Nicole Baker

• Stakeholder Collaboration: Work closely with internal stakeholders to identify process improvement opportunities and help drive innovation.
• Requirements Gathering: Engage with internal customers to understand their business needs and translate them into detailed requirements.
• Process Streamlining: Fulfill requests to streamline operational processes by implementing requirement and data-driven solutions.
• Development Support: Communicate effectively with technical teams to support ongoing PeopleSoft CRM projects.
• User Acceptance Testing: Fulfill user acceptance testing requirements for CRM initiatives and enhancements.
• CRM Configuration: Complete various CRM configurations to facilitate project migration and implementation.
• Documentation Production: Create detailed documentation for informed business decision-making, including briefing notes and process reviews.
• Data Analysis: Analyze data to identify gaps, drive operational innovation, and confirm requirements are effective post migration.
• Team Support: Provide ongoing support to team members in troubleshooting internal system issues, promoting efficient problem resolution.
• Team Collaboration: Actively participate in team meetings to share knowledge, address challenges, and collaborate on solutions.
• Task Management: Demonstrate strong organizational and time management skills while managing multiple projects or tasks simultaneously.

• Intake Expertise: Served as a subject matter expert for front-line intake staff, addressing questions and training needs promptly.
• Operational Assessment: Evaluated operational practices to identify efficiencies, automation opportunities, and facilitate the transition from paper-based to electronic processes.
• Policy Implementation: Led and co-led the implementation of updates to operational policies and procedures, including Area Committee, Block Fees, and Referral processes.
• Training Development: Created effective training tools and resources to support staff development.
• Training Facilitation: Conducted various training sessions, both in-person and virtually, to enhance team skills.
• Change Management: Played a key role in change management initiatives, assisting staff in adapting to new systems and processes.

Notable skills: Efficiently manage multiple projects, personal email inquiries, meeting schedule, and the Service Integration user support inbox simultaneously with ease.

• Relationship Management: Greeted clients professionally, directing them appropriately and ensuring a positive first impression of the organization.
• Service Processing: Provided application services while being empathetic, fair and neutral in approach and task completion. Services provided both in office and at various court based locations.
• Administrative Support: Delivered comprehensive administrative support in a fast paced office environment to ensure smooth operations, including managing a paper-based filing system, handling confidential information with discretion, addressing certificate requests from Legal Aid lawyer panel members all while directing day to day customer flow.
• Sensitive Tasks Fulfillment: Instrumental in office closure preparations during Legal Aid transformation.