Karen Freeman has experience leading customer service efforts and managing operations. She functioned as an examiner for an Illinois award recipient, developed a first contact resolution strategy with an 85% rate, and increased member satisfaction by 5%. Freeman also led a team that handled over 42,000 customer contacts and designed customer service training programs. She has experience selecting new phone systems, managing office relocations, and reducing storage costs by outsourcing and closing facilities.

1. Karen M. Freeman, FACHE, CAE
Director of Customer/Member Engagement

2.  Functioned as an examiner for the Illinois 2013 Gold Award recipient
after being fully trained on the Illinois Performance 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.
AMERICAN COLLEGE OF HEALTHCARE EXECUTIVES
DIRECTOR OF CUSTOMER/MEMBER ENGAGEMENT

3.  Selected and implemented the installation of new telephone system
(Siemens).
 Successfully managed the build-out of new office space and
relocated more than 35 employees.
 Reduced storage costs by 35% in one year by closing physical
storage facility and outsourcing storage of records, inventory and
supplies to three separate vendors.
 Designed and implemented Automatic Call Distribution and
reporting systems.
 Developed and implemented an organization-wide Ergonomic
Program to eliminate musculoskeletal disorders.
AMERICAN COLLEGE OF HEALTHCARE EXECUTIVES
ADMINISTRATIVE MANAGER

4.  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.
THE MARMON GROUP, INC.
MANAGER, RECORDS MANAGEMENT AND OFFICE SERVICES