Freda Sullivan Email & Phone Number

Pleasanton, California, Us

Leading global Medallia User Group chapters in their CX/EX journey by sharing best practice and thought leadership.

Pleasanton, California, Us

Partnering with our clients and internal Medallia teams to enhance the development of best-in-class Customer Experience (CX) and Employee Experience (EX) programs around the world. As a Principal CX Advisor, I provide thought leadership and strategic guidance in core CX competency areas known to accelerate business outcomes, enable value realization and support client success. I also lead the Medallia User Group (MUG) with over 1,000 global members representing over 260 companies world wide.

Scottsdale, Arizona, Us

Led creation and implementation of CX strategy and vision to optimize brand/employee/customer engagement. Led strategy to drive web channel satisfaction, sales and intra-survey chat sessions. Managed global multi-channel, multi-language Medallia customer experience software program. Collaborated across all departments to drive a customer-centric culture. Co-led cross-functional digital teams including architecture & UI design, engineering, sales, and marketing.● With COVD-19 driving cancellation call volumes, created new channel for members to submit cancellation requests, reducing call wait times.● Consistently achieved high customer survey response rates between 15 – 20% (depending on brand and channel).● Reduced average handle time by 9.2% on inbound travel calls and processing.● Increased survey volumes by 60%, enabling agent-level NPS bonus performance metrics.● Increased agent engagement by 250%.● Achieved highest employee engagement scores ever of 83%.● Led efforts to drive vendors to Master Service Agreement contracts for 22 vendors, reducing company risk by $1.8M annually.● Automation of 30% of Accounts Payable processes.● Led organization-wide fraud/vulnerabilities assessment team implementing process improvements for over 85% of audit findings and reduced company risk by $3.5M.● Negotiated multi-million dollar and multi-year SaaS agreement with 65% savings.● Developed social reviews strategy resulting in: o Increased Ratings: Facebook (FB) and Google (G+) +25% or +1.25 full stars each.o Increased Review Volume: FB 255% and G+ 1,440%.o 2019 social media strategy impacted revenue increase by over $22M.● Launched 22 branded and generic surveys representing 13 different customer touchpoints.● Reduced customer service calls by 8.8%● Increased conversion rate by 1.8% ● Driving YOY NPS increase across all brands with 600 bp increase.

Torrance, Ca, Us

• Created and led 2014 leadership goal, strategy and brand development training sessions.• Analyzed manual customer calling touchpoints and automated 13 of 20, resulting in FTE reduction from 22 to 8. • Implemented semi-automated customer surveys to accuratelymeasure NPS, increasing response rate from 3% to 18%.• Optimized sales team processes, then stream-lined and migrated to automated CRM functions, resulting in increased sales by 12% and efficiencies by 19%.• Lead scoping, RFP/RFQ and implementation of scheduling automation tool for entire sales organization, resulting in 40% reduction in FTE.

New York, Ny, Us

Senior Manager Customer Experience Consumer Travel Network 2007 – 2012Manager Six Sigma Deployment, Service Delivery, Consumer Travel 2005 – 2007Manager Global Reengineering, Business Travel Related Services 2003 – 2005• Simplified and designed customer experience (CE) program after benchmarking, resulting in the creation of call monitoring and CE metrics for 1,700 agents for over 5M calls/year. Recognized and cited as cutting edge by Customer Contact Council.• Standardized interactive customer calls and set quantified call monitoring performance metrics, resulting in increased call uniformity and improved employee satisfaction 200 bps.• Saved $1M annually in travel booking write-offs and improved call recording from 2% to 97.8%.• Created and delivered virtual 4-week six sigma training program, conducted 5-8-week mentorship and oversaw candidate project presentations using reengineering targets.

Charlotte, North Carolina, Us

International Manager Six Sigma Plus, Commercial Markets 2001 – 2003Senior Business Analyst, Information Technology 1999 – 2001Supply Chain Project Manager 1997 – 1999Increasing responsibility in Supply Chain Management, Information Technology and Process Reengineering positions for global aerospace and home products manufacturer and distributor divisions. • Led 18-month cross-departmental business unit digitization project for internet-based customer interfacing tools. Savings of $12M in 2001 and $16.5M in 2002 with $26.5M in new market growth opportunities.• Reengineered procurement process from RFP through delivery and installation. Managed and trained over 100 associates and 55 global vendors on new inventory management process and system, resulting in 52% lead-time reduction, $25M project savings impacting on over $450M annual spend.• Analyzed and enhanced vendor procurement system. Simplified and compressed ordering process for aerospace engines, resulting in decreasing cost and lead time by over 55%.• Designed and implemented web-based Six Sigma Training for over 250 employees in 17 global locations. Increased certification rate from 34% to 86%, saved $2.4M in travel and expense and generated significant productivity gains.

Dallas-Fort Worth, Texas, Us

Master'S Degree, International Business

Bachelor’S Degree, Logistics, Materials, And Supply Chain Management