Emmalyn Foerster
American Fork,UT
Summary
Customer Service and Operations Leader with a proven track record in building high-performing BPO and call center teams. Skilled in improving customer satisfaction, optimizing processes, and achieving KPIs across multi-site operations.
Overview
9
9
years of professional experience
Work History
Customer Success & Operations Manager
Connexus Resource Group
Remote
2019.01 - 2025.09
- Streamlined workflows and implemented process improvements, enhancing productivity, reducing costs, and consistently exceeding key performance indicators (CSAT, SLA, resolution rate).
- Designed and delivered training programs while conducting performance evaluations, elevating staff skills, reducing attrition, and ensuring compliance with company standards, HIPAA, and PCI.
- Managed budgets, optimized resource allocation, and led multiple concurrent projects to support operational efficiency and scalability across high-volume BPO environments.
- Collaborated with cross-functional teams and clients to resolve complex inquiries, strengthen relationships, and drive contract renewals, and satisfaction improvements.
- Built and scaled high-performing teams, launching operations with 10–1,100 employees and managing a core team of 50–150 through seasonal fluctuations.
Training Manager
ROI Solutions
American Fork
2017.01 - 2019.01
- Facilitated development of trainers to ensure consistent delivery of high-quality programs for groups of up to 700.
- Accelerated speed to proficiency and decreased attrition through enhanced engagement strategies.
- Standardized SOPs and training materials to improve scalability across programs.
- Worked alongside leadership to pinpoint skill gaps and deploy targeted learning initiatives.
Education
Bachelor of Science -
Utah Valley University
Orem, UT01.2022
Skills
- Customer Relationship Management
- Client Retention & Satisfaction
- Complaint Resolution & Escalation
- Forecasting & Volume Management
- Team Leadership & Staff Development
- Recruitment, Onboarding & Training
- Performance Coaching & Evaluation
- BPO / Call Center Operations Management
- Process Improvement & Workflow Optimization
- KPI Monitoring & Reporting
- Quality Assurance & Compliance
- Multi-Site Coordination
- CRM Software Knowledge
References
Available Upon Request
Timeline
Customer Success & Operations Manager
Connexus Resource Group
2019.01 - 2025.09
Training Manager
ROI Solutions
2017.01 - 2019.01
Bachelor of Science -
Utah Valley University