Achieved enhanced team performance through targeted coaching and support initiatives. Transformed Workplace dynamics by promoting collaboration among team members. Improved Client satisfaction through effective customer service and case management strategies.
Hi, I’m
Scott Fullmer
Riverton,UT
Summary
Work History
Energy Management CorporationSalt Lake City, UT
Customer Experience Advisor
06.2025 - Current
Job overview
- Support our outside sales team and field technicians by creating quotes, fulfilling orders, and keeping CRM data sharp and accurate. Helped grow sales from 25mil to 40mil from July 2025-March 2026
- Be the first point of contact for customers via phone, email, and e-commerce, making sure they get quick, clear, and professional solutions.
- Build relationships and grow accounts by developing outbound sales strategies tailored to customer needs.
- Expert on products and services confidently guide customers to the best solutions for their business. Consistentaly at 90% on time completion from July 2025 to July 2026.
Trulite Glass and Aluminum SolutionsSalt Lake City, UT
Sr. Customer Service Manager (CSM)
07.2024 - 02.2025
Job overview
- Developed the customer service department, leading customer service agents in successfully achieving company initiatives. Essential responsibilities include training agents, retaining customers, and coordinating with other department heads.
- Resolved complex issues for high-value customers, maintaining their loyalty. Identified recurring customer pain points and suggested process improvements. Reduced complaint resolution time by 30% through a new troubleshooting system. Successfully de-escalated 90% of customer complaints, preventing negative reviews.
- Developed and implemented training programs for staff, improving service quality and efficiency.
- Established metrics for performance evaluation, ensuring alignment with organizational goals.
- Collaborated with sales and operations teams to align strategies for enhanced customer experience.
- Managed escalated customer inquiries, providing strategic solutions to complex issues efficiently.
WayfairOrem, UT
Customer Service Manager
09.2017 - 03.2024
Job overview
- Organized new site team-building structure which enhance collaboration, motivation, and a positive workplace culture by 40% from 2023-January 2024
- Provided quality assurance insights, ensuring agents consistently exceeded standards that lead to 30% decreased phone handle time from January 2021- December 2021
- Created a motivational approach, encouraging continuous improvement, and innovation. KPI scores (mainly customer satisfaction) improved 45% from Janauary 2021 January 2022.
- Developed training programs to elevate staff performance and ensure consistency in service delivery.
- Implemented quality assurance measures, ensuring adherence to company standards and policies.
- Analyzed customer feedback to identify trends and implement process improvements for service operations.
- Collaborated with cross-functional teams to streamline issue resolution and enhance customer experience.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- (Manager: 3 years 5 months)
- Promoted to Team Manager after consistantly exceeding expectations around performance, order issues, manager escalations, and ensured exceptional problem resolution. Helped run team meetings and onboard new employees coming onto our team.
- Guided agents to deliver outstanding service, addressing challenges for team success.
- (Team lead: 2 years 3 months)
- Specialized in post-order issue resolution as a Case Management Representative. Excelled quickly by developing a confident approach assuring resolution that lead to an average of 60 cases completed weekly with customer satisfactory at 95% for six months. I was promoted to a team lead.
- (Case manager: 6 months)
- Promoted from a customer service repreaentative to case manager after hitting target goals and performing at a high standard while consistently exceeding expectations.
Transition ProductionsRemote
Production Assistant
07.2016 - 06.2017
Job overview
- Transported video equipment to various locations.
- Set up stages, gaffer, and event lighting, ensuring optimal visual presentation.
- Efficiently made equipment runs to support smooth operations.
- Set up and managed the crafty table, catering to the crew's refreshment needs.
- Shot video footage for b-roll edits, contributing to content quality.
- Demonstrated photography skills for diverse project requirements.
- Expertly set up FlyCam/Batcam for dynamic aerial shots.
- Managed flag setup, ran cords, set up mics, and organized television video cameras for production.
- (1 year)
- Coordinated production schedules to optimize workflow and resource allocation.
- Assisted in set preparation, ensuring all equipment and materials were readily available.
- Supported on-site production activities, maintaining a safe and organized environment.
- Implemented process improvements to enhance efficiency during filming sessions.
- Collaborated with team members to troubleshoot technical issues in real-time.
Access DevelopmentSalt Lake City, UT
Account Executive
05.2012 - 12.2016
Job overview
- Developed marketing techniques that allowed us to advertise vendors on multiple channels to drive traffic into businesses that were needing help. This approach effectively allowed me to hit my target goals consistently for 2 years while also exceeding them.
- (4 years 8 months)
Education
University of UtahSalt Lake City, UT
Bachelor of Arts from Film & Media Studies
University Overview
Skills
Customer Satisfaction
Certification
Driver's License
Awards
Awards
- Purple Sofa Award 2022
- Amethyst award back to back 3 straight years, 2018, 2019, 2020. Promoted to manager.
- Top Performer at Access Development.
- Employee of the year Global Marketing Alliance
Links
Links
linkedin.com/in/scott-fullmer-49a8a838Overview
14
years of professional experience
1
Certificate