Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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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, TN
01-2010

Associate of Science - Psychology

Dyersburg State Community College
Dyersburg, TN
01-1991

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
Ricky Mercer