Sarah Freeman Email & Phone Number

Deliver specialized consulting services to organizations, emphasizing operational enhancements and strategic workforce optimization.- Analyze operational workflows to identify inefficiencies and implement targeted improvements.- Design and implement operational frameworks aligned with strategic business goals.- Build long-term client partnerships through customized solutions and actionable insights.- Utilize data analytics to track performance metrics and drive continuous improvement.- Assess current state and work with leadership teams to establish future state- Lead strategic workshops

Media, Pennsylvania, Us

Spearheaded the development of an operational framework and strategic initiatives for the customer facing operations group, supporting private equity owners.- Designed and executed an operational strategy that improved the abandon rate by 20%.- Established a shared services model, recruited a high-performing customer service team and performance measurements- Implemented standardized industry metrics and procedures to improve customer accuracy from 70% to 99% (Healthcare proactive response team)

Atlanta, Ga, Us

Developed and managed end-to-end employee and customer experience across multiple service deliverygroups supporting Internal/External Help Desk and Preferred and International customers. Serve as a leader of the operations team across four vendor partners in six countries to define strategy that improves programs and design processes to eliminate pain points and create value.Key Accomplishments● Deployed new Preferred Customer support model to improve Net Promoter Score from 25 to 50● Developed and implemented Customer First metrics across all regions to provide consistent globalexperience.● Created virtual work model for teams across vendor stack

Atlanta, Ga, Us

Managed operations and service level performance for the UPS Technical Support, Healthcare,and Warehouse Logistics groups supported in the Las Vegas contact center as well as GBS vendor partners in Europe and Asia. Developed and led team of 1000 people to ensure business objectives were met as Subject Matter Expert for contact center operations and process improvements aligned with UPS vision and mission.Key Accomplishments:● Piloted work from home model in 2016 that enabled the UPS workforce to go remote in 2020.● Created blind matrix process for hiring to minimize bias in promotion process, improving diversity ofSupervisors from 9% to 29% minimize bias in promotion processes.● Reduced attrition year over year from 27% to 16% through improving employee culture anddevelopment

Atlanta, Ga, Us

Managed teams of contact center operations for support provided. Monitored key performance indicators to develop and execute action plans that addressed root cause to achieve high levels of customer satisfaction. - Worked with staffing agency to improve employee retention 30/60/90 days success rate- Developed and implemented a consolidation strategy that reduced headcount by 50%.- Successfully transitioned workforce hiring from temp agencies to direct hiring, improving talent quality and retention

Atlanta, Ga, Us

Created social media, tech support, and customer service processes through continuous improvement programs and employee training. Led team initiatives to produce measurable results in response time and better customer satisfaction scores. Expediting division within UPS. Created and managed SOPs, including new technology systems like Workday, Salesforce, & Sprinklr- Developed system requirements to ensure Business Continuity updating the Disaster Recovery Process to improve reconciliation process from 4.2 days to 6.5 hours.- Implemented Transportation Management System that modernized order entry processes for the Service Parts Logistics group

Atlanta, Ga, Us

- Leveraged in house SaaS tools to track customer insights and develop actionable strategies for success.- Created customer experience roadmaps based on VoC data, presented to and reviewed by C-suite leaders, driving improvements in service delivery. - As an “Operational Champion,” I promoted user engagement and adoption during software and hardware rollouts through training sessions and webinars across the team I managed. - Conducted QBRs with enterprise accounts and drove action plans across the CS group for satisfaction and future growth.

Atlanta, Ga, Us

-Managed over 100 accounts as a UPS Account Executive, and as Process & Operations Director holding regular meetings to build relationships, review KPIs, and identify growth opportunities with executives at companies like Dell, NCR, Honeywell, Johnson & Johnson, McKesson, and CVS. - Collaborated with customers to improve processes and ensure satisfaction, increasing retention and loyalty. - Managed book of business to create funnels, meet sales quotas, and foster business relationships

Executive Perspectives Certificate, Advanced Management

Bachelor Of Science (B.S.), Business Administration And Management, General

General Diploma, Honors And Advanced Placement