Led by Nikki Duncan, PMP — Business Operations Leader & Strategic Problem Solver
Results I’ve Delivered
60%+ growth in local print market share
Led a year-long training initiative across 53 franchise locations, delivering 530+ custom learning modules that transformed fear of technology into confidence in print production, solidifying long-term operational shifts.50% reduction in manual tracking efforts
Migrated the Area Office from paper-based operations to a fully digitized, web-based platform, supporting rapid growth from 60 to 130+ franchisees and scaling team collaboration across 13 staff members.100% on-time conversion of 112 stores to Dynamics 365
Oversaw a 12-month POS migration that improved sales, enhanced data security, and ensured compliance — achieved with zero downtime and an adoption rate supported by podcast-style training, live support, and flexible scheduling.
What I Bring to the Table
- PMP-certified leadership with 20+ years in operations
- Cross-functional communication across stakeholders, from C-suite to front line
- Deep experience in franchise systems, tech implementation, and crisis response
- Compassionate, grounded leadership that gets results — without burning teams out
Looking for someone to drive your next change management initiative across the finish line? Let’s talk about how I can help your teams streamline, scale, and succeed.
Case Studies
The Problem: Technology Limiting Growth
The 112 franchise locations in our development Area were operating on an outdated JavaPOS system. We were facing data inconsistencies, SKU misalignment, aging hardware, limited visibility, and compliance risks.
At the same time, the organization had just navigated the operational strain of a global pandemic, and support of the existing systems was running out.
The business needed:
- Updated technology
- Clean data
- Improved security
- Better reporting
- Full adoption across 112 independent operators
And it needed it within 12 months.
The Objective
Convert all 112 stores in our Area to Microsoft Dynamics 365 MPOS while ensuring:
• Clean SKU and pricing alignment
• New credit card vendor onboarding
• Hardware installation
• Worker configuration in back office
• Comprehensive training
• Minimal disruption to store operations
This was as much a behavioral conversion as it was technical.
What I Did
I structured the rollout into phased, manageable milestones:
Phase 1: Credit card vendor setup
Phase 2: Hardware procurement and installation
Phase 3: SKU cleanup and pricing alignment
Phase 4: Training and back office configuration
Phase 5: Live system conversion
Franchisees self-scheduled their conversions, which created ownership and accountability.
To drive adoption, I developed:
- Video training modules
- Quick reference guides
- Podcast-style audio walkthroughs
- A centralized support website
- Multiple weekly Zoom support sessions with screen sharing
I also built shared Excel trackers via Teams to monitor each store’s milestone progress and proactively address delays.
This approach balanced structure with flexibility.
Why This Matters
If you are leading an organization and planning a systems migration, the risk is rarely technical failure. It is resistance, confusion, or partial adoption.
Change fails when leaders assume installation equals implementation.
It does not.
Clear sequencing, stakeholder buy-in, and training that meets people where they are is what protects revenue during change.
The Problem: Untapped Revenue
Fifty-three franchise locations had underutilized print production capabilities.
Owners believed:
- Their equipment was insufficient
- Specialized design skills were required
- Technology was too complex
- Investment costs were too high
As a result, customers were being referred to competitors. Opportunity existed, though confidence did not.
The Objective
Equip at least one representative per store with the knowledge and confidence to:
- Discuss print production services
- Manage job ticket processes
- Reduce fear of technology
- Increase local print market share
The goal was more about changing behavior than training, so a people-first approach was critical.
What I Did
After completing trainer certification, I delivered more than 530 training modules across 53 stores.
The approach included:
- One-on-one and group sessions
- Practical job ticket exercises
- Equipment capability education
- Vendor tours to demystify outsourcing options
- Personalized support for hesitant owners
- Clear reassurance around flexibility and cost
I did not push upgrades. I built competence. When fear decreased, revenue increased. Upgrades followed.
Why This Matters
If you run a growing small business, your biggest revenue leak may not be marketing. It may be confidence. Teams avoid selling what they do not understand.
Operational leadership is not about pushing harder. It is about equipping better, because when people feel capable, they act. When they act consistently, the market responds.
The Problem: Growth Outpaced Systems
The business development Area had doubled and was preparing to double again in less than 10 years. The internal support team more than tripled.
But the systems had not evolved at the same pace as the workload.
Tracking was manual. Reporting was fragmented. Data lived in multiple places. Communication relied heavily on email threads and disconnected files. Compliance, renewals, transfers, and audits required constant human follow-up.
Growth was happening. But clarity was not keeping up.
The Objective
Create a scalable operational infrastructure that:
- Centralized compliance, renewals, transfers, openings, and audit tracking
- Reduced manual administrative effort
- Increased visibility across the leadership team
- Supported distributed, remote operations
- Adapted continuously to growth and complexity
This was not a one-time project. It was a multi-year operational transformation.
What I Did
I led the transition from a paper-based system to a centralized web-based tracking platform supported by Microsoft tools.
Key initiatives included:
- Designing centralized dashboards
- Implementing Teams-based shared resources for distributed staff
- Establishing quarterly review cycles for continuous improvement
- Integrating reporting tools to improve audit tracking visibility
- Maintaining a structured knowledge repository for onboarding and continuity
This was not about installing software. It was about building adoption.
So I focused on:
• Clear documentation
• Repeatable workflows
• Ongoing training
• Feedback loops
• Consistent refinement
Systems only work if people trust them.
Why This Matters
When your systems lag behind your growth, leaders become referees. They translate, track, chase, and burn out.
Operational efficiency is not about technology. It is about clarity, ownership, and visibility.
If your business is growing faster than your systems can support, this is the inflection point.
Clarity first. Then scale.
