Interview with Lexitas
Nicole Arango
December 7, 2023
Court Reporting
Interview with Lexitas: Nicole Arango
Nicole Arango, President of Court Reporting Division, does an amazing job of driving efficiency and operational optimization at Lexitas. We all benefit from her work, but we don’t always get to see how it happens. I appreciated getting to know Nicole a little better, and I hope this helps you get to know her a little better, too.
Debbie Weaver:
Hi there! Thanks so much for taking the time to answer some questions and share a little bit about yourself.
Let’s start with the basics: Can you tell me a little bit about your professional background? Did you originally plan to do the kind of work you’re doing now? What is the educational and/or professional path that led you to join Lexitas?
Nicole Arango:
I graduated from the University of Puerto Rico with a degree in Psychology. Afterwards, I moved to Philadelphia for law school. I was enrolled in Temple University’s evening law school program while I worked as a paralegal full-time during the day. During that time, I had the opportunity to learn about the legal industry in theory and practice simultaneously. I was able to spend my days working in real-life cases, understanding how law firms and organizations worked, negotiating deals, and getting full exposure to the complexities that come with the legal industry. My nights were spent learning about the foundational aspects of the law and how to analyze legal scenarios critically and creatively.
About a year and a half into my time in Philadelphia, I decided to accept a job at a court reporting agency as part of the Client Services team (a company that was later acquired by Lexitas). I made this change because I was not feeling fulfilled with my career path at that time. Even though I loved the legal industry, I was having a hard time picturing myself being an attorney. I did not feel passionate about practicing law in the traditional sense and grew less and less interested in completing my JD. After almost two years of law school, I decided to withdraw. Instead, I pursued my MS in Organizational Development & Leadership from St. Joseph’s University. To this day, I consider that to be the best decision I ever made for myself professionally.
Debbie:
Wow, that’s an amazing journey! Your background is primarily in Paralegal and Operations work. How does that inform the work you’re doing now? What has that progression been like?
Nicole:
My background as a paralegal allows me to understand the client experience and the litigation lifecycle fully. Having that foundational knowledge helps me look at our offerings holistically, identify areas of opportunity, and connect with clients in a deeper way so I can anticipate their needs. My operations background has been critical in my current role because I have an in-depth understanding of the work that our team does every day. I can look at the big picture of where we need to go – and how we are going to get there – without losing sight of the nuts and bolts.
Debbie:
That makes a lot of sense. What do you love about your job? What are some of the things you get the most satisfaction from at work?
Nicole:
I love the team that I work with. The division’s success is in large part because of the amazing individuals that make up the collective. I am very big on company culture, and I think one of the best parts of this job is that we work in an environment where ideas, creativity, and out-of-the-box thinking are encouraged. As far as satisfaction goes, I am very driven and diligent, so I get a lot of satisfaction when goals are met and visions come to life.
Debbie:
Love that. Could you talk about your work with the Court Reporting Division at Lexitas? What exactly does that entail? What kinds of opportunities do you look for? What are you hoping to strengthen or improve?
Nicole:
My days are never the same twice. That’s one of the most exciting parts about the job. We have grown very quickly over the past few years, and we currently have several large projects that will really take us to the next level. I am always looking for ways for us to enhance the client experience, to leverage opportunities to be more efficient while not compromising what makes us great, and to make sure that our team feels proud to be part of Lexitas. I want to continue strengthening our team relationships now that we are such a large division, which can be tricky at times due to our remote work environment.
Debbie:
Definitely. That’s hard to do, but I’m glad you’re working to figure it out. What tools or skills do you find yourself using most in order to be successful at your job?
Nicole:
I use the Inbox Zero method because it helps me feel more in control of my days. Some of my team members make fun of me for this, but I also love writing everything down on pen and paper. One last thing is automation of certain tasks so I can free up time to dedicate to more complex items.
Debbie:
How do you define success in your role? It is primarily metrics-based, or are other factors involved? What does a win in the Court Reporting Division look like?
Nicole:
There is definitely a metrics-based aspect to success in this role. As a division, we have clear goals that we need to hit, and a lot of our decisions are made with these metrics in mind. Hitting specific numbers, getting new clients, and winning bids will always be considered victories. However, success is never just about numbers.
A win for me is also seeing positive feedback on our employee surveys or identifying constructive criticism that I can do something about. It’s seeing our teams actively using our Employee Engagement Platform to recognize each other, highlight others’ accomplishments, and redeem their appreciation gifts. It’s traveling to our different offices and meeting team members that are engaged, motivated, and that feel satisfied in their roles.
Debbie:
I love what you’re saying about employee engagement. That’s so true. Culture has become an important focus for organizations over the last few years. How do you help build a strong culture that has an impact on an organization-wide level?
Nicole:
I started off as an individual contributor, and I remember thinking about what type of employee programs and communication cadences that I’d love to create if I were in a larger role. Now that I’m responsible for the Court Reporting Division, I am working hard to turn those ideas into reality. It’s a work in progress and there is a lot to still accomplish, but I am proud of how far we’ve come. Strong workplace cultures start with strong leaders that lead by example, listen to learn, and ultimately take those learnings and turn them into action. I am always trying my best to show up as a strong leader for Lexitas so I can inspire others to do the same.
Debbie:
What are some of the most challenging parts of your job? What are some of the things that take a little more time and patience?
Nicole:
Competing priorities are a challenge because you need constantly analyze them to determine their impact and adjust priority levels accordingly. There is also a balance that must be kept between the daily running of the business and the big-picture projects that take time and resources. The day-to-day grind vs. the big picture vision, if you will. The latter requires a lot more time and patience to build, but it’s so rewarding when you see it come to life.
Debbie:
Completely agree. That really is the most rewarding part, and it’s a great way to frame the challenges. What is your favorite part of approaching work each day? What gets you up in the morning and keeps you engaged?
Nicole:
I’ve been with Lexitas for six years now, and I can give two top reasons why I love to come to work each day: 1) The people I work with and 2) The trust/flexibility that I get from Gary Buckland to do my job. There are few things more fulfilling professionally than being trusted by your boss to try new things, to think big, and to build a vision from scratch alongside brilliant minds that you get the privilege to call your team.
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| Nicole Arango President, Court Reporting Division |
Debbie Weaver:
Hi there! Thanks so much for taking the time to answer some questions and share a little bit about yourself.
Let’s start with the basics: Can you tell me a little bit about your professional background? Did you originally plan to do the kind of work you’re doing now? What is the educational and/or professional path that led you to join Lexitas?
Nicole Arango:
I graduated from the University of Puerto Rico with a degree in Psychology. Afterwards, I moved to Philadelphia for law school. I was enrolled in Temple University’s evening law school program while I worked as a paralegal full-time during the day. During that time, I had the opportunity to learn about the legal industry in theory and practice simultaneously. I was able to spend my days working in real-life cases, understanding how law firms and organizations worked, negotiating deals, and getting full exposure to the complexities that come with the legal industry. My nights were spent learning about the foundational aspects of the law and how to analyze legal scenarios critically and creatively.
About a year and a half into my time in Philadelphia, I decided to accept a job at a court reporting agency as part of the Client Services team (a company that was later acquired by Lexitas). I made this change because I was not feeling fulfilled with my career path at that time. Even though I loved the legal industry, I was having a hard time picturing myself being an attorney. I did not feel passionate about practicing law in the traditional sense and grew less and less interested in completing my JD. After almost two years of law school, I decided to withdraw. Instead, I pursued my MS in Organizational Development & Leadership from St. Joseph’s University. To this day, I consider that to be the best decision I ever made for myself professionally.
Debbie:
Wow, that’s an amazing journey! Your background is primarily in Paralegal and Operations work. How does that inform the work you’re doing now? What has that progression been like?
Nicole:
My background as a paralegal allows me to understand the client experience and the litigation lifecycle fully. Having that foundational knowledge helps me look at our offerings holistically, identify areas of opportunity, and connect with clients in a deeper way so I can anticipate their needs. My operations background has been critical in my current role because I have an in-depth understanding of the work that our team does every day. I can look at the big picture of where we need to go – and how we are going to get there – without losing sight of the nuts and bolts.
Debbie:
That makes a lot of sense. What do you love about your job? What are some of the things you get the most satisfaction from at work?
Nicole:
I love the team that I work with. The division’s success is in large part because of the amazing individuals that make up the collective. I am very big on company culture, and I think one of the best parts of this job is that we work in an environment where ideas, creativity, and out-of-the-box thinking are encouraged. As far as satisfaction goes, I am very driven and diligent, so I get a lot of satisfaction when goals are met and visions come to life.
Debbie:
Love that. Could you talk about your work with the Court Reporting Division at Lexitas? What exactly does that entail? What kinds of opportunities do you look for? What are you hoping to strengthen or improve?
Nicole:
My days are never the same twice. That’s one of the most exciting parts about the job. We have grown very quickly over the past few years, and we currently have several large projects that will really take us to the next level. I am always looking for ways for us to enhance the client experience, to leverage opportunities to be more efficient while not compromising what makes us great, and to make sure that our team feels proud to be part of Lexitas. I want to continue strengthening our team relationships now that we are such a large division, which can be tricky at times due to our remote work environment.
Debbie:
Definitely. That’s hard to do, but I’m glad you’re working to figure it out. What tools or skills do you find yourself using most in order to be successful at your job?
Nicole:
I use the Inbox Zero method because it helps me feel more in control of my days. Some of my team members make fun of me for this, but I also love writing everything down on pen and paper. One last thing is automation of certain tasks so I can free up time to dedicate to more complex items.
Debbie:
How do you define success in your role? It is primarily metrics-based, or are other factors involved? What does a win in the Court Reporting Division look like?
Nicole:
There is definitely a metrics-based aspect to success in this role. As a division, we have clear goals that we need to hit, and a lot of our decisions are made with these metrics in mind. Hitting specific numbers, getting new clients, and winning bids will always be considered victories. However, success is never just about numbers.
A win for me is also seeing positive feedback on our employee surveys or identifying constructive criticism that I can do something about. It’s seeing our teams actively using our Employee Engagement Platform to recognize each other, highlight others’ accomplishments, and redeem their appreciation gifts. It’s traveling to our different offices and meeting team members that are engaged, motivated, and that feel satisfied in their roles.
Debbie:
I love what you’re saying about employee engagement. That’s so true. Culture has become an important focus for organizations over the last few years. How do you help build a strong culture that has an impact on an organization-wide level?
Nicole:
I started off as an individual contributor, and I remember thinking about what type of employee programs and communication cadences that I’d love to create if I were in a larger role. Now that I’m responsible for the Court Reporting Division, I am working hard to turn those ideas into reality. It’s a work in progress and there is a lot to still accomplish, but I am proud of how far we’ve come. Strong workplace cultures start with strong leaders that lead by example, listen to learn, and ultimately take those learnings and turn them into action. I am always trying my best to show up as a strong leader for Lexitas so I can inspire others to do the same.
Debbie:
What are some of the most challenging parts of your job? What are some of the things that take a little more time and patience?
Nicole:
Competing priorities are a challenge because you need constantly analyze them to determine their impact and adjust priority levels accordingly. There is also a balance that must be kept between the daily running of the business and the big-picture projects that take time and resources. The day-to-day grind vs. the big picture vision, if you will. The latter requires a lot more time and patience to build, but it’s so rewarding when you see it come to life.
Debbie:
Completely agree. That really is the most rewarding part, and it’s a great way to frame the challenges. What is your favorite part of approaching work each day? What gets you up in the morning and keeps you engaged?
Nicole:
I’ve been with Lexitas for six years now, and I can give two top reasons why I love to come to work each day: 1) The people I work with and 2) The trust/flexibility that I get from Gary Buckland to do my job. There are few things more fulfilling professionally than being trusted by your boss to try new things, to think big, and to build a vision from scratch alongside brilliant minds that you get the privilege to call your team.
