Project & Program Management

Led by Nicole Duncan, PMP — Business Operations Leader & Strategic Problem Solver

From single-location pilots to 100+ site rollouts, I bring two decades of hands-on experience turning complex, high-impact initiatives into measurable results. Grounded in servant leadership, my project and program management work blends strategy, empathy, and execution to create systems that scale, people that thrive, and businesses that grow.

How I Work

• People-First Change Leadership
  Every project I manage starts with the humans at the center. Whether I’m navigating stakeholder resistance, coaching teams through new systems, or introducing process automation, I focus on clear communication and trust-building to reduce friction and encourage buy-in.

• Data-Driven Decision Making
  I pair operational instinct with strategic insights, always aligning milestones and outcomes with key business goals. From compliance tracking to sales performance, every project includes built-in metrics to monitor impact and guide improvements.

• Continuous Improvement Mindset
  My work reflects the belief that good systems evolve. I design frameworks that grow with your team and ensure sustainability through documentation, training, and knowledge transfer.

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.

Case Studies

Print Production Training (2011–2012)
Transformed 53 stores through personalized training sessions, vendor partnerships, and ongoing reinforcement. The program not only demystified print tech but led to a cultural shift in how stores approached customer retention and upselling.

Operations Efficiency Program (2015–2024)
Developed and managed a decade-long operational support program. Implemented audit tools, launched centralized dashboards, and provided pandemic response solutions — all while maintaining a 30% improvement in compliance tracking.

POS Technology Conversion (2020–2021)
Drove the systemwide shift from JavaPOS to Dynamics 365 MPOS. The phased rollout emphasized franchise autonomy and operational readiness, leading to a post-conversion sales increase of up to 20% across the network.