RAY D. FREEMAN

Work History

Senior Customer Service Manager

CoStar Group

02.2023 - 06.2025

Provided leadership, support, and guidance to the Customer Service Managers
Led 2-3 managers with teams averaging 10-12 CSAs
Championed quality of service and ensure cross-functional partners understand customer needs to drive improvements in customer satisfaction scores
Evaluated key customer experience performance metrics such as productivity, first-time resolution, quality of service ratings, and drive change where needed
Managed dispute resolution process
Researched financial disputes on customers' accounts
Reviewed and submitted chargebacks and related credits to Accounting
Ensured staff and customer compliance with department dispute procedures
Consistent review of the workflows and standard operating procedures to ensure they stay current with the products and their changes
Worked with leadership to implement or enhance processes that will propel the business forward
Worked with the team on repetitive escalated issues to find a solution that will help prevent them from occurring again
Managed the team’s performance and any plans that have been put in place
Managed the turnaround process closely to ensure the team is meeting goals and identifying any trends that are keeping us from meeting them
Communicated escalations and resolutions to the Product, Development, and Marketing & Sales Departments. Act as a liaison between our customers and these teams
Reviewed the daily management of projects, movement of the Customer Support Queues, and manage the need for additional staff hours due to volume spikes
Maintained the highest professional standards and promote our ethics of trust, open communication, creative thinking, and cohesive team effort
Supported and assisted with the Development & Product for Applications related to Customer Service
Recruited, interviewed, & hired the best candidates for Customer Service.

Customer Service Manager

CoStar Group

09.2019 - 02.2023

Coached and trained to ensure successful telephone interaction, objection handling, effective questioning, listening, probing and building rapport
Managed the adoption of resources to ensure all possible data sources are researched and the best method of contact is achieved, ensuring information is captured, input, and published in a timely manner and to the highest quality standards
Shared knowledge, best practice and solutions to ensure the continuous improvement and professional development of team members

Community Research Manager

CoStar Group

08.2018 - 09.2019

Led a team of 15 Community Researchers in the process of investigating, profiling and capturing data associated with the CoStar Research product
Fostered a strong team culture and dynamic and provide regular coaching to the development of the team
Coordinated and manage the workload and activity of team members to ensure maximum productivity, efficiency and performance is achieved
Conducted regular call evaluations, coaching and training
Conducted regular intensive review of the product, to ensure delivery of high-quality data
Responded to client feedback, ensuring the timely resolution of issues resulting in minimal brand impact and the highest standard of customer service
Contributed to the vision of being a ‘center of excellence’ and ‘employer of choice’ through trust, open communication, creative thinking, and cohesive team efforts

Senior Community Researcher

CoStar Group

07.2018 - 08.2018

Supported and assisted with managing overall research center daily operations.
Resolved and updated properties with incorrect contact phone numbers by using various research tools and techniques.
Responsible for leading Team Huddles for a team of 15-20 researchers to provide encouragement and motivation.
Reviewed data error reports weekly to provide up-to-date accuracy of Quality Scores for community researchers.
Executed one-on-one coaching for community researchers to assist improve research procedures.

Community Researcher II

CoStar Group

02.2018 - 07.2018

Organized, developed and executed training for 14 Community Researchers for interview side-by-side with potential new hires.
Responsible for sending Metric updates for multiple teams daily.
Responsible for interviewing potential new hires for the community research team.
Provided team morale and motivation while assisting to create center wide support and cohesiveness.
Conducted call calibrations for community researchers to improve overall call quality which includes call control and tone.
Listened to disputes of community researchers and discuss data errors per SOP Manual before sending disputes Team Manager.

Community Researcher

CoStar Group

09.2016 - 02.2018

Created and facilitate on the job training workshops for 150 community researchers.
Performed numerous side-by-side training and coached new hires and tenured community researchers.
Served as a point of contact for a team of 10-15 researchers in absence of team manager.

Contractor – Community Caller

CoStar Group

06.2015 - 09.2016

Conducted daily interviews with brokers, developers, investors, and other real estate and leasing professionals to obtain real-time property and transaction data.
Met and exceeded Calls per Hour and Quality Score for University Residential Housing, Senior Housing, Traditional Residential Rentals and Stales Project.
Identified trends in real estate vacancies and rental rates.

Summary

Overview

Work History

Senior Customer Service Manager

Customer Service Manager

Community Research Manager

Senior Community Researcher

Community Researcher II

Community Researcher

Contractor – Community Caller

Education

Master of Arts -

Skills

Timeline

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