NICOLE MERTEN

• Empowered clients to set and achieve personal and professional goals through customized action plans and regular follow-up meetings.
• Boosted clients'' confidence levels by addressing limiting beliefs, reframing negative thought patterns, and fostering a growth mindset.
• Fostered strong client relationships through empathetic listening skills, non-judgmental support, and genuine interest in client success.
• Mentored aspiring life coaches by providing guidance on best practices, ethical standards and professional development opportunities.
• Supported clients in overcoming personal challenges by applying solution-focused coaching methodologies and evidence-based techniques.
• Maintained industry knowledge by attending relevant conferences, workshops, webinars and pursuing continuous education opportunities within the field of life coaching.
• Increased client satisfaction rates by maintaining open lines of communication, regularly soliciting feedback, and adapting coaching approaches as needed.

• Assists applicants through the credentialing process using the Integrated Licensing and Regulatory Systems-ILRS).
• Assists as needed with duties for all applications of Pharmacy employee's
• Completes Pharmacist, Pharmacy Technician and Pharmacy Assistant verification of credential requests.
• Prepares applications and list for all applications to go forward to records retention.
• Enters pharmacy applicants school data into the licensing database.
• Attends and participates in monthly meetings with credentialing team.
• Run background checks on all Pharmacy applicants
• Provides clear and timely communication with applicants via email or telephone
• Process Pharmacy employee applications to obtain licensure approval, at times providing information to the WA State Pharmacy Commission to review applications for approval/denial
• Works with personal licensure information while maintaining strict confidentiality procedures

• Provide Customer Service via telephone, email, live chat and web messages using the Department of Revenue’s new programs and software
• Research accounts to provide precise responses to complex inquiries to deescalate upset customers
• Researched WA State Business applications to ensure they were established and licensed with the state and what taxes they needed to pay
• Knowledge of RCW’s, WAC’s and followed strict policy and procedure to set up business license and tax accounts
• Worked independently on projects
• Respond to a high volume of telephone inquiries regarding confidential and non-confidential information with friendliness and professionalism, referring callers to web sites, co-workers or other resources
• Assist Washington State business owners set up proper licensing and tax accounts and direct them to additional agencies they may need to establish accounts
• Respond to high volume of email, secure message and live chat communications to properly advise customers on policies

● Lead trainer for new hires on policies and procedures for WA State Business Licensing

● Research accounts to provide precise responses to complex inquiries to deescalate upset customers

● Researched WA State Business applications to ensure they were established and licensed with the state and needed to pay UI taxes

● Knowledge of RCW’s, WAC’s and followed strict policy and procedures to pay out UI benefits and to set up business tax accounts

● Managed unemployment benefit appeal hearings for emergency and extended unemployment benefits

● Trained staff on appeal hearing procedures

● Worked independently on projects

● Respond to a high volume of telephone inquiries regarding confidential and non-confidential information with friendliness and professionalism, referring callers to web sites, co­workers or other resources