Nicholas Gaines

Work History

Whill Inc.

02.2022 - 10.2024

Company Overview: Mobility Device Manufacturer
Directed an FDA-regulated call center for type II medical devices.
Spearheaded initiatives that improved customer satisfaction metrics, achieving a Net Promoter Score of 86%, and a Customer Satisfaction Score of 95%.
Reduced wait times by 50% and warranty costs by 75% through process improvements and team coaching.
Managed North American call center operations, overseeing logistical and technical support teams to ensure seamless service delivery.
Established KPIs to monitor critical customer service metrics, achieving a 98% weekly case closure rate and a 73% First Contact Resolution (FCR).
Created workflows and AI processes in the Intercom chatbot to resolve tier 1 cases, which led to a 20% decrease in representative interaction.
Enhanced RMA processes, reducing turnaround time by 20 days, and improving customer satisfaction.
Initiated SOPs and workflows to decrease resolution time by an average of three days.
Supervised 3PL inventory and shipping, reducing time to ship by 4 days.
Reduced shipping costs by 30% by utilizing multiple freight companies.
Initiated package testing with UPS Labs to ensure the safe delivery of the product, with a $40,000 annual reduction in replacement costs.

CUES Inc.

09.2010 - 02.2022

Company Overview: Pipeline Inspection Robotics Manufacturer
Designed and implemented a Customer Satisfaction Program, achieving a 91% CSAT score.
Managed a team of 12 product trainers, creating over 50 Standard Operating Procedures (SOPs).
Introduced NASSCO certification into training programs, enhancing value for B2B customers in the wastewater industry increasing CSAT by 15%
Implemented, trained, and supported GraniteNet (SaaS), to include, Esri Modules, Web Solutions, and AI for multiple local and state government water and waste water departments.
Conducted diagnostics and resolved technical issues in robotic systems.
Oversaw workforce operations for efficient task delivery and optimized outcomes.
Skilled in handling service level agreement protocols and billing processes.

Lockheed Martin

01.2010 - 09.2010

Inspecting parts for the PTDS Project
Implemented shipping QC processes for packing and shipping parts to FOBs leading to a 100% decrease in missing parts
Interpreted Technical documents and Blueprints ensuring parts were within tolerance.
Interacted with Engineering Head on redline approvals and deviations from specs
Completed precise measurements using special tools.
Evaluated components and final products against quality standards and manufacturing specifications.
Performed visual inspections and non-destructive tests where appropriate.

Hydro Physics Inc.

01.2008 - 01.2010

Inspecting pipeline with robotic cameras
Repaired cameras and transporters saving the company tens of thousands each year
B2C role with excellent customer rapport and feedback.
Identified issues, analyzed information and provided solutions to problems.

United States Navy

01.2003 - 01.2008

Coordinated and supervised over 100 welding jobs on nuclear systems
Created and managed PM documents and execution to ensure machines stayed in proper working order
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.