Laticia Tolentino

Laticia Tolentino is a customer experience and learning and development professional with 15 years of customer service experience, including six years in the automotive industry. She currently serves as a CCC Training Advisor with Mercedes-Benz USA, where she focuses on developing employees, strengthening customer experiences, and turning knowledge into action. Her career at Mercedes-Benz has also included roles as a Senior Quality Analyst, Executive Referral Manager, and Special Project Liaison, giving her broad experience in quality, operations, culture, and customer engagement.

Throughout her career, Laticia has demonstrated a strong commitment to employee development and organizational culture. During her time as a Senior Quality Analyst, she helped ensure communications aligned with brand expectations while contributing to culture and employee engagement initiatives. One of her notable achievements is the development and piloting of the Guiding Stars framework, which established 10 brand standards for engaging with customers, dealerships, and employees. Her work has earned recognition including the MBUSA Customer Excellence Award in 2025, recognition from the Energize Impetus leadership team in 2024, and Top 40 Under 40 honors.

Laticia earned her marketing education at Bentley University after attending Rivers in Western Massachusetts through the METCO program. Beyond her professional responsibilities, she has demonstrated a longstanding commitment to leadership, mentorship, and community involvement through organizations such as the National Black MBA Association, Young Black Women's Society, and volunteer initiatives supporting families and youth. Her approach to training is rooted in passion, relatability, and genuine connection, with a focus on making people feel seen, supported, and capable of improving their performance. Through her work, Laticia continues to inspire others while contributing to a culture of excellence, growth, and meaningful customer experiences.