Featured Member: Latoya Henning on HBCU CONNECT!

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Latoya Henning
Manager: Customer Relations/Restaurant Services, Distribution
Location: Atlanta, GA United States
Joined: Dec 13th, 2006

About (request update)

I have extensive experience and all things customer relations, people development claims, and operations. I also have 3 degrees with the highest one being a Doctorate in education with a focus in professional leadership practices.

Education (request update)

Lane College class of 2010

Undergrad Major: Business Administration

- College Not Listed - class of 2013

Grad Major: Business Administration

Experience

I currently work with Distribution as Manager: Customer Relations/Restaurant Services
I have 12 years of experience working in the Retail/Wholesale industry.

Manager: Customer Relations Restaurant Services | Martin Brower
From January 2022 to Current • 4 year(s)
Directed service delivery strategies for over 500 McDonald�s and CFA restaurants, focusing on operational excellence and customer experience enhancement. Partnered with cross-functional teams and vendors to execute programs aligned with brand standards and quality benchmarks. Led a Customer Relations Team of 9, improving satisfaction scores by 16% through new tools like an internal Smartsheet tracking system. Collaborated with leadership to align service operations with business goals, utilizing KPIs to monitor performance and innovate processes

Supervisor: Learning and Development | McDonald�s Corp
From April 2019 to June 2022 • 3 year(s)
Spearheaded employee training initiatives across multiple sites, ensuring consistency and high engagement through innovative content delivery. Designed and launched a scalable online learning platform, cutting training costs by 70% and increasing access. Mentored a team of Training Specialists to roll out new programs, ensuring operational readiness and alignment with corporate standards.

Adverse Subrogation Specialist | Travelers insurance
From November 2014 to April 2019 • 5 year(s)
Managed a subrogation team with a focus on claims resolution quality, customer communication, and compliance. Handled high-volume escalations and developed strategies to reduce dispute resolution time and increase recovery rates. Led process evaluations and data reporting for executive teams, supporting continuous improvement initiatives

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