Crista Mejia
Ringgold,GA
Summary
Dynamic Sr. Operations Manager at Covenant Transport with a proven track record in Key Account Management and Strategic Planning. Enhanced productivity and reduced operational risks through effective KPI Reporting and Cross-functional Collaboration. Cultivated strong client relationships while training teams to excel in performance metrics, driving significant improvements in operational efficiency.
Overview
12
12
years of professional experience
Work History
Sr. Operations Manager
Covenant Transport
03.2025 - Current
- Oversaw workforce management planning, volume predictions and capacity planning.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Reduced operational risks while organizing data to forecast performance trends.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Managed a team to execute 3,228 loads in a month period.
- Contributed to the success of project start ups.
- Assisted in recruiting, hiring and training of team members.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Brokerage Operations Manager
Covenant Transport
02.2024 - 03.2025
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Tracked 6 employees attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced operational risks while organizing data to forecast performance trends.
- Interacted well with customers to build connections and nurture relationships.
- Increased profit by streamlining operations.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
Dedicated Operations Lead
Covenant Transport
10.2022 - 02.2024
- Oversaw problem resolution to address barriers to operational efficiency.
- Conducted regular reviews of operations and identified areas for improvement.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Managed and allocated staff and material resources to meet production goals.
- Maintained database systems to track and analyze operational data.
- Planned operations and activities, and led projects.
- Trained 3 new employees in 2023.
Customer Experience Representative III
Covenant Transport
01.2021 - 10.2022
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Handled 30+ incoming calls a day.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
Dedicated Capacity Representative II
Covenant Transport
10.2018 - 12.2020
- Negotiated shipping contracts and rates to establish budget friendly agreements.
- Developed and maintained relationships with shipping vendors to achieve reliable delivery of orders and boost rapport.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Supported reporting, accounting and recordkeeping staff with accurate updates regarding shipment information.
Assistant Spa Manager
Spa At The Barn
01.2018 - 10.2018
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
- Maximized efficiency through time management and staff supervision to boost productivity.
- Greeted spa guests warmly to create positive first impression of establishment.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Utilized promotions, print and digital marketing to attract new clients.
- Led spa tours for new members to familiarize guests with services provided.
- Conducted regular staff meetings, informing team members of new spa services and policies.
- Inspected salon stock, identifying shortages, replenishing items and maintaining consistent spa inventory.
- Developed and implemented marketing and promotional strategies to increase awareness of spa and attract new customers.
Customer Service Team Lead
Name Tag Country
05.2013 - 01.2015
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Took cash and credit card payments via phone, in person, and through email.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Attracted potential customers by answering questions and suggesting information about other products and services.
Education
Licensed Massage Therapist - Massage Therapy
Chattanooga Massage Institute
Hixson, TN08-2009
Skills
- KPI reporting
- ROI management
- Technology integration
- Logistics management
- Procedure optimization
- Strategic planning
- Operational excellence
Accomplishments
- Supervised team of 12 staff members.
- Documented and resolved service issues which led to additional awarded contracts.
- Achieved being the top Carrier by completing FourKites integration with accuracy and efficiency.
Languages
Spanish
Native or Bilingual
Timeline
Sr. Operations Manager
Covenant Transport
03.2025 - Current
Brokerage Operations Manager
Covenant Transport
02.2024 - 03.2025
Dedicated Operations Lead
Covenant Transport
10.2022 - 02.2024
Customer Experience Representative III
Covenant Transport
01.2021 - 10.2022
Dedicated Capacity Representative II
Covenant Transport
10.2018 - 12.2020
Assistant Spa Manager
Spa At The Barn
01.2018 - 10.2018
Customer Service Team Lead
Name Tag Country
05.2013 - 01.2015
Licensed Massage Therapist - Massage Therapy
Chattanooga Massage Institute
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