Nick Baldwin Email & Phone Number

Durham, North Carolina, United States

• Measured team performance against key metrics to identify proficiency gaps and detect trends in departmental execution.
• Trained and coached staff to improve core job competency and performance.
• Designed Power BI dashboard for tracking tickets, enabling benchmarking of team performance and analysis of departmental challenges, which improved management visibility and responsiveness to business needs.
• Overhauled departmental incentives program, resulting in improved employee engagement and job satisfaction and desired business outcomes such as meeting SLAs.
• Administered upsell reporting, which motivated employees to meet sales targets and reduced overreporting of revenue.
• Innovated reporting procedure for a cross-team project, which improved project coordination and eliminated administrative overhead.

Durham, North Carolina, United States

• Resolved needs of member base by accurately diagnosing problems, recommending solutions, coordinating business activities.
• Developed written business proposal to counteract remote work challenges by identifying an emerging problem, collaborating with management, and prescribing specific needs and processes to address them.
• Mentored other Advisors to help develop their skills in areas such as responding to emerging technical issues and ticket management.
• Built productive relationships with teammates and business partners by offering assistance, solving problems cooperatively, and performing outreach to establish an effective personal network.

Raleigh-Durham, North Carolina Area

• Supervised 4 team members in production of 350-400 monthly projects, resulting in <1% jobs late or reworked and exceeding SLA targets 12+ months in a row
• Developed subordinate capability by training and coaching in hard skills such as operating equipment and soft skills such as customer service
• Collaborated with contract owner to design mail delivery process, reducing delivery time by 14%
• Authored operations manual to significantly increase business-continuity and consistency of service delivery
• Increased reporting speed 80% by implementing organization systems such as production logs and tracking spreadsheets
• Improved business-wide coordination and eliminated project redundancies by networking between different functional units to plan, support, and produce projects

Raleigh, NC

• Consulted with customers to discover needs and offer appropriate solutions, resulting in consistent business growth
• Produced print projects according to customers’ requests within schedule and resource constraints
• Supported site coordinator via scheduling, delegating, and training activities
• Designed workflow tools such as networked folders, and production processes and best practices
• Troubleshot technical issues such as printer malfunction and computer software issues
• Collaborated with contract-owner-customer to improve the production site to meet business needs

• Managed production schedule of both retail and contract customer print jobs, ensuring timely delivery of projects
• Assigned shift roles to subordinates to maximize efficiency of daily production
• Coordinated with site manager to maintain appropriate supply levels and schedule labor according to upcoming project needs
• Corresponded with customers to resolve issues relating to customer service and quality

• Advised customers affected by IP migration project to assess and minimize business impact and risks
• Communicated with customers via outbound and inbound phone contact and email
• Configured simple routing equipment for customers to complete IP migration
• Scheduled IP migration events with respect to network engineer and customer availability
• Trained new-hires in basic networking protocols and IP migration procedures, allowing rapid scaling of labor force