses, lathes and milling machines to produce required parts.
- Calibrated and aligned machine components for proper functioning.
- Supported recordkeeping by logging daily production, scrap rate and machine maintenance data.
- Lubricated parts and performed minor and preventive maintenance to improve machine function and increase lifespan.
- Measured, examined or tested completed units to check for defects and verify conformance to specifications using precision instruments such as micrometers.
- Read and interpreted blueprints, technical drawings and schematics to determine parts dimensions.
- Adjusted machine settings to reduce waste and improve efficiency.
- Inspected completed parts to verify compliance with specifications and quality standards.
- Monitored equipment to detect and report malfunctions and prevent accidents.
- Used CNC and manual equipment to perform both initial and final machining.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Completed projects on time and under budget and maintained equipment and tools.
- Studied sample parts, blueprints or engineering information to determine methods or sequences of operations needed to fabricate products.
- Studied daily work instruction, sketches, drawings, blueprints, and manuals to determine dimensions and tolerances accurately.
- Utilized micrometers and calipers to measure and verify precise tolerances.
- Used various precision measuring instruments to check workpiece accuracy.
- Collaborated with engineers and other machinists to develop optimal machining processes.
- Trained and mentored new and existing machinists on proper machining techniques.
- Worked with team members to improve production processes and procedures.
- Manually set up machinery, lathes, and grinders.
- Inspected and measured machined parts for conformance to specified tolerances.
- Developed jigs, fixtures and tooling to meet production requirements.
- Repaired and maintained machine tools, fixtures and other production equipment.
- Operated CNC and manual lathes, mills and drill presses to produce precision machined components.
- Devised and implemented process improvements to enhance production.
State Of Arkansas
Building Maintenance Technician
02.1988 - 08.2000
Job overview
- Detected and repaired machinery faults using electrical and manual testing methods.
- Maintained facility to foster clean environment free from litter, dust, and pollutants.
- Completed troubleshooting and diagnostic procedures to diagnose problems with equipment and systems.
- Supervised maintenance functions, working collaboratively with sanitation crews on shop floor upkeep and repairs.
- Utilized variety of tools and test equipment to troubleshoot and diagnose equipment malfunctions.
- Replaced worn or broken parts on machines and equipment.
- Followed instructions from supervisor regarding daily job tasks and duties.
- Operated forklifts and other heavy equipment to load or unload trailers.
- Wrote and revised maintenance procedures.
- Worked quickly on emergency requests in order to minimize disruptions to operations.
- Safely and effectively handled wide range of cleaning products and solutions.
- Performed scheduled maintenance on electrical, plumbing, and HVAC systems.
- Repaired large HP Boilers and HVACR equipment to keep production moving at optimal efficiency.
- Positively engaged with customers and maintained professional appearance as company representative.
- Inspected buildings, grounds, and equipment for unsafe or malfunctioning conditions.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
- Conducted regular inspections of equipment to promptly identify issues that could cause machinery malfunctions.
- Installed and maintained plumbing and HVAC systems.
- Executed tasks within time and budget constraints.
- Evaluated systems and facility infrastructure to ascertain and improve operational efficiencies.
- Optimized work readiness with effective gathering of parts and supplies in alignment with specifications.
- Organized and maintained inventory of spare parts and equipment consumables.
- Reported issues to property manager so effective resolutions could be put into place.
- Performed preventive maintenance and repairs on various types of equipment.
- Inspected, tested and adjusted mechanical and electrical systems to facilitate proper functioning.
- Repaired and replaced pumps, valves and motors.
- Diagnosed and repaired complex mechanical and electrical systems.
- Carried out building updates such as painting surfaces, replacing fixtures, and reorganizing rooms.
- Drove compliance with regulations, building codes, and health and safety standards.
- Coordinated with various department to address quality issues, vendor qualifications and assessments.
USN USS Ticonderoga CG47
Propulsion Fuels and Lube Oils Lab King
01.1982 - 01.1988
Job overview
- Kept shop areas neat, clean, and free of safety hazards.
- Visited shipyards to observe work and identify concerns.
- Supported project planning and execution for research development, investigations, analyses and testing.
- Designed complete hull and superstructure to conform with safety, efficiency and economy standards.
- Evaluated ongoing work to check progress and maintain pace against schedule demands.
- Conducted periodic rounds and inspections of machinery spaces.
- Utilized best practices and troubleshooting techniques to resolve machinery issues.
- Supervised other engineers and crew members and trained for routine and emergency duties.
- Conducted stability analyses by simulating loads, responses and motion to enhance project designs.
- Supervised and trained engineers and crew members on routine and emergency duties.
- Performed naval architecture calculations for hydrostatic, weight distribution and other factors.
- Prepared and distributed daily reports on crews, milestones, issues and progress.
- Made recommendations to government on status of engineering and technical issues and provided estimated repair dates.
- Implemented safety processes and procedures and made crew members aware of contingency plans for dangerous cargo spills.
- Oversaw preventive maintenance of air compressors and turbine generators.
- Interpreted and analyzed tests and data results to optimize performance and operational capacities.
- Oversaw complete project life cycles from initial concepts to final walk-throughs and inspections of vessels.
- Maintained adherence to appropriate health and safety standards to protect crew members and reported promptly on issues of concern.
- Supervised junior staff team and provided technical assistance and advice to enhance performance and productivity.
- Calculated requirements to properly maintain levels and quality of DFM, JP5, various synthetic oils, and Potable water.
Education
Arkansas Tech UniversityRussellville, AR
Bachelor of Arts from Psychology / Rehabilitation
05.1982
University Overview
- Professional Development: [Subject]Drafting
Skills
- Account Management
- Inbound and Outbound Calling
- Safety Regulations
- Presenting Solutions
- Project Management
- Customer Service and Assistance
- Exceptional Communicator
- Customer Relationship Management
- Quality Assurance
- Inventory Control
- Corrective Actions
- Product Knowledge
- Problem Resolution
- Customer Complaint Resolution
- Employee Management
- Multi-Line Phone Systems
- Retail Marketing
- Stock Replenishment
- Cross-Functional Team Collaboration
- Instrumentation Specification
- Understanding Customer Needs
- Call Transfers
- Station Preparation
- Clerical Support
- Investigate Claims
- Fuel Logs
- Telephone Reception
- Facility Tours
- Chemical Reactions
- Trained in Salesforce
- Document and Records Management
- Calm and Professional Under Pressure
- Administrative and Office Support
- Safe Work Practices
- Call Volume and Quality Metrics
- Field Operations Support
- Negotiation
- Policy and Procedure Adherence
- Complex Product Knowledge
- Reading Comprehension
- Email Etiquette
- Invoice Preparation and Processing
- Cultural Awareness
- Customer Data Confidentiality
- Customer Account Management
- First-Tier Technical Support
- Replenishment Processes
- Speaking Clearly
- Prioritizing Calls
- Complex Problem-Solving
- Software Troubleshooting
- Complaint Escalation
- Verbal Communication
- Correcting Discrepancies
Accomplishments
- Supervised team of 12 = 20 staff members.
- Achieved optimal results by programming basic language for Building plant operations..
- Achieved optimal machine operations by developing and implementing vibration analysis with accuracy and efficiency.
- EEO/Grievance Officer under Bill Clinton for State Building Services
- Locksmith for State building Services.
- Supervised Security and Janitorial services for #1 Capitol Mall.
Affiliations
- Freemason
Timeline
CSA II
Bank OZK Operations
03.2018 - Current
Laser Alignment Lead
AR07 Solar Farm
02.2017 - 01.2018
WalMart Sales Associate
Walmart SC
03.2005 - 08.2017
Assistant Manager
US Beef (dba Arbys)
01.2004 - 03.2005
Journeyman Machinist
Various
01.2000 - 06.2004
Building Maintenance Technician
State Of Arkansas
02.1988 - 08.2000
Propulsion Fuels and Lube Oils Lab King
USN USS Ticonderoga CG47
01.1982 - 01.1988
Arkansas Tech University
Bachelor of Arts from Psychology / Rehabilitation
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