Nicole Falkenbury
Royal Oak,MI
Summary
Detail-oriented and Results-driven Department Manager known for high productivity and efficient task completion. Skilled in team leadership, inventory management, and customer service excellence. Excel at communication, problem-solving, and adaptability, ensuring smooth department operations and a positive work environment.
Overview
1
1
year of post-secondary education
18
18
years of professional experience
Work History
Department Manager
The Home Depot Inc
Madison Heights, Michigan
10.2024 - Current
- Lead and manage a team of 15 employees in the Department, ensuring that all tasks are completed efficiently and on time
- Managed department merchandising and product displays to enhance customer engagement and drive sales
- Maintained department alignment with sales and profit objectives through waste reduction and identification of revenue opportunities
- Monitored inventory levels and restocked department merchandise
- Reviewed order fulfillment and pickup preparation for customers
- Supported customers with product selection and project guidance
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management
- Balanced workloads to meet targets without overtaxing employees.
- Fostered positive, inclusive work environment to strengthen teamwork and collaboration among staff
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Sales Agent
Andys Statewide
Auburn Hills, Michigan
03.2023 - 09.2024
- Assisted Andys Statewide customers with product selection and purchase questions
- Presented service options and explained pricing clearly to prospects
- Managed incoming leads and scheduled appointments to optimize sales opportunities for Andy's Statewide.
- Maintained knowledge of Andys Statewide offerings and local market needs
- Fostered positive customer interactions by delivering professional and courteous support for sales and service inquiries.
- Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
- Developed relationships with customers by providing excellent customer service.
- Continuously met sales goals via strategic prospecting.
- Offered coupons and special deals to increase customer spending.
- Enhanced customer service feedback scores by consistently delivering exceptional service.
- Regularly met or exceeded established sales goals by implementing strategic closing techniques.
Wholesale Development Partner
United Wholesale Mortgage
Pontiac, Michigan
02.2019 - 12.2022
- Managed mortgage broker partnerships across United Wholesale Mortgage loan pipelines.
- Guided partners through loan submission and status updates.
- Monitored pipeline activity and prioritized urgent loan conditions.
- Supported brokers with product knowledge and submission requirements.
- Coordinated communication between brokers, processors, and underwriters
- Cultivated long-term relationships with existing clients through consistent communication efforts
- Participated in industry-related meetings and conferences in order to stay up-to-date on current trends within the field
- Built a network of contacts within relevant industries which enabled access to valuable resources
- Resolved complex customer issues quickly while ensuring a positive experience throughout all interactions
Escalations Manager
Class Appraisal
Troy, MI
02.2009 - 02.2019
- Managed appraisal escalations for Class Appraisal clients and internal teams.
- Coordinated communication between appraisers, lenders, and operations staff.
- Resolved service issues with clear, professional client follow-up
- Supported process improvements for Class Appraisal escalation handling and response.
- Developed and implemented strategies to improve customer experience
- Developed an action plan based on analysis of data from past escalations, outlining steps needed to prevent similar issues in the future
- Drafted standard operating procedures for resolution of escalations.
- Identified potential risks associated with unresolved customer complaints by taking proactive measures when needed
- Monitored customer service team performance, providing guidance on how to handle difficult situations.
- Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently.
- Created reports tracking customer escalations, documenting trends and proposing actionable solutions to mitigate future occurrences.
- Trained staff on best practices for handling customer inquiries and escalating them appropriately
- Communicated regularly with customers regarding their cases, keeping them updated on progress towards resolution.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Education
Diploma - Graphic Design
Specs Howard School of Media Arts
MI 07.2018 - 08.2019
Berkley High School
Berkley, MISkills
- Visual merchandising
- Inventory management
- Order fulfillment
- Retail operations
- Team leadership
- Customer service
- Stock replenishment
- Loss prevention
- Problem solving
- Effective communication
- Team building
- Attention to detail
- Supply and inventory management
- Departmental rapport
- Sales expertise
- Relationship building and management
- Motivational leadership
- Retail management
- Vendor management
- Purchasing functions
- Business development and planning
- Department merchandising
Timeline
Department Manager
The Home Depot Inc
10.2024 - Current
Sales Agent
Andys Statewide
03.2023 - 09.2024
Wholesale Development Partner
United Wholesale Mortgage
02.2019 - 12.2022
Diploma - Graphic Design
Specs Howard School of Media Arts
07.2018 - 08.2019
Escalations Manager
Class Appraisal
02.2009 - 02.2019
Berkley High School