Kendall Norum
Lapeer,MI
Summary
I would describe myself as an organized and dependable candidate, successful at managing multiple priorities simultaneously without compromising quality. I strive to always have a willingness to take on added responsibilities to meet expectations for any position I take on. I pride myself most with my ability to uphold my integrity, temperament, and empathetic demeanor in any situation I am faced with in the workplace. I am a dedicated Customer Service Specialist, providing skills to prioritize customer needs, in multi-tasking, fast-paced working environment. Successfully working as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues, to resolve conflict in the most efficient and positive manner. I accomplish these things by staying very organized, paying close attention to detail, and creating an environment that is positive for those who work with me.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
The Home Depot Inc
Flint , MI
03.2023 - Current
- Collected deposits or payments and arranged for billing.
- Demonstrate a positive, uplifting demeanor and attitude for a great customer experience.
- Updated databases with new and modified customer data.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions in a fast-paced environment.
- Keeping up to date on technical advances to maintain effective customer service experiences.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Using proper discretion in problematic situations, upholding my integrity and empathy for customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Comfortable with face-to-face and phone call interactions to provide the best service possible for customers.
- Filing paperwork for customer orders, rentals of equipment, and different forms of payment for store inventory.
- Keeping detailed records of interactions, concerns, and personal information for customers who shop regularly and new customers.
Licensed Lending Officer
LoanDepot
Southfield, MI
06.2021 - 12.2022
- Obtained copies of applicants' credit histories and reviewed paperwork to determine the feasibility of granting loans.
- Handled customer complaints with relative ease by conducting research, listening carefully, and taking appropriate action.
- Monitored pipelines to track and log the status of loans.
- Explained very technical financial information to applicants in easy-to-understand language.
- Maintained energy and enthusiasm in a fast-paced environment.
- Worked flexible hours: night, weekend, and holiday shifts.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Helped college students obtain financial aid through loan programs.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
- Generated a recognized high volume of revenue for the company through highly trained and developed sales skills and terminology.
- Developed prospects for new loans by conducting an average of 800-1000 cold calls weekly.
Sales Assistant
The Home Depot Inc
Lapeer, MI
09.2018 - 06.2021
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Identified, hired, and trained highly qualified staff by teaching best practices, procedures, and sales strategies.
- Organized promotional events and interacted with the community to increase sales volume.
- Increased productivity by getting hands-on with my team, helping with merchandising, down-stocking product, unloading freight, and cashiering/customer service duties.
- Developed strategic relationships with key suppliers and clients to foster profitable business initiatives.
- Aggressively pursued competitive accounts by differentiating company from competitors.
- Effectively communicating with customers, all the way up to prospect vendors, and important individuals for business purposes.
- Operated a standing and sitting forklift, unloading pallets of product off incoming freight trucks, and organizing store inventory.
Education
Bachelor of Science - Psychology
University of Michigan - Flint
Flint, MI04-2025
Skills
- Client Relationship Development
- Active Listening and Learning
- Serve Customer Needs
- Analytical and Critical Thinking
- Networking and Partnership Development
- Strong Verbal and Written Communication
- Appointment Scheduling
- Complaint resolution
- Paperwork Processing
- Microsoft Office expertise
- Customer Service
- High-energy attitude
- Active Listening
- Multi-Task Management
- Building rapport
- Conflict Mediation
- Client Relations
- Medical terminology knowledge
- CRM Software
- Payment Processing
- Coaching and Mentoring
- Customer Satisfaction
- Team Oversight
- Highly Organized/Detail Oriented
- Excellent Communication Skills
- Staff Management
- Strategic Planning
- Scheduling
- Customer Retention
Accomplishments
- Certified and Licensed within 12 states of the U.S to lend as a lending officer
- Passed the S.A.F.E Exam, the standardized test to become a certified licensed lending officer. The average passing rate only being 34%.
- Earned my Associates Degree in general studies of Science, and will be finishing my degree specializing in psychology.
Timeline
Customer Service Representative
The Home Depot Inc
03.2023 - Current
Licensed Lending Officer
LoanDepot
06.2021 - 12.2022
Sales Assistant
The Home Depot Inc
09.2018 - 06.2021
Bachelor of Science - Psychology
University of Michigan - Flint
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