Karelia Mercado-Ferrer
Summary
Operations-driven leader with many years of diverse experience leading productive teams, cross-functional execution, and customer experience, with a track record of turning daily reporting into action that improves results. Collaborating with non-profit organizations while impacting the community through meaningful partnerships. Skilled in building repeatable processes, supporting brand presentation, partnering across teams, and reporting insights to leadership to drive engagement, traffic, and conversion.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Overnight Manager
Walmart
Deltona
11.2025 - Current
- Oversee total store operations for a $120M retail location, leading a team of 30+ associates to execute freight processing, inventory replenishment and operational workflows.
- Improved team retention and productivity by implementing structured training and coaching programs.
- Supervised operational compliance with safety, shrink reduction, and loss prevention standards.
Digital Operations Manager
Walmart
Deltona
06.2023 - 06.2025
- Led an exceptional digital team of 80+ associates to deliver the fastest fulfillment times in the Southeast Business Unit (99.86% On-Time Delivery) while achieving high digital sales performance.
- Analyzed delivery demand trends using Pickup PRO Webtool monitoring weekly order cap increases.
- Built repeatable operations systems and scheduling frameworks to improve speed, accuracy, and customer experience across digital touchpoints.
Digital Team Lead
Walmart
DeLand
05.2021 - 06.2023
- De-escalated complex customer issues regarding order accuracy or delivery delays, turning negative experiences into 5-star Net Promoter Scores (NPS)
- Optimized picking and dispensing workflows maintaining consistent Pre-sub rates of over 95% and On-Time Pick rate over 98%.
- Audited nil picks daily collaborating with stoking and salesfloor teams to ensure accurate on-hand counts and minimize out-of-stocks.
Education
Bachelor of Science - Business Administration
Columbia Southern University
Orange Beach, AL 09.2017 - 10.2021
Google: Foundations Of Digital Markteting & E-commerce -
Coursera
Skills
- Data Analysis
- Operations Management
- Inventory management
- Customer relationship management
- Team building
- Problem Solving
- Performance coaching
- CRM tools
Languages
Spanish
Native/ Bilingual
Accomplishments
- Associate of the Month 2017.
- Shrink Buster Award 2018.
Reference
References:
- Jennifer Jones (Store Manager): 407-401-2315
- Terry Alli (Store Lead): 386-871-9365
Timeline
Overnight Manager
Walmart
11.2025 - Current
Digital Operations Manager
Walmart
06.2023 - 06.2025
Digital Team Lead
Walmart
05.2021 - 06.2023
Bachelor of Science - Business Administration
Columbia Southern University
09.2017 - 10.2021
Google: Foundations Of Digital Markteting & E-commerce -
Coursera