NITCO Employee Spotlight: Toni Craft

Toni Craft, a NITCO Plant and Provisioning Specialist, has worked with the company for over 13 years. While working with NITCO, she has had numerous roles, starting with her time at the help desk.

As a help desk professional, Craft troubleshooted calls fielded by various individuals. Her previous experience with AT&T allowed her a base set of skills for addressing each call. She spoke more to the experience of working at the help desk.

“It was a little bit different, troubleshooting internet and phone services versus troubleshooting cell phones,” Craft said. “Troubleshooting is pretty much all related to the same basic skills.”

During her role at the help desk, Craft moved to customer service representative, where she communicated directly to understand customers while working to find solutions to their needs. Following this, she attained her current position as a Plant and Provisioning Specialist.

Day to day, Craft’s role relies on whatever people around the company need at a moment’s notice.

“No two days are the same,” Craft said. “I’m kind of the middleman between different departments. There are a lot of different avenues I can go towards.”

Craft’s responsibilities include attending meetings, overseeing reports and audits, updating client plant records, and working with the customer service team and technicians to help guide troubleshooting for issues that arise around the company. Her additional support helps facilitate a productive and conducive environment for each of her peers.

In 2022, NITCO founded their Employee Engagement Committee (EEC), of which Craft is a part. The EEC relies on direct or anonymous communication from employees who have concerns or suggestions about aspects of the company. As a committee member, Craft works to create opportunities for improvement in various areas of the workplace. She also aids in the organization of various events throughout the year, including NITCO’s Employee Appreciation Day.

In the past 13 years, Craft has noticed significant growth through her work with NITCO, crediting the work environment for this.

“Over the years, you learn from different co-workers and leaders. They shape how you develop,” Craft said. “A lot of them have retired since I started, but NITCO’s always provided opportunities for us to learn and grow.”

Craft highlighted her experience with NITCO as a clear example of a welcoming and constructive work environment.

“I know that everybody’s like, ‘Oh, at a job, you’re just a number,’ but it’s different here,” Craft said. “People actually care about each other. You just feel more valued.”

Since starting her position as a Plant and Provisioning Specialist, Craft has continued to strive for excellence in the company. Presently, she is taking courses online to keep up with a rapidly changing industry. For Craft, change has always been at the forefront of her job.

“Technology is always changing. There are always new things to learn and ways to improve,” Craft said.

While she has consistently pushed for improvement, Craft has also faced challenges of adapting to the fast pace and high pressure of her job. As an in-between for many departments, she puts her best foot forward in trying to make sure everyone is receiving the attention they need in order to resolve their problems.

“I don’t like to keep people waiting,” Craft said. “A lot of people come to me at once, and I just want to give everyone time to work on their issues with them. I have to prioritize things, but I still want people to feel like they’re important.”

Throughout her time with NITCO, Craft has found support through her husband and her child. She said being a mother has pushed her to be her best self every day. Outside of work, most of her time goes towards her family. Recently, her son started participating in T-ball, after time in both soccer and swimming lessons.

Beyond sports, she enjoys attending festivals, aquariums, and zoos with her family. Along with sailing the Caribbean sea each year on a cruise!

She is grateful for the opportunity to grow beyond her own expectations, and she hopes to continue this growth as she continues on with the company.

“It’s definitely helped me and shaped me more professionally,” Craft said. “Since I’ve been here 13 years, I’ve spent pretty much half my adult career with this company. It expanded my knowledge, because this was not part of my background, but I was also able to gain confidence. I never would imagine I would be where I’m at right now.”

For more information on NITCO, you can visit nitco.com.