Kendra Hernandez
State Farm
Tempe
11
years of professional experience
Transportation professional with strong track record in logistics and supply chain management. Skilled in route optimization, fleet coordination, and safety compliance. Known for collaborating effectively with teams and ensuring operational efficiency. Adaptable and results-driven, consistently meeting evolving demands in fast-paced environments.
Work History
Transportation Specialist II
4 Years 3 Months- Assisted team leads in verifying agent process paths and assigning tasks at the beginning of shifts.
- - Manage and distribute high-priority callback requests to specialized team members for LTL (Less Than Truckload) and SWA (Shipping with Amazon) escalations issues. Monitor resolution progress and completion.
- - Conduct comprehensive investigations of high-impact escalations identified by management, including root cause analysis, assessment of downstream operational impacts, documentation of process breakdowns, identification of systemic issues, Implementation of corrective actions, and lastly follow-up with reporting to leadership.
- - Created front half day wash detailing expected volume, current volume, and available associates using excel and quip.
- - Manage and distribute high-priority callback requests to specialized team members for LTL (Less Than Truckload) and SWA (Shipping with Amazon) escalation issues. Monitor resolution progress and completion.
- - Create the Front half days’ wash (reflecting expected volume, current volume, available associates, and more using both excel and quip).
- Facilitated orientation and training for new hires, remote gate associates, and DM associates in the Click to Call role.
- - Created training planner which included KNETS, updated SOPs, and assessment materials to evaluate trainees’ comprehension levels.
- Provided mentorship to new agents, fostering their confidence and competence in problem-solving.
- - Mentor new agents to build confidence and competence in independent problem-solving.
- - Supported high-volume periods through the Click to Call system to maintain service level agreements.
- Managed processing of carrier and driver callback requests due to disruptions such as freight delays and site closures.
- - Process carrier and driver callback requests resulting from various disruptions including freight not ready, site refusal or closures, and mechanical incidents.
- - Trained to use programs such as FMC, SSP, YMS, AAP, RTT and more.
- Delivered support to TOM team associates and Transportation Area Managers by processing simulation tickets for incidents and driver assignments.
- - Provide support for TOM team associates and Transportation Area Managers (TAMs) by processing simulation tickets related to In-yard accidents, TOM tour rejections, Driver assignments and more.
- - Facilitated communication between TOM drivers and TAMs via digital platforms (Chime and Slack) to ensure accurate service request interpretation and implement solutions.
Customer Service Sales
9 Years 7 Months- Role: Sales Associate
- - Generated revenue growth by introducing new insurance products to existing and potential clients.
- - Identified coverage gaps and tailored conversations to address specific client solutions.
Customer Service Mortgage
1 Year 2 Months- Managed escrow accounts effectively
- - Addressed customer service inquiries efficiently and accurately.
- - Analyzed escrow accounts and forecasted annual surplus/shortage positions to ensure accurate customer billing and regulatory compliance pertaining to the client’s mortgage.
- Conducted mortgage data analysis
- - Assessed customer data to identify issues and recommend actionable solutions.
- - Resolved customer service inquiries with accuracy and efficiency.
Education
High School Diploma
Skills
Transportation operations
Root cause analysis
Problem-solving
Critical thinking
Telephony skills
Customer follow-up
Client loyalty management
Sales techniques
Goal-oriented
Active listening
Timeline
Transportation Specialist II
Amazon
05.2022 - CurrentRead More
Customer Service Sales
State Farm
01.2017 - CurrentRead More
Customer Service Mortgage
JP Morgan Chase
04.2015 - 06.2016Read More
South Pointe High School
High School Diploma
Read More