Ricky Mercer
Humboldt,TN
Summary
Dynamic professional with a proven track record at Digital Factory Network, excelling in customer service and team leadership. Leveraged critical thinking to enhance workflows, boosting team productivity. Skilled in AutoCAD, I developed precise mechanical designs and documentation, ensuring quality standards were met while fostering strong relationships with clients and colleagues.
I
Overview
14
14
years of professional experience
Work History
Answering Service Operator
Answernet
09.2024 - 03.2025
- Relayed and transcribed written and verbal messages to personnel.
- Managed a high volume of inbound calls while accurately documenting interactions in the company database.
- Delivered outstanding service under pressure during high-call-volume periods without compromising quality or efficiency standards.
- Collaborated with team members on continuous improvement initiatives to optimize service delivery processes.
Supervisor, Office Manager
Digital Factory Network
10.2012 - 09.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Mechanical Drafter
Resource-Tek
02.2011 - 11.2011
- Built 3D models with AutoCad to outline machinery designs for production teams.
- Incorporated text comments and instructions to finalize drawings and guide installers or production staff.
- Created scale and full-size blueprints for mechanical needs, highlighting all aspects of mechanical designs.
- Wrote paint standard for all Western Hemisphere locations.
- Built library of drawings for service and maintenance use.
Education
Associate of Applied Science - Mechanical Drafting
Tennessee College of Applied Technology
Newbern, TN01-2010
Associate of Science - Psychology
Dyersburg State Community College
Dyersburg, TN01-1991
Skills
- Customer service
- Building relationships
- Quality standards
- Computer skills
- Typing skills
- Excellent communication
- Critical thinking
Accomplishments
- Supervised team of 4 staff members.
- Collaborated with team of 3 in the development of National paint standard.
- Achieved Office Transfer by completing moving with accuracy and efficiency. Accomplished task in one day without losing any employee time at usual tasks.
Timeline
Answering Service Operator
Answernet
09.2024 - 03.2025
Supervisor, Office Manager
Digital Factory Network
10.2012 - 09.2024
Mechanical Drafter
Resource-Tek
02.2011 - 11.2011
Associate of Applied Science - Mechanical Drafting
Tennessee College of Applied Technology
Associate of Science - Psychology
Dyersburg State Community College
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