Ronald Baldwin Email and Phone Number

Director of Store Solutions Support Center and Guest/Customer Services at Papa Murphy's International.

Oversaw the daily activities of the Store Solutions Support team which provided hardware and software support for over 1,100 independently owned franchise stores. Additionally, managed a team of Guest Services agents providing customer support via phone, email, and chat to resolve service issues promptly.• Supervised associates, including staffing, training, coaching, performance management, and problem resolution • Maintained an annual budget of over $2 MM and consistently achieved SLAs of 100% (Store Solutions) and 98.5% (Guest Services)• Supported career progression for the team through KPIs, effective performance management, coaching, and prompt feedback • Developed benchmarks and drove improvements in customer satisfaction through effective forecasting, staffing, and scheduling• Identified critical issues and escalated them through proper channels to ensure effective resolutions • Prepared and presented monthly reports, recommended customer service initiatives and software upgrades to Senior Management

Managed the daily operations of the Store Solutions Support team which provided hardware and software support for over 1,100 independently owned franchise stores. Additionally, supervised a team of Guest Services agents providing customer support via phone, email, and chat to resolve service issues promptly.• Lead front-line supervisors responsible for driving team performance and meeting organizational goals• Maintained an annual budget of over $2 MM and consistently achieved SLAs of 100% (Store Solutions) and 98.5% (Guest Services)• Supported career progression for the team through KPIs, effective performance management, coaching, and prompt feedback • Developed benchmarks and drove improvements in customer satisfaction through effective forecasting, staffing, and scheduling• Identified critical issues and escalated them through proper channels to ensure effective resolutions • Prepared and presented monthly reports, recommended customer service initiatives and software upgrades to Senior Management

Supervise teams within a large Regional Service Center (RSC). Responsible for ensuring the RSC maintains effective daily communications between customers and technicians. Ensure staff relays and records information to field personnel via telephone, email, and task messaging. Manage and coordinate technical workforce job completion, customer complaint resolution and oversee improvement in customer satisfaction and technician satisfaction. Work daily with customer service and technical operation teams to increase efficiencies and reduce customer service problems. Provide growth and development opportunities and invest in QA time with agents.

Supervised and provided support for call center staff serving eighteen states across the country. Directly responsible for recruiting, interviewing, and hiring staff. Maintained records of all job requisitions via Work Day and Taleo for reporting to corporate finance department. Created and implemented a standardized Call Sequencing Model for consistency ensure a positive customer experience. • Coordinating the day to day work function of the customer services area • Analyze and advise management of personnel, work-flow issues and trends and recommend resolutions • Collaborate with internal departments to ensure customer satisfaction • Investigate inquiries regarding member/provider services’ issues for internal and external customers • Audit customer service calls for accuracy and adherence to set quality standards • Track and maintain telephone queue performance to ensure compliance with State requirements and expected service levels • Develop, implement and maintain quality standards for Customer Service Representatives • Develop staff training/coaching materials for existing products and new implementations

Supervised and provided direct oversight of the activities of the Provider and Member Services Call Center. Created desk level procedures for the call center. Created, trained, and implemented Call Sequencing Model to insure consistency and quality. Assisted in identifying training needs and development of training programs and educational materials in conjunction with the training department. Insured that contract requirements were met, maintained appropriate department reporting statistics, and monitored quality improvement practices.• Directed the assigned department on policy and procedures related to call center/correspondence/field inquiries. • Supervised the team including recruitment and development of staff. • Facilitated team meetings to discuss issues/suggestions for improvement implementation of process changes. • Researched, analyzed, and reported on call center data and created reports for results, monitoring and recommendations. • Knowledge and understanding of Medicaid policies and procedures.• Knowledge of claims adjudication, membership, provider enrollment and provider contracts.• Knowledge of the Medicaid policies, medical billing and authorization processes.• Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).

Managed a large team focused on meeting WDS Global objectives as well as meeting customer expectations. Ensured agents were providing customers with first-class service while keeping team morale high and working to keep attrition low. • Identified and recognized as 1 of top 5 highest performing supervisors out of over 100 supervisors.• Identified and recognized for leading and coaching a team with performance in the top 10%. • Coached and motivated Support Technicians to reach performance targets.• Provided counseling and mentorship to Support Technicians for career advancement.• Communicated organizational changes, policies, etc. • Wrote and conducted monthly and annual reviews, provided recognition & constructive feedback.