NCSA Web-Ed Series
Monthly webinars enriching customer service professionals worldwide
Each month, NCSA hosts expert-led webinars on critical topics shaping customer service excellence. Every session includes a live Q&A, giving participants the chance to engage directly with industry leaders. Have a topic suggestion? Email us at info@nationalcsa.com.
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What does exceptional customer service look like in the public sector—where employees often face high demand, limited resources, and a diverse customer base? In this inspiring session, Reginald Baron shares insights from more than 30 years with the Metropolitan Transportation Authority (MTA) New York City Transit, highlighting how people—not processes—drive service excellence.
Through real-world examples, Reginald explores the dual importance of customer and employee engagement, offering practical strategies to strengthen communication, motivation, and trust. Attendees will gain valuable takeaways on building a culture of service that uplifts both employees and the communities they serve.
About the Speaker
Reginald J. Baron is Director, Mobile Sales and Field Security Operations in the Revenue Collections Division of the Revenue Department at Metropolitan Transportation Authority (MTA) New York City Transit.
He began his career with Transit in 1994 as a customer service agent/mailroom attendant. Reginald rose quickly through the ranks and was instrumental in the launching of the Mobile Sales program; an outreach unit of the MTA that assists senior citizens and people with disabilities in obtaining the MTA Reduced-Fare MetroCard.
He holds a degree in business management with a concentration in marketing and public relations from Daniel Webster College, and a master’s degree in human resource management and labor relations from New York Institute of Technology.
In 2000, Reginald also received the MTA New York City Transit Managerial Achievement Award. In 2012, the Mobile Sales unit received a unit citation for providing support to the New York Police Department and for providing customer care. In 2024, Reginald received the Presidential Award for outstanding customer service and leadership.
In addition to Mr. Baron’s career attributes, his civic activities include promoting career opportunities in transportation to middle school through graduate-level students. Reginald is a board member of a non-profit medical mission to Nigeria and is president of Baron Reginald & Associates Safety Speaking LLC, teaching defensive driving classes.
Website: https://www.mta.info/fares-tolls/subway-bus/mobile-sales
