Nick Fultz Email & Phone Number

Auburn, Wa, Us

Auburn, Wa

• Currently mentoring other Customer Services Representatives to help them become more efficient and effective in their role. This includes soft skills coaching, as well as coaching on various other technical skills such as: programmatic dialog, interpretation of complex laws and regulations, transcription and communication of complex laws and regulations, systems usage, fraud awareness, and researching.• Received two performance awards over course of career thus far.• Maintaining high accuracy while achieving maximum efficiency by keeping average call handle time at 10 minutes.• Educating the public on Social Security Administration (SSA) laws and regulations, as well as addressing any complex questions/situations within them.• Processing claims referrals for all SSA benefit types (there are 20 variations, all with different requirements and data points to consider) after interviewing, screening, and assessing the individual’s eligibility.• Using good judgement and reasoning to ensure the safety and security of Social Security Number Holders. For example: o Taking/identifying fraud reports for the Social Security Office of Inspector General (OIG). This may pertain to: anomalous claims submitted on a Number Holder's record; fraudulent MySocialSecurity accounts through the SSA.Gov website; fraudulent changes to a beneficiary's Social Security record (such as direct deposit or address changes); misuse of SSA benefits by a representative payee; or sanctions issues with other SSA employees.

Auburn, Wa

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Tacoma, Wa

• Recent work samples available upon request.• Using Google Sheets and Google Docs (and Microsoft Word and Excel) on a regular basis for CRM and reporting purposes complete with statistical graphics and numbers driven data.• Using Adobe software such as Illustrator, Photoshop, Dreamweaver, and Acrobat for various visual/branding content creation such as logo’s, social media development, and other practical collateral.• Multiplying (at times tripling or more) social media engagement with multiple clients.• Providing meaningful insight on how to structure sitemap to optimize SEO performance, showing immediate rise in search results across all major search engines.• Handling all finance management of own business.• Cultivating trust-founded relationships with small and mid-level business owners.• Providing high-end peer-to-peer consulting to professionals.• Developing ways to engage multiple target audiences through various online mediums. Examples include: o Creating blog from scratch with genuine content to leverage for SEO benefits. o Installing keyword-rich copy into website, blog, and social media content for SEO benefits. o Using advertisements on Google & Facebook to increase brand awareness & website ranking.Viral Biz – Social Media Manager – Tacoma, WA Feb 2010 – Mar 2012• Cultivated trust relationships with small and mid-level business owners.• Developed ways to engage multiple target audiences using social media. Examples include: o Created engaging content posted on regular intervals scheduled within Facebook and/or HootSuite o Facebook advertising used to gain additional exposure• Trained / led workshops on using social media for both consumer and business purposes.

Telecommute

• Successfully structured online copy, which attracted people to attend events or call the realtor with genuine inquiries.• Implemented content marketing strategy and advertising on Facebook to draw new visitors to open houses.

Lancaster, Pennsylvania Area

This segment of work experience was a collaboration between my original employer (The Jay Group) and their client (Connect Your Care). I received two promotions. One within The Jay Group as a Marketing Consultant, and another through Connect Your Care directly. I held both promotions simultaneously.Connect Your Care – Customer Care Team Lead – Lancaster, PA Feb 2014 – Dec 2014• Nine kudos for providing an outstanding experience with the company (Connect Your Care) over 10-month duration as a Supervisor.• As a patriarch of this new position, established many practices and processes to aid future Team Leads in their work.• One of two Team Leads servicing millions of HSA/FSA accounts managed by Connect Your Care nationwide.• First tier supervisor support. Managed a team of 52 agents.• Transitioned an average of 50 dissatisfied clients to satisfied, daily, taking escalated calls from agents.The Jay Group – Customer Service Representative – Lancaster, PA Mar 2013 – Feb 2014• Primary client served was Connect Your Care, the #1 HSA/FSA custodian in the U.S.A. • Sixteen kudos for providing an outstanding experience with the company (Connect Your Care) over 11-month duration as Customer Service Representative.

• Completed research, which resulted in a significant restructure of the company’s B2B marketing strategy, resulting in an increase of revenue for this mid-sized by-contract fulfillment/contact center.• Conducted competitive research/analysis. Resulted in drastic profitable changes in integration of marketing strategy felt at all levels of business.• Renovated the online presence of www.jaygroup.com by performing SEO best practices to ensure the effectiveness of SEM partners.• Identified weaknesses in business to increase revenue by providing cutting edge B2B marketing strategies to upper management sales force.

Puyallup, Wa

• Was offered an extension on my contract due to exemplary sales performance. Pursued other opportunities.• High-end consumer services/sales• Provided a quality guest experience through education on the Chromebook matching versions to needs.

Master Of Business Administration (M.B.A.), Human Resources Management/Personnel Administration, General

Bachelor Of Business & Marketing, Business, Management, Marketing, And Related Support Services

Associate'S Degree, Business, Management, Marketing, And Related Support Services

Diploma