Nicholas Baird

Experience

• 

  Gannett | USA TODAY NETWORK

  Jun 2003 - Jul 2009

  Circulation CIS Representative

  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.

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  Fifth Third Bank

  Oct 2009 - Feb 2010

  Customer Service Professional II

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

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  Convergys

  Jul 2010 - Apr 2011

  Technical Support Representative

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

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  Ohio National Financial Services

  Apr 2011 - Nov 2020

  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 IT and improve the external user experience. Show less 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. Show less

  • Assistant Director, Annuity Product Specialists

    Oct 2018 - Nov 2020

  • Manager, Annuity Product Specialists

    Sept 2017 - Oct 2018

  • Supervisor, Annuity Product Specialists

    Mar 2013 - Aug 2017

  • Team Resource - Lead Trainer

    Oct 2012 - Mar 2013

  • Annuity Product Specialist II

    May 2012 - Sept 2012

  • Annuity Product Specialist I

    Apr 2011 - May 2012
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  Protective Life

  Apr 2021 - now

  • Senior Director, Retirement Customer Support

    Feb 2023 - now

  • Director, Resource Center

    Mar 2022 - Feb 2023

  • Field Resource Center Manager

    Apr 2021 - Mar 2022