Professional background: Housing

Speaking experience: Panellist

Speaker topics: Contact centre, Customer services

Freda has extensive knowledge in Contact Centre, Customer Services and Customer Experience and has worked in a variety of roles delivering First Class Customer Service. Having worked in the Housing Industry since 2007, Freda currently works at Sovereign Network Group as the Director of Customer Contact Centre. Working closely with colleagues across the business to better understand the customer journey in order to tailor services accordingly. Soverign Network Group has been through an extensive culture change programme of which the Customer Contact Centre has been at the fore front, championing our HART (Hungry, Accountable, Respectful, Together) values and Mary Gober Customer Service ethos.