Brooke Hanus
Orlando
Summary
Detail-oriented Professional with a diverse background in operational management, high-volume client services, technical support and collaboration. Demonstrates strong analytical, communication, and teamwork skills, with a proven ability to adapt and handle multiple tasks effectively and efficiently in fast-paced environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Pastry Chef
Prato, Park Lights Hospitality
09.2025 - Current
- Oversees the end-to-end development of seasonal product menus, ensuring all products meet strict quality standards and tight production timelines.
- Develops and executes pastry recipes, ensuring high-quality standards and consistent presentation.
- Effectively manages multiple tasks simultaneously during high-volume periods, maintaining consistent quality across all products.
- Collaborates with kitchen staff to optimize workflow and improve service efficiency during peak hours.
- Manages inventory management and vendor rotations to minimize waste and optimize resource allocation in a high-pressure environment.
Owner & Baker
Dode Mode Bakehouse
06.2025 - Current
- Founded and manages all aspects of a small-batch cottage bakery.
- Drives revenue growth through personalized consultations for custom orders and direct-to-consumer sales at large-scale community events.
- Manages all financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Develops and implements innovative baking techniques to enhance product quality and customer satisfaction.
Customer Care & Technical Support Specialist
NBCUniversal
05.2022 - 06.2025
- Drafted, edited, and tracked written communications via email, chat, and social media to resolve customer concerns efficiently.
- Monitored Peacock's social media platforms to engage users and provide real-time support.
- Managed sensitive account billing via Salesforce/Zendesk with a focus on data privacy and 100% accuracy.
- Assisted customers with troubleshooting and diagnosing hardware and software problems, ensuring timely resolutions.
- Resolved technical issues for diverse media platforms, enhancing user experience across all NBCUniversal services.
- Collaborated with cross-functional teams to improve support documentation and streamline processes for efficiency.
- Authored and edited internal training materials and knowledge-base articles to improve team-wide resolution efficiency.
- Created customer service training materials and helped facilitate training sessions to new hires.
Transcriptionist
Captel Service Specialists
08.2017 - 03.2022
- Provided real-time accurate transcriptions of complex, multi-speaker telephone communications for hearing-impaired clients with strict adherence to legal accessibility standards.
- Reviewed transcripts for consistency and adherence to quality standards.
- Demonstrated high attention to detail and quick processing of spoken content using specialized captioning software.
- Trained new staff on transcription software and best practices for accuracy.
Front Desk Receptionist
In Style Hair
03.2018 - 02.2019
- Managed daily front desk operations, client communication and efficient appointment scheduling in a busy salon environment.
- Coordinated all communication between clients and stylists, enhancing service delivery and client satisfaction.
- Maintained accurate records of client appointments and transactions using salon management software.
- Processed transactions, balanced cash register, and managed merchandise sales of salon and boutique.
- Oversaw inventory for salon hair products and formulas, maintaining accurate stock and coordinating timely restocking.
- Promoted services and special offers to encourage repeat business.
Education
Technical Certificate - Baking & Pastry Arts
Valencia College
Orlando, FL05-2025
Associate of Arts -
Seminole State College of Florida
Sanford, FL08-2021
High School Diploma -
Timber Creek High School
Orlando, FL05-2016
Skills
- Microsoft Excel
- Salesforce
- Zendesk
- Social Media Monitoring
- Digital Inventory Systems
- Quality Control (QA)
- Vendor Management
- End-to-End Project Coordination
- Technical Writing
- Multi-channel Client Support
- Conflict De-escalation
- Peer Training & Mentoring
- Menu planning
- Pastry techniques
- Pastry preparation
- Customer service
- Data entry
Certification
ServSafe Food Protection Manager Certification, National Restaurant Association (March 2025 - Expires March 2030)
Timeline
Lead Pastry Chef
Prato, Park Lights Hospitality
09.2025 - Current
Owner & Baker
Dode Mode Bakehouse
06.2025 - Current
Customer Care & Technical Support Specialist
NBCUniversal
05.2022 - 06.2025
Front Desk Receptionist
In Style Hair
03.2018 - 02.2019
Transcriptionist
Captel Service Specialists
08.2017 - 03.2022
Technical Certificate - Baking & Pastry Arts
Valencia College
Associate of Arts -
Seminole State College of Florida
High School Diploma -
Timber Creek High School