Es Hernandez

• Strategic, data-driven Director of Internet Sales & BDC Operations with a proven record of scaling high-performance teams, optimizing lead conversion, and driving revenue across multi-rooftop automotive organizations. Expert in CRM optimization, digital retailing, KPI management, and standardized processes that improve appointment show rates, closing ratios, and customer experience. Franchise dealerships including automakers such as Nissan, Toyota and KIA.

Achieved streamlined BDC workflows and improved internet lead management through innovative AI-driven software solutions for automotive dealerships. Delivered effective automation tools that integrated with dealership CRMs, resulting in maximized conversion rates and enhanced operational efficiency.

Established and operated a family-owned trucking and logistics company. Managed fleet operations, secured
insurance and operating authority, and oversaw regional delivery contracts.

• Led regional sales operations for Tesla’s direct-to-consumer model across multiple locations. Managed and developed multi-site sales leadership and frontline teams. Executed regional sales strategy aligned with national targets and product launches. Coached teams on consultative selling, objection handling, and CX excellence. Partnered cross-functionally with Operations, Delivery, Marketing, and Customer Experience teams.

• Managed day-to-day operations for large-scale customer support and service teams. Led frontline supervisors and team leads with clear performance accountability. Monitored and improved KPIs including CSAT, FCR, SLA, and productivity. Partnered with Workforce Management on forecasting, scheduling, and capacity planning. Implemented process improvements to reduce handle time and improve customer outcomes. Supported change initiatives, system rollouts, and new program launches. Successfully supported high-volume surges during device launches and peak periods. Improved first-call resolution by 15% through workflow and training enhancements.