Latasha Hernandez, Mba Email & Phone Number

United States

Renton, Washington, United States

My role focuses on customer satisfaction, ensuring that our dealers receive the support and resources they need to process claims and returns efficiently. I believe that when our dealers are successful and satisfied, it reflects positively on our team and helps us achieve our goals and metrics. I manage a team consisting of one supervisor and eight analysts. Together, we handle claims and returns for the United States and Canada. Our work significantly impacts our warehouses and external suppliers, so I frequently travel to these locations to oversee their processes and ensure timely crediting to our dealers. We use Salesforce and MIZE as our claims platforms which allows us to streamline our operations and improve overall efficiency. I drive and create all dealer-facing communication for Credits and Returns across the company. I have developed comprehensive training documents, online videos, and in-person training sessions for our dealerships. By empowering our dealers with these resources, I enable them to get more claims approved and credited faster, which in turn enhances their satisfaction and success. My daily routine involves close collaboration with various departments. Effective communication with these teams is crucial because credits negatively impact sales. In my role, I have made significant strides in increasing productivity, efficiency, and accuracy within the Credits and Returns Department. I have completed several Six Sigma projects, which have helped streamline our processes and improve overall performance, increased dealer usage of our online returns portal, and significantly boosted dealer satisfaction. One of my major accomplishments has been the creation and implementation of new productivity goals and metrics that were not previously in place. These metrics have allowed us to hold our analysts accountable and provide them with clear objectives to strive for, fostering a culture of continuous improvement and excellence.

Renton, Wa

I oversaw inbound and outbound shipments within our Renton, WA warehouse. My role directly impacted trailer backlog, fill rate, picking and stocking productivity, quality shipments, inventory control, Six Sigma process improvements, and employee development and training. It was instrumental in expanding my truck part knowledge and understanding warehouse operations comprehensively. I mastered my role quickly, becoming the most senior person in the department. It equipped me with the ability to manage all aspects of the warehouse and step in for other supervisors when needed. Additionally, I completed two productivity and standardization projects that significantly benefited the warehouse. I managed the parts warehouse operations, ensuring compliance with safety regulations and optimizing efficiency in inventory management were key aspects of my role. I demonstrated flexibility in adapting to the fast-paced environment driven by customer demands. One of my significant contributions was implementing Six Sigma methodologies to monitor and evaluate warehouse performance. Through data-driven continuous improvement projects, we were able to enhance our processes and outcomes. I also developed strategic learning recommendations, integrating best practices into daily dealership operations through the creation of new training content. My efforts in improving warehouse efficiency and productivity were recognized with the Gold Distribution Performance Excellence award. This award highlighted the notable improvements we achieved, such as increasing productivity by 15% through changes in bulk stocking locations. Motivating a team of 24 warehouse associates was another key aspect of my role. By fostering skill development and performance enhancement, we improved our fill rate to 95% and accuracy to 98%. I took pride in leading a team that consistently met and exceeded performance metrics, ensuring high-quality shipments and efficient inventory control.

Renton, Washington

I focus on PACCAR dealer retention in our monthly flyer program. I ensure all marketing assets are published without errors. I focus on dealer training to separate themselves from their competitors.

Renton, Washington

I managed PACCAR dealer and independent service providers payment after providing emergency or maintenance service to a vehicle.

I was a Call Center Specialist and Payment Specialist at PACCAR Parts. I assisted drivers with aftermarket service and emergency roadside assistance. The call center is important to PACCAR because it creates a relationship with customers after purchasing from a dealership by providing aftermarket support. This aftermarket support is what keeps separates PACCAR from competitors and encourages returning customers. I was extremely diligent, accurate, and friendly when supporting my customers.

Washington, United States

As a Property Manager, I oversee multiple rental properties, handling maintenance, leasing, property management, and accounting. My role requires a versatile skill set, including hands-on maintenance, efficient leasing practices, and financial management. I ensure the seamless operation of properties, fostering positive tenant relationships and optimizing overall property value.

I exceeded all sales goals and received exceptional customer service feedback. At Wells Fargo I helped people make good financial decisions, kept the volt and cash in balance, help the store prepare for audits, and process paperwork meticulously.

Master Of Business Administration (Mba)

Activities and Societies: Treasurer of Master of Business Association

Bachelor Of Science (Bs), Psychology