Nicholas Gaines

Directed a North American, FDA-regulated customer support operation for connected medical devices, owning performance, team development, and operational strategy.

Team Performance & Metrics Ownership

Owned CSAT, FCR, SLA adherence, and case resolution performance across support operations
Achieved 95% CSAT, 86% NPS, 73% FCR, and 98% weekly case closure rate
Reduced average resolution time from ~2 weeks to ~1.2 days through workflow redesign

AI, Automation & Deflection

Implemented AI chatbot and automation workflows (Intercom) reducing Tier 1 volume by 20%
Built structured workflows and knowledge resources to improve self-service and case deflection
Partnered with product and engineering teams to improve system usability and reduce support demand

Process & Operational Transformation

Reduced wait times by 50% and warranty costs by 75% through root cause analysis and process redesign
Improved RMA turnaround time by 20 days through operational and systems improvements
Established KPI dashboards and reporting frameworks for executive visibility

People Leadership & Development

Led training, coaching, and performance management for support team across multiple functions
Built structured QA programs, SOPs, and escalation frameworks
Developed team capability from transactional support toward higher-level problem-solving

Cross-Functional Leadership

Acted as primary liaison between Support, Product, Engineering, and Operations
Delivered VOC insights to leadership, influencing product roadmap and process improvements
Created feedback loops between frontline support and product teams to improve issue resolution

Led customer training, support enablement, and SaaS product adoption for enterprise and government clients.

Customer Experience & Support Enablement

Designed and launched a customer satisfaction program achieving 98% CSAT, Developed SOPs, knowledge content, and structured training programs improving support quality

Team Leadership & Development

Managed and developed a team of 12 trainers and support personnel built certification programs (NASSCO) increasing customer value and engagement

SaaS Implementation & Cross-Functional Work

Led onboarding and training for SaaS platforms (GraniteNet, ESRI integrations, AI tools)
Partnered with product and engineering teams to improve usability and reduce friction points

Operational & Process Improvement

Maintained strong SLA performance and customer outcomes through process optimization
Developed interim ticketing and tracking systems to improve visibility and case management

Coordinated with SMEs to develop training content for robotics and software products.

Scheduled and delivered on-site and off-site training sessions, maintaining detailed records.

Evaluated performance and refined curricula to align with technology advancements.

Delivered global technical training for robotics and SaaS platforms
Developed subject-matter expertise across hardware, software, and customer workflows
Provided customer feedback to product teams to improve product performance

Conducted root cause analysis and quality inspections for manufacturing processes
Collaborated cross-functionally to resolve product and process issues

Performed pipeline inspections using robotic systems
Repaired equipment, saving significant operational costs

Coordinated and supervised over 100 welding jobs on nuclear systems

Planned and initiated the largest training program to qualify 15 sailors in brazing, leading to the highest amount of pipe brazer's in ships history.

Initiated semi-annual evaluations that were part of the sailors potential promotions

Navy/Marine Corps Achievement Medal, Sailor of the Year (CVN 71) Operation Iraqi and Enduring Freedom Medals, Honorable Discharge.

Mentored and supervised 50 personnel within unit, providing positive guidance for professional and personal development.