Rachel Freenock
SVP Specialty Service Unit Sr Department Manager @KeyBank
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WORK HISTORY
SVP Specialty Service Unit Sr Department Manager @KeyBank
Cleveland, OH, US
Led strategy, performance, and client experience for 3 major inbound contact center lines of business: Retirement Servicing, Inbound Sales, and Wealth Client Servicing. Oversaw a cross functional team driving innovation, service quality, change management and operational efficiency in a highly regulated environment.
EDUCATION
Clarion University of Pennsylvania
Bachelor of Science (B.S.), Liberal Arts and Sciences, General Studies and Humanities
SKILLS
ABOUT RACHEL FREENOCK
As a Senior Vice President with 15+ years of experience leading and executing strategy, performance, and client experience, I specialize in transforming service models into strategic, scalable operations. My leadership spans across the banking industry including retirement servicing, inbound sales, private banking, and consumer banking- bringing a deep understanding of regulated industries and customer trust.What I do best: • Lead high-performing remote teams • Optimize end to end CX strategy to driven retention, satisfaction, and sales • Deliver results: Productivity gains, improved CSAT and NPS, and cost reduction through automation and process redesign • Build resilient, remote ready service teams with strong culture and accountabilityLet\'s connect if you\'re building the future of customer service and contact center delivery
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