Deb Baldwin Email & Phone Number

Greater Reno Area

Conduct cross-functional operational analysis, present proposals, and implement customer service focused initiatives for clients. Individual career consulting with an emphasis on professional achievement and advancement.Author of The Present by D. L. Baldwin - 07/26/2022Author of The Trip by D. L. Baldwin - 12/21/2022www.dlbaldwin.com

Greater Reno Area

Directed the Reno regional office with responsibility for the overall management of teams, programs, processes, vendors, facilities, and all other operational functions. Collaboration with cross-site leadership team, managing the overall member advocacy center to service Costco members and achieve company objectives. Responsible for all hiring, metrics, training, and programs to maintain high levels of customer satisfaction, quality assurance, team development and site expansion goals.

Greater Reno Area

Managed operations of caring centers in collaboration with partner managers across three sites within the continental United States with a growing team of 700 customer advisors. Direct management of a supervisory team with responsibility for 65 customer advisors providing support for customer technical issues, account management, sales, and retention. Responsibilities included roll-out and management of new initiatives, performance management, team development, quality assurance, hiring… Show more Managed operations of caring centers in collaboration with partner managers across three sites within the continental United States with a growing team of 700 customer advisors. Direct management of a supervisory team with responsibility for 65 customer advisors providing support for customer technical issues, account management, sales, and retention. Responsibilities included roll-out and management of new initiatives, performance management, team development, quality assurance, hiring, training and process improvement. Show less

San Francisco Bay Area

Directed an international technical team, providing support to customers on SaaS and on-premise digital marketing software in an Agile environment, leveraging Salesforce.com, LiveOps and Monet Workforce Management. Areas of responsibility included setting strategic direction, managing team initiatives, performance management, team development, customer relationship management, vendor management, product and account management engagement, and cross-functional collaboration to improve process and… Show more Directed an international technical team, providing support to customers on SaaS and on-premise digital marketing software in an Agile environment, leveraging Salesforce.com, LiveOps and Monet Workforce Management. Areas of responsibility included setting strategic direction, managing team initiatives, performance management, team development, customer relationship management, vendor management, product and account management engagement, and cross-functional collaboration to improve process and achieve organizational goals. Show less

Greater Seattle Area

Directed a global technical team servicing partners, corporate accounts and law firms on enterprise e-discovery SaaS and on-premise software solutions. Responsibilities included establishing strategic direction, managing team activities and initiatives, internal collaboration to affect product releases in an Agile environment, and development of processes to streamline operations and accelerate resolution of customer issues.

Greater Seattle Area

Managed operations of a 40 person help desk servicing 10,000 customers on proprietary claims software, MS office, PC hardware, peripheral device, and security administration support in an ITIL environment. Areas of responsibility included budget management, development of direct reports, and analysis of trends to enhance customer experience.

Greater Orange County Area

Managed quality assurance and continuous improvement for a help desk team of 60, servicing corporate customers on loan origination software, MS Office, PC hardware, telephony and relocation requests. Areas of responsibility included training, reporting, knowledge management, fulfillment and root cause analysis. Responsibilities included managing daily team activities, customer relationship management, project management, cross-functional collaboration to promote change, and development of… Show more Managed quality assurance and continuous improvement for a help desk team of 60, servicing corporate customers on loan origination software, MS Office, PC hardware, telephony and relocation requests. Areas of responsibility included training, reporting, knowledge management, fulfillment and root cause analysis. Responsibilities included managing daily team activities, customer relationship management, project management, cross-functional collaboration to promote change, and development of processes to achieve organizational goals. Show less

Greater Seattle Area

Managed second level technical support team for web-based CRM enterprise solutions servicing member dealers across automotive OEM customers. Responsibilities included managing daily team activities, customer relationship management, project management, team and customer collaboration to affect product upgrades, creation and implementation of processes to accelerate resolution, and development of knowledge base.