Melissa Carducci Brooks
Coventry,CT
Summary
Highly motivated and experienced Customer Service Manager seeking a challenging and rewarding position where I can utilize my skills in leadership, communication, and operational management to enhance patient care and optimize departmental efficiency. A proven track record of improving customer satisfaction and streamlining workflows. Seeking a leadership role where I can contribute to a patient-centered environment.
Overview
22
22
years of professional experience
Work History
Bakery Specialist
Verano
04.2025 - Current
- Company Overview: Bakery/Kitchen team member producing high quality baked goods
- Follow, monitor, and maintain quality control measures in accordance with state and local laws.
- Precisely and efficiently measure and weigh ingredients using recipe specifications
- Safely operate commercial kitchen equipment to mix, melt, pour, and bake raw ingredients.
- Ensure that all food items are stored and rotated properly using first in first out (FIFO) methods
- Manages daily work flow
- Weigh, assemble, package, seal, and label products.
- Regularly clean and sterilize equipment and workspace.
- Collaborates with team members to complete tasks and maintain smooth running of bakery
- Maintain a clean and safe working environment within the facility and production areas.
Office/Sales Manager
Connecticut Soapstone
07.2024 - 04.2025
- Managed all areas of the office, scheduling of customer jobs and employees, customer inquiries and sales, advertising, inventory, material ordering, and customer pricing.
- Ability to use my people/customer service skills and lean tools to add visibility to this new business.
- Created relationships with our customers and distributors
- Responsible for ordering all stone and supplies
- Created a new inventory report bringing visibility to weekly turns, $$ on hand, and order notifications
- Continuously updated company website
- Visited customer residents to check jobs and remedy any issues when necessary
- Managed daily work flow
- Asked good questions and actively listen to understand my customer needs and wants
- Continuously learned about granite, soapstone, and quartz to ensure I have as much information as possible for my potential customers
- Determines customer pricing, square foot of stone needed, schedules template and install appointments, and follows up with customers to ensure they are satisfied
- Keeps office and showroom neat and organized
Customer Service Manager
Garden of Light DBA Bakery on Main
01.2020 - 01.2023
- Managed all areas of customer relations including but not limited to consumers, customers, distributors, co-packers, and transportation.
- Created a customer focused environment ensuring top notch customer service was received throughout all aspects of the business.
- Increased customer retention, OTIF %’s, and customer transparency, and decreased customer response time, PO turn around time and stock on hand based on lean practices.
- Assisted in growing business from ground up, to a $39M/year company
- Created lasting relationships with our customers ensuring they had full transparency and trust in our company
- Learned/created customer portals and communicated weekly to ensure customers constantly and consistently in the loop
- Effectively hired, directed, trained, and oversaw customer service employees.
- Created SOP’s to ensure consistent customer service and communication
- Reported metrics daily to directors and the board
- Worked directly with brokers and sales managers to ensure all customer needs were met in a timely manner
- Spread lean practices throughout the company as the Lean Champion.
- Improved flow of processes through employee buy in and ownership of their positions.
- Worked closely with QA, production, planning, and finance to ensure customer orders and requests were turned around within lead time and payment received within terms
Operations Manager
Garden of Light DBA Bakery on Main
01.2004 - 01.2020
- Managed all operational aspects of manufacturing plant.
- Managed, onboarded, motivated, directed, scheduled, and trained warehouse, customer service, porters, production, and planning and procurement employees to be productive, cross trained, and engaged in work.
- Created lasting relationships with active and potential customers, distributors, vendors, and co-packers.
- Oversaw all procurement of ingredients and packaging as well as costing for all products and transportation, areas of customer relations including creating lasting current and potential customers, distributors, co-packers, and transportation.
- Assisted in growing staff from 2 employees to 140.
- Created weekly production schedule based off of customer demand and history
- Established lean kanban inventory system to reduce finished stock inventory from 8 weeks to 4 weeks
- Worked closely with packaging distributors to determine best applications for the bakery, learn machinery and train employees on packaging machines
- Created lasting relationships with our ingredient, packaging, and transportation suppliers
- Reduced inventory cycle counts from weekly to monthly while ensuring stock levels remain
- Assisted creating MRP ordering system and managed all purchases while staying within budget
- Worked closely with QA and finance to ensure orders are approved for production and shipping
- Created lean trainings and lead lean book club.
- Assisted build out and move of new production plant and warehouse
Education
Recovery Coach Certificate -
CCAR Recovery Coach Academy
01.2024
Leadership And Management Program - Leadership
Goodwin College
East Hartford, CT01.2016
Dale Carnegie Course Certificate - undefined
Dale Carnegie
01.2014
General Studies - undefined
Manchester Community College
01.2003
Skills
- Customer relations
- Effective listening skills
- Effective communication
- Flexible problem-solving
- Inventory control
- Effective time management
- Collaborative team player
- Proactive self-starter
- Positive influence
- Adaptable learner
- Detail-oriented organization
- Team leadership
- Eager to acquire new skills
- Analytical problem solving
- Emotional understanding
- Strong work ethic
Technical Qualifications
- Microsoft Office (Word, Excel, PowerPoint, Access, Publisher, Outlook)
- Internet
- Messenger
- ERP
- Zendesk
- Quickbooks
- Customer Specific Portals
Timeline
Bakery Specialist
Verano
04.2025 - Current
Office/Sales Manager
Connecticut Soapstone
07.2024 - 04.2025
Customer Service Manager
Garden of Light DBA Bakery on Main
01.2020 - 01.2023
Operations Manager
Garden of Light DBA Bakery on Main
01.2004 - 01.2020
Dale Carnegie Course Certificate - undefined
Dale Carnegie
General Studies - undefined
Manchester Community College
Recovery Coach Certificate -
CCAR Recovery Coach Academy
Leadership And Management Program - Leadership
Goodwin College
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