Karen Freeman

Karen FreemanKaren M. Freeman, FACHE
Assistant Director, Customer Service
American College of Healthcare Executives

Karen Freeman has been in customer service basically her entire career. She has been in associations for the past 17 years and is the assistant director of customer service in the member services division for the American College of Healthcare Executives, a professional society with over 40,000 members. She handles the internal operations of customer service center that includes member intake, certification and registrations. She helped develop the Voice of the Customer Committee listening and learning methods to integrate a consistent feedback methodology throughout the organization and to better understand customer engagement. She is also responsible for managing a team of six employees and providing customer analytics and improvements to senior leaders.

Karen is the board president of the Chicago Chapter of the National Hampton Alumni Association, Inc., her undergraduate alma mater. Before joining the board she audited the financial and governing policies for the association and worked endlessly on the fundraising committee. She is also an active member of the Alpha Kappa Alpha, Inc. sorority where she serves on the membership committee.

Before working for associations, Karen worked as the office and records manager at the Marmon Group of Companies in Chicago for 10 years.

Karen received her Bachelor’s in Finance from Hampton University in Hampton, Virginia, and her Master’s in Public Services from DePaul University in Chicago, Illinois. She is an alumna of the Association Forum Diversity Scholars Program in Chicago, Illinois.