Summary
Overview
Work History
Education
Skills
Websites
Painting and DIY projects
Timeline
Generic

Carlene Cook

Euless,United States

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Motivated individual with experience in operations, customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure.

Overview

26
26
years of professional experience

Work History

Operations Key Account Manager – Global

CEVA LOGISTICS
08.2012 - 09.2023
  • Managed top tier multi-million $$ accounts with emphasis on KPIs and process improvements
  • Maintained Accounts Receivable with goal of under 7%
  • Provided quarterly analysis of KPIs to top-level customer contacts
  • Created and maintained SOPs
  • Upsold all products to maintain one-stop shop for customer base for organic growth
  • Managed customer tariffs for Ocean and Air products
  • Customers included Ross Stores, Crocs, Medline, Visteon, and Wurth among others.
  • Organized cross-functional teams to address complex client requests or projects efficiently, resulting in increased satisfaction levels among key accounts holders.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Conducted economic and demographic research and analysis to produce critical reports.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Recorded accurate and efficient records in customer database.
  • Strengthened client relationships through regular communication and effective problem solving.
  • Mentored junior members of team in key account management best practices, fostering culture of continuous learning and professional growth within organization.
  • Increased overall efficiency while reducing operational costs through continuous evaluation and adjustment of key account management strategies.

Operations Key Account Manager - International

HORIZON LINES
01.2011 - 07.2012
  • Coordinated internal stakeholders to meet new client requirements
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Managed onboarding and implementation of new clientele
  • Conducted cost-management against internal and external deliverables
  • Coordinated 3PL Logistics.
  • Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.
  • Maintained current knowledge of evolving changes in marketplace.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Met existing customers to review current services and expand sales opportunities.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Inside Sales Administrator

COMMERCIAL METALS CO
08.2008 - 12.2010
  • Managed trade at international and domestic purchasing level
  • Coordinated raw material procurement
  • Increased sales by 57% annually across multiple product groups
  • Initiated new processes to recognize new business opportunities resulting in 74% increased productivity within product teams
  • Sold to international and domestic client base with annual revenue of over $475 million
  • Managed Letter of Credit Issuance and supported Traders in customer/supplier contract execution.

Regional Business Development Manager

MAERSK LINE INC
04.2004 - 08.2008
  • Developed and implemented regional business development plans to achieve organizational objectives
  • Established relationships with key clients in order to foster long-term partnerships
  • Negotiated contracts with customers, vendors and partners to maximize profitability
  • Generated leads and capitalized on valuable business opportunities to bring in new company revenue and improve bottom line profit.
  • Collaborated with marketing team to develop successful marketing strategies.
  • Established key performance indicators to track and analyze business progress and adjust strategies accordingly.
  • Monitored market trends and competitor activities to identify areas of potential opportunity.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Provided regular performance reports to senior management, offering insights into areas of success as well as potential improvement opportunities.
  • Directed sales support staff in administrative tasks to help sales executives close deals.
  • Analyzed monthly sales to identify product lines needing additional promotion, maximizing profits 77% overall.

Supervisor, Sales Support Team

MAERSK LINE, INC
07.1997 - 03.2004
  • Hired, trained, and managed Regional Staff Support comprising of nine (9) team members
  • Developed in-house training program that resulted in 85% decrease in training costs
  • Spearheaded internal cost-reduction of 19% by eliminating redundant reporting processes
  • Local training resulted in 89% increase in retained clientele
  • Maintained 0% turn-over in team members when compared to company average of 4%
  • Adept at turning unsatisfied clients into strong supporters of Maersk Line product.
  • Established performance metrics for team, consistently tracking progress towards goals and making adjustments as needed.
  • Championed continuous improvement efforts within organization by promoting best practices for processes, tools, or technologies.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Collected, arranged, and input information into database system.
  • Generated reports detailing findings and recommendations.

Education

High School Diploma -

H. Grady Spruce High School
Dallas, Texas
05.1973

Skills

  • Regulatory Compliance
  • Account Retention
  • Data-driven decision-making
  • Customer rapport
  • Organizational Skills
  • Customer Service
  • Supervision and leadership
  • Account development and servicing
  • Client Relationship Building
  • Problem Resolution
  • Written Communication and active listening
  • Key Account Management
  • Team facilitation according to corporate timeline
  • Human Resource experience in hiring, training, and mentoring sales teams

Painting and DIY projects

I tap into my creative talents and work on DIY projects as well as painting for relaxation.

Timeline

Operations Key Account Manager – Global

CEVA LOGISTICS
08.2012 - 09.2023

Operations Key Account Manager - International

HORIZON LINES
01.2011 - 07.2012

Inside Sales Administrator

COMMERCIAL METALS CO
08.2008 - 12.2010

Regional Business Development Manager

MAERSK LINE INC
04.2004 - 08.2008

Supervisor, Sales Support Team

MAERSK LINE, INC
07.1997 - 03.2004

High School Diploma -

H. Grady Spruce High School

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Carlene Cook