Don Freeman Email & Phone Number

Phoenix, Az, Us

Cedar Rapids, Ia, Us

As the Contact Center Director at Ruffalo Noel Levitz, I focused on transforming our call center operations through innovative speed-to-contact strategies and the adoption of Lean and Agile methodologies. By personally embracing and championing these approaches, I led our team in responding quickly to client needs and delivering projects efficiently. Through close collaboration with marketing and technology teams, we strategically implemented solutions that resulted in a 96% speed-to-contact rate within five minutes, directly contributing to increased student conversion and retention.  Applied Lean and Agile methodologies to streamline project implementation, resulting in faster response times and improved operational flexibility. Drove technology initiatives to enhance communication speed, increasing operational productivity and equipping the call center team with essential tools for excellence. Developed and refined speed-to-contact strategies, significantly improving responsiveness and the customer experience. Led the strategic deployment of advanced technologies designed to support and improve speed-to-contact efficiency. Managed a remote team of call center agents, fostering their proficiency in new technologies and ensuring alignment with speed-to-contact objectives. Collaborated cross-functionally with marketing, technology, and enrollment services teams to align strategies, contributing to the achievement of key performance indicators.

Salt Lake City, Utah, Us

In my role as Senior Contact Center Director at Helix Education, I was responsible for leading all enterprise call center operations and providing strategic planning to support campus and central enrollment services. I worked closely with regional VPs, Directors, and the development team to lay out the strategic vision and ensure flawless execution of initiatives to meet and exceed organizational objectives. Identified and prioritized improvement opportunities to enhance efficiency, staff utilization, and effectiveness, resulting in achievements across key performance metrics, including contact rate, enrollment, customer satisfaction, service levels, quality, and productivity. Designed and implemented a speed-to-contact strategy, ensuring the first contact attempt within 60 seconds across multiple communication channels such as phone, text, and email, leading to enhanced contact and transfer rates. Achieved exceptional Service Level (SVL) of 90%+ for inbound calls within the Contact Center, including the successful utilization of remote agents, demonstrating a commitment to delivering outstanding customer service. Led the design and implementation of a comprehensive speed-to-contact contact center application, encompassing various call types, text, email, and dialer solutions, resulting in improved lead management and conversion rates. Played a pivotal role in implementing a new telephony product organization-wide (NICE-InContact), driving efficiency and effectiveness throughout the Helix Education organization.

Phoenix, Az, Us

Direct call center operations for the Academic and Institutional Services division providing call center, lead speed-to-call strategy, customer service, appointment setting, student retention, technical support, and research services for universities throughout the United States. Guided call center operations for the Academic and Institutional Services division, delivering top-tier services, including appointment setting, student retention, technical support, and research services to universities nationwide. Managed and directed call center services for over 22 institutions, overseeing Tier One technical support for students, faculty, and institutions while actively promoting and marketing services to secure new contracts. Achieved remarkable improvements in productivity, service quality, client relationships, and employee turnover, doubling call center efficiency year-over-year and enhancing overall performance metrics. Oversaw development and implementation of speed-to-contact technology increasing contact rate by over 23%. Spearheaded designing and implementing of innovative CRM and retention call center service software, significantly enhancing client service and improving student retention rates by 5.9% within the first three courses.

Phoenix, Arizona, Us

Overland Park, Kansas, Us

Master Of Arts In Innovative Leadership, Business Management

Bachelor Of Science, Business Management, Business Administration And Management, General