Nicholas Baird Email & Phone Number

• Oversaw the operations of the Annuity Call Center. Responsible for a team of 20-30 FINRA licensed registered representatives.
• Developed a strategic plan to expand roles and responsibilities within the APS department to create more career path opportunities and increase employee retention and development
• Performed statistical analysis on historical call volume for senior management to forecast accurate service levels and staffing needs.
• Worked collaboratively with cross-functional management peers within Annuity Operations to ensure crucial company and functional area strategic initiatives were executed successfully.
• Represented Annuity Operations on multiple innovation projects, including one project that I designed and coordinated a complete overhaul of Ohio National’s three largest inbound phone lines to increase efficiency for.

Promoted to Manager to take over leadership of the Annuity Product Specialist team. This was an interim title before being offered the Assistant Director position in 2018.

• Led a team of 8-13 phone reps and assisted with the day-to-day operational functions of the call center.
• Coached team members to improve individual performance by performing call reviews, quarterly 1-on-1s and annual reviews. Developed multiple future leaders within APS and throughout the organization.
• Lead an initiative to re-brand the department by re-writing all job descriptions and implementing a new pay structure. This dramatically reduced turnover from nearly 85% in 2014 to less than 10% by 2017.
• Introduced a new incentive plan to motivate and drive performance during our busiest quarter (Q1). This resulted in substantially improved overall team metrics compared to prior years.
• Served as Project Sponsor and/or Department representative on a multitude of projects including new product implementation, system and process improvements, as well as business critical regulatory updates.

• Coordinated all aspects of new hire training and onboarding, as well as facilitated all training topics.
• Overhauled the new hire training material to better fit the ever changing dynamics of the department’s high turnover rate at the time
• Created a syllabus for each training topic to implement more consistency for each trainee

• In addition to the responsibilities of an APS I:
• Tasked with performing quality assurance on trades involving more than $200K
• Reviewed and approved outbound correspondence to clients and financial professionals
• Assisted with new hire training and performed peer-to-peer call reviews

Front line registered representative responsible for educating financial advisors and clients on all aspects of inforce Ohio National annuity products, as well as accurately taking and processing buy/sell orders

Expertly provided technical support for AT&T U-verse customers who experienced issues with their VOIP phone, internet and/or cable TV services.

Cincinnati

Customer service representative in the Fifth Third Customer Care Center, specializing in Checking and Savings accounts.

Cincinnati

Responsible for data entry on special promotional sales offers, as well as coordinating the circulation of the School Newspaper Program and all Mail Subscriptions services.

Bachelor Of Science - Bs, Business Administration, Magna Cum Laude

Activities and Societies: Alpha Sigma Lambda Honor Society

Daap - Ceramics/Sculpture - Fine Art