Caleb Mercer, MBA

Experience

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  City of Chesapeake

  Jun 2019 - Mar 2021

  Chesapeake Sheriff's Office

  Major Responsibilities:I have conducted thorough, unscheduled cell inspections to detect and confiscate contraband, ensuring a safe environment for all. I have documented offender activities and infractions, maintaining meticulous records to support institutional order and legal compliance. I have overseen and regulated inmate conduct during high-risk periods such as meal and shower times, enforcing rules and administering disciplinary measures when necessary. I have fostered and sustained professional relationships with inmates, fostering a climate of mutual respect and facilitating informal conflict resolution. I have directed comprehensive investigations into incidents, gathering evidence and preparing detailed reports for review by senior officials.Key Deliverables:• Executed proactive measures to prevent disturbances, contributing to a marked reduction in inmate altercations.• Identified and eradicated contraband through strategic cell searches, enhancing facility security.• Documented and reported on inmate behavior with precision, aiding in the maintenance of institutional control and safety.• Established rapport with inmates that balanced authority with approachability, promoting cooperative detention environment.• Led investigative efforts with diligence, ensuring thoroughness and accuracy in incident reporting. Show less

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  GEICO

  Sept 2021 - Jan 2024

  Auto Service Supervisor

  Major Responsibilities:I have enhanced customer service protocols through regular performance evaluations and targeted feedback for support staff. I have orchestrated scheduling and attendance tracking to ensure optimal shift coverage and service availability. I have administered payroll processes, ensuring precise timekeeping and wage distribution for team members. I have supervised call quality and customer interactions to maintain high service standards and resolve issues promptly. I have directed staff development through comprehensive training and mentorship, setting clear performance goals and improvement strategies.Key Deliverables:• Raised customer satisfaction by promptly addressing and resolving escalated service issues.• Implemented a structured schedule system, achieving shift coverage objectives and minimizing understaffing incidents.• Streamlined payroll management, verifying and processing accurate time reports for efficient team compensation.• Conducted thorough reviews of staff-customer communications, enhancing service quality and representative accountability.• Developed and executed targeted action plans, fostering staff skill enhancement and performance elevation. Show less

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  Amazon

  Jan 2024 - now

  Area Manager II

  Major Responsibilities:I have been overseeing the successful launch and operation of a Wednesday to Saturday sort center shift, mastering the process within one month. I have been developing and mentoring leaders for critical training roles, preparing three out of four leadership assistants for the back half night's team. I have been addressing and resolving issues with problem solve piles by identifying root causes and implementing effective solutions, benefiting four shifts. I have been managing to maintain a high volume of output with less than half the associate headcount of comparable shifts. I have been challenging established site patterns, leveraging data and support teams to drive process improvements that align with company standards.Key Deliverables:• Launched new sort center shift, rapidly achieving operational proficiency and leading only profitable shift during initial period.• Selected and developed strong leaders, with three mentored individuals securing team lead positions.• Devised and executed a strategy to reduce problem solve build-up, significantly improving efficiency across multiple shifts.• Managed to deliver nearly the same output as the larger front half-day shift, demonstrating exceptional resource optimization.• Received highest employee survey scores for team interactions, reflecting strong leadership and relationship management skills. Show less