Karen M. Freeman, Cae Email & Phone Number

Chicago, Illinois

Greater Chicago Area

Manage the customer service center with six customer service representatives and a $100,000 budget. Lead the Voice of the Customer Committee to deploy and integrate listening and learning methodology throughout the organization for higher customer satisfaction and engagement.• Functioned as an examiner for the Illinois 2013 Gold Award recipient after being fully trained on the Baldrige excellence criteria.• Developed a First Contact Resolution strategy and maintained an 85% FCR rate.• Increased member satisfaction by 5% by designing a communication plan to track satisfaction of members in the certification process.• Designed organization-wide customer-service training programs to ensure fully integrated customer systems organization-wide.• Led six person team to consistently meet customer’s requirements with over 42,000 contacts via email, telephone and Live Chat in the last fiscal year.

Greater Chicago Area

Responsible for facilities management, office staff and overall internal operations. Designed several office policies and procedures for office systems that included telephones, mailroom and reception functions.

Greater Chicago Area

Managed Office Operations including the mailroom, reception areas. Automated records management and accounts payable operations to streamline processes. Fully implemented the activity-based accounting in my areas of accountability. • Established and maintained the automated file-tracking systems for over 44,000 records with customized software program• Facilitated annual seminars on records retention for 60 member companies via Marmon College.• Successfully managed a budget in excess of $3 million.

Masters Of Science, Public Administration

Bachelors, Finance

Activities and Societies: Alpha Kappa Alpha Sorority, Inc.

Diploma, College Prep

Activities and Societies: National Honor Society, Who's Who Among American High School Students