Don Freeman

About Don Freeman

I am a results-driven professional with extensive success in opening and leading large international 7/24 customer service organizations. My expertise lies in creating customer retention solutions, implementing innovative call center strategies, and optimizing speed-to-contact and contact strategies. I have a broad range of experience across competitive industries such as education, telecommunications, direct sales, public utility, insurance, and transportation. During my tenure with Sprint in an executive-level position, I successfully launched two sizable 24/7 call centers. Notably, one of these centers became operational with 300 agents in under 3 months. My outstanding performance in this role led to subsequent promotions as Operations Manager and General Manager of Operations at Sprint\'s largest international long-distance call center. This significant responsibility allowed me to leverage my expertise and make substantial contributions to award-winning achievements, which continue to be recognized today. In this capacity, I had oversight of an organization comprising more than 800 employees, providing round-the-clock customer service to multiple clients in 15 languages and managing a monthly volume of over 2 million calls. With a proven track record, I excel in coordinating comprehensive business plans for deploying IP-based contact centers and guiding large, multilingual call center teams to deliver award-winning customer service and achieve superb performance metrics. I have a knack for transforming organizations, controlling costs, optimizing ROI, and successfully managing call center operations during open and close operations. My specialties include customer service excellence, call center management, CX contact center, new call center design and start-up, cost reduction, workforce management, call center forecasting, call center metrics, lead speed-to-call strategy, call center staffing and scheduling, technology/system planning, pricing and profit margins, multimillion-dollar client contract management, inbound/outbound/blended environments, VoIP, and vendor management. I am highly experienced in creating positive call center environments and cultures, leading process redesign and change management initiatives, transforming declining businesses, and tracking performance and benchmarking results. My leadership development skills and strategic planning expertise have been instrumental in driving success. I bring a market-savvy and technically adept approach to developing system innovations that drive business growth.

Experience

1. Contact Center Director

   Ruffalo Noel Levitz

   Mar 2021 — Present · Phoenix, AZ, US

   In my role as the Contact Center Director at Ruffalo Noel Levitz, I lead the call center operations, both inbound and outbound, with a focus on speed-to-contact strategies. I provide strategic planning to support campus and central enrollment services, ensuring the achievement of objectives and delivering an exceptional level of service.Key Responsibilities:• Lead strategic initiatives to optimize call center operations and enhance customer experience.• Spearhead speed-to-contact strategies, achieving a 96% speed-to-contact rate within 5 minutes.• Drive cross-functional collaboration to support enrollment services and meet performance objectives.• Implement cutting-edge technologies to improve efficiency and service quality.

Education

• University of Phoenix

  Bachelor of Science, Business Management, Business Administration and Management, General

• Western International University

  Master of Arts in Innovative Leadership, Business Management

  2010 — 2013