Customer Support and Operations Manager

Ron Baldwin

Vancouver, WA 360-***-**** *************@*****.*** linkedin.com/in/ron-baldwin

SUMMARY

Customer Support and Operations Manager with over 10 years of experience building and leading service delivery teams across service, technology and healthcare industries. Proven success in leading customer support operations, onboarding, and product education to drive adoption, retention, and satisfaction. Skilled in creating support processes, coaching teams, and leveraging data insights to improve the customer’s experience. Adept at collaboration and ensuring customers and staff have the tools needed to succeed.

CORE COMPETENCIES

Operations & Strategies

Data & Root Cause Analysis

Customer Experience & Service

Leadership, Coaching & Performance Management

Process Optimization & Workflow Automation

Cross-Functional Collaboration

SLA / KPI Tracking & Quality Management

Workforce Planning & Continuous Improvement

Salesforce, Zendesk, Tableau, RingCentral, Google Workspace

PROFESSIONAL EXPERIENCE

FIELD SERVICES SUPPORT MANAGER Portland, OR

PAYRANGE 4/2025 – 9/2025

PayRange is a mobile payments SaaS company providing cashless and connected platforms for unattended retail environments.

Launched and managed a new Field Services Support team, established KPIs, quality control, and performance goals

Oversaw daily operations, scheduling, and escalations for vendor and customer support

Led vendor meetings to review performance, resolve technical and service escalations, and align with SLA targets

Developed policies, procedures, and strategies, to improve team productivity and service delivery

Delivered performance reports to leadership, highlighting key metrics, trends, and improvement opportunities

DIRECTOR, STORE SOLUTIONS SUPPORT CENTER (IT) AND GUEST SERVICES Vancouver, WA

PAPA MURPHY’S INTERNATIONAL 2/2022 – 7/2023

Papa Murphy's International supports over 1,100 independently owned franchise stores nationwide.

Directed 2 supervisors and 19 hybrid agents supporting customer service and Point of Sale (POS) systems across phone, email, and chat channels

Managed a $2M budget and implemented strategies that cut expenses by $75K annually

Consistently achieved 100% SLA for IT support and 98.5% for Guest Services, handling 500+ daily interactions

Introduced self-service solutions that reduced inbound call volume and improved response times

Delivered monthly operational reports to senior leadership, identifying trends and operational insights

Partnered with HR on employee relations, performance reviews, and compliance with FMLA/ADA policies

SUPERVISOR, REGIONAL SERVICE SUPPORT CENTER Vancouver, WA

SPECTRUM COMMUNICATIONS 12/2017 – 2/2022

Spectrum is a national provider of high-speed internet, TV, and phone services.

Supervised a hybrid team of 15 agents, supporting internal employees and resolving escalations while ensuring compliance and optimizing workflows

Consistently met or exceeded the required 80% SLA through quality control, workflow optimization, and analyzing customer interactions

Delivered comprehensive reports to leadership on service accuracy and field productivity

Partnered with HR to oversee hiring, training, and performance management, ensuring compliance with company policies and employment laws

SUPERVISOR, CUSTOMER SERVICE SUPPORT CENTER Austin, TX

CENPATICO BEHAVIORAL HEALTH 7/2014 – 6/2016

Cenpatico Behavioral Health (a Centene company) provides behavioral health services for Medicaid and Medicare members.

Supervised a behavioral health contact center team supporting members and providers, ensuring HIPAA/PHI compliance

Trained and coached staff to improve empathy, accuracy, and call handling standards

Introduced workflow improvements that reduced average handle time by 15 seconds, improving SLAs while ensuring regulatory compliance and standards

Increased CSAT and first-call resolution rates through quality initiatives and soft skills training

Resolved escalated issues through root cause analysis, and implemented process improvements

SUPERVISOR, PROVIDER AND MEMBER SERVICES SUPPORT CENTER Boise, ID

MOLINA HEALTHCARE, INC. 4/2010 – 10/2012

Provides State Medicaid managed care support for providers and members

Launched and supervised provider and member service team supporting Idaho Medicaid, ensuring service quality and regulatory compliance

Developed and monitored KPIs for customer support, coaching teams to improve call resolution rates and member satisfaction metrics

Investigated inquiries regarding escalated service issues for internal and external customers

Managed personnel functions including hiring, training, and performance evaluations, ensuring compliance with industry standards

EDUCATION

B.B.A. with emphasis on Human Resources and Computer Information Systems

Boise State University, ID

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