Family, Cooking, Nature, Peace, Time, Wisdom
Emily Forsyth
Customer Centric Professional
Orem,UT
Summary
Dynamic Senior Operations Consultant at Thumbtack with a proven track record in policy development and team leadership. Enhanced operational efficiency through innovative SOPs and training programs, achieving a 95% onboarding completion rate. Skilled in cross-functional collaboration and conflict resolution, driving continuous improvement and exceptional customer satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Operations Consultant
Thumbtack
Draper, UT
01.2023 - 07.2025
- Redesigned procedures and launched policy initiatives, enhancing operational efficiency through streamlined workflows.
- Developed impactful SOPs, RFCs, and training tools utilized by multiple support teams.
- Implemented new escalation workflows to align with policy objectives and improve customer outcomes.
- Collaborated with cross-functional teams to revise over 50 internal Knowledge Articles for accuracy and compliance.
- Assisted Trust & Safety and Legal Teams in high-impact case reviews, supporting compliant resolution frameworks.
- Mentored over 20 agents in policy interpretation and dispute resolution strategies.
- Served as point of contact for team operations during manager's absence, ensuring effective leadership.
- Facilitated professional development initiatives for agents to enhance skills and career growth.
Onboarding Manager (Concurrent Role)
Thumbtack
Draper, UT
01.2019 - 01.2024
- Facilitated onboarding for over 100 service and support agents, achieving a 95% completion rate.
- Reduced time-to-productivity by 25% through structured coaching and reviews.
- Developed tailored onboarding curricula aligned with policies across multiple service verticals.
- Spearheaded upskilling initiatives, transitioning 30+ agents from back-office to front-line roles.
- Collaborated with leadership to ensure consistency in onboarding processes and program development.
Advanced Support Agent / Support & Onboarding Manager Special Teams
Thumbtack
Draper, UT
08.2021 - 01.2023
- Led onboarding and upskilling initiatives, transitioning agents to front-line support roles.
- Served as peer escalation lead for complex cases requiring policy interpretation.
- Collaborated with QA, Trust & Safety, and Policy teams to enhance service standards.
- Analyzed trends and identified policy gaps, providing insights for enhancements.
- Cultivated cross-functional relationships to drive project success and improve customer experience.
Interim Manager
Thumbtack
Draper, UT
07.2022 - 12.2022
- Fostered collaboration and accountability by providing clear expectations to 15-person team.
- Coached team members to enhance skills, boost productivity, and support career advancement.
- Maintained performance metrics during leadership transition to ensure continuity of operations.
Support Specialist
Thumbtack
Draper, UT
03.2017 - 08.2021
- Maintained 98% customer satisfaction rating through exceptional support via chat, email, and phone.
- Mentored new agents, enhancing team performance and service quality.
- Contributed to refinement of SOPs and process improvements for operational efficiency.
- Recognized consistently for efficiency and empathetic, customer-first problem-solving approach.
Patient Services Coordinator
Alpine Pediatrics
Saratoga Springs, Utah
04.2016 - 03.2017
- Scheduled and pre-registered patients across multiple providers and offices.
- Managed daily inbound calls, ensuring accurate data entry and empathetic communication.
- Validated insurance information and clarified benefits, leading to fewer billing inquiries.
- Collaborated with providers and administrative teams to resolve scheduling conflicts efficiently.
- Assisted in onboarding new hires and provided resources for policy-related inquiries.
Customer Solutions Advanced Specialist Supervisor & Reservation Agent
JetBlue Airways
Salt Lake City, UT
03.2011 - 02.2016
- Supervised 10+ support agents, coaching to uphold quality standards and effectively manage escalations.
- Maintained KPIs, supporting real-time operations and reducing passenger removal incidents by 15%.
- Handled complex customer service issues and reservation management within fast-paced airline environment.
Education
High School Diploma -
Skills
- Team leadership
- Performance management
- Coaching and mentoring
- Cross-functional collaboration
- Project management
- Change management
- Service design and optimization
- Policy development
- Process redesign
- SOP creation
- Continuous improvement
- Workflow automation
- Training program design
- Onboarding processes
- Product knowledge enablement
- Curriculum development
- Knowledge management
- Customer service and retention
- Policy interpretation
- Conflict resolution
- Escalation management
- Customer satisfaction strategies
- Jira and Asana proficiency
- Confluence expertise
- Salesforce utilization
- Genesis familiarity
- Google Workspace skills
- Microsoft Office Suite proficiency
- Artificial intelligence applications
Certification
- AI and the Future of Work: Workflows and Modern Tools for Tech Leaders - LinkedIn Learning
- Introduction to Artificial Intelligence - LinkedIn Learning
- Introduction to Career Skills In Analytics – LinkedIn Learning
- Inbound Certification - HubSpot Academy
- Revenue Operations Certification - HubSpot Academy
- Service Hub Software Certification - HubSpot Academy
- SEO I & II Certifications - HubSpot Academy
- Cultivating Strategic and Analytical Skills in CPG Selling - LinkedIn Learning
- Sales Prospecting: How to Connect with Today's Busy Buyers - LinkedIn Learning
- The Impact of Machine Customers on Decision-Making in Sales - LinkedIn Learning
Accomplishments
- Successfully managed concurrent roles as Senior Operations Consultant and Onboarding Manager for 5+ years.
- Designed training programs adopted across multiple business verticals.
- Maintained 98% customer satisfaction rating while handling complex support cases.
- Led team through successful leadership transition as Interim Manager.
- Reduced passenger incidents by 15% through improved escalation management processes.
- Expertly Managed Escalations: Served as the primary escalation point for complex and sensitive issues, including escalations from advocates, high-level corporate escalations, and social media escalations. This role demanded proficient handling of urgent matters, ensuring swift and effective resolutions that aligned with company policies and customer satisfaction goals.
Core Competencies
Team Leadership, Performance Management, Coaching and Mentoring, Cross-Functional Collaboration, Project Management, Change Management, Service Design & Optimization, Policy & Procedure Development, Process Redesign, SOP Creation, Continuous Process Improvement, Workflow Automation, Training Program Design & Delivery, Onboarding, Product Knowledge Enablement, Mentoring & Coaching, Curriculum Development, Knowledge Management, Customer Service & Retention, Policy Interpretation & Application, Conflict Resolution, Escalation Management, Customer Satisfaction Improvement, Jira, Asana, Confluence, Salesforce, Genesis, Google Workspace, Microsoft Office Suite, Artificial Intelligence, AI Workflows
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Interests
Languages
English
Native language
Timeline
Senior Operations Consultant
Thumbtack
01.2023 - 07.2025
Interim Manager
Thumbtack
07.2022 - 12.2022
Advanced Support Agent / Support & Onboarding Manager Special Teams
Thumbtack
08.2021 - 01.2023
Onboarding Manager (Concurrent Role)
Thumbtack
01.2019 - 01.2024
Support Specialist
Thumbtack
03.2017 - 08.2021
Patient Services Coordinator
Alpine Pediatrics
04.2016 - 03.2017
Customer Solutions Advanced Specialist Supervisor & Reservation Agent
JetBlue Airways
03.2011 - 02.2016