Kaitlyn Foulds

About Kaitlyn Foulds

At Evolve, leadership and innovation are at the heart of my role, where I\'ve successfully guided a dynamic team of 18 frontline leaders, fostering their development and enhancing customer satisfaction by 35%. The introduction of targeted training programs and performance evaluations has led to a 50% uplift in productivity, particularly in customer retention.My focus on operational effectiveness is evidenced by the establishment of a new department, which has significantly improved team effectiveness through the implementation of scalable processes and precise forecasting with SQL. These enhancements have been instrumental in anticipating staffing needs and optimizing hourly operations. My commitment to fostering cross-functional collaboration has further elevated the guest experience, ensuring that strategic partnerships translate into tangible service improvements.

Experience

1. Manager, Team Leads

   Evolve

   Mar 2023 — Present · Denver, CO, US

   Leadership and Team Development-Guided and empowered 18 frontline customer experience leaders, nurturing their coaching and mentorship abilities to cultivate future managers-Introduced training programs for stronger customer relationships, increasing satisfaction by 35%-Enhanced team performance through evaluations, resulting in a 50% productivity boost in customer retention.Operational Enhancements-Established and led a new team lead department, implementing metrics and scalable workflow processes that significantly enhanced team effectiveness-Deployed real-time year-over-year forecasting with SQL to precisely anticipate staffing requirements and hourly needs.Cross-Functional Collaboration and Innovation-Collaborated across functions to implement \"Trip Assist\" product enhancements, resulting in a 50% improvement in system functionality.Best Practices Implementation-Led the development of best practices, reducing contra revenue by 53% through collaborative efforts across departments, driving substantial improvements.

Education

• University of Massachusetts Amherst

  Bachelor’s Degree

  2009 — 2013

• Southern New Hampshire University

  Master of Business Administration (M.B.A.)

  2016 — 2020