Latia Foster

Led the transformation of global CX operating models across HQ and BPO support environments to improve scalability, operational efficiency, service performance, and workflow ownership. Redesigned escalation structures, staffing alignment, shift coverage, and team responsibilities while implementing Centers of Excellence, standardized workflows, and governance processes to support sustainable global operations and measurable KPI improvements.

Led AI-driven automation and workflow optimization initiatives to improve operational efficiency, scale global CX operations, and reduce manual effort across support workflows. Partnered cross-functionally to implement automation solutions, optimize CRM processes, and improve resolution speed, team efficiency, and customer experience outcomes.

Led a full transformation of the Help Center by auditing and restructuring 300+ articles, implementing governance, and improving SEO and discoverability. Built a scalable knowledge framework that improved self-service and supported both customer experience and revenue engagement.

Led operational design, business requirements development, and cross-functional coordination for the implementation of the MOVE (Member One View Experience) platform across multiple credit union environments. Partnered with developers, IT, and operational stakeholders to define system requirements, user access structures, workflow functionality, API-driven data handling, and governance processes to support secure, scalable operations within a shared services (CUSO) environment.

Designed and implemented process automation and workflow solutions supporting Robotic Process Automation (RPA) initiatives across multiple credit union environments. Partnered cross-functionally with IT, developers, and operational stakeholders to improve workflows, streamline processes, and enhance user experiences through scalable system and process improvements.