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Posts by Kelly Steele

VP Kelly Steele

VP Kelly Steele

Kelly Steele is vice president of Customer Care for the Single-Family business. A mortgage industry veteran of more than 30 years, she oversees the customer experience and support for our customer-facing sales organization. She creates and prioritizes customer value propositions and coordinates the delivery of services and messaging, business intelligence, and customer-engagement activities, such as our advisory boards and industry conference participation. Since joining Freddie Mac in 1999, she has held leadership roles in a variety of customer-facing and liaison capacities. Previously, she held leadership positions at Prudential Home Mortgage, Wells Fargo, and Standard Federal Savings Bank.

Harnessing the Power of Customer Experience

What makes a store or a restaurant someplace that you want to keep going back to, or not? Or one that you’d give a glowing review? Most likely, it’s the customer experience – how the people, company, products make you feel each time you encounter them and how consistently your expectations are met. This formula for success in the business-to-consumer (B2C) space is one that the business-to-business (B2B) world is looking to replicate.

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