Contact Center Operations in Phoenix, Arizona
Mr. Freeman enjoyed his longest professional tenure with Sprint throughout multiple promotions while participating in opening two large call centers. During his tenure with Sprint, his inspiration to oversee large scale operations was realized as he participated in an executive-level management team tasked with opening a call center with 300 agents in less than 3 months. His success here led to his promotions as Operations Manager and General Manager of Operations at Sprint's largest international long distance call center. This call center tapped his expertise and allowed him to develop the notable, award-winning achievements he is still recognized for today. He led teams providing 24/7 customer service in 15 languages for more than 2 million calls on a monthly basis. Mr. Freeman's prowess as a positive change agent is so well recognized that the author of "Fish! Tales" described his expertise creating a collaborative, supportive work culture. In addition, he won numerous awards, including the Call Center of the Year Award from Call Center Magazine in 2002, four Yanky Group Service Awards, JD Powers five years in a row, and Missouri Quality Award.
While with the Relay Communications Center for Sprint as the Operations Manager, he supervised call center opening processes while leading a team of 750 call center staff providing telecommunications relay service for hearing-impaired residents in California—recognized at that time as the world's largest relay center. He was also promoted to Location Manager of Operations and implemented new technology; he opened and led the first Sprint Relay Customer Service operation. He won two Sprint Bronze Chairman's Quality Award.
Don Freeman now leads call center operations supporting colleges and universities throughout the United States.