Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Carolina Roby

Doral,FL

Summary

Accomplished executive with a proven track record of success in the transportation, freight forwarding, and pharmaceutical industries. Skilled in optimizing operations to reduce costs, improve service quality, and enhance customer satisfaction. Experienced in managing air and ocean logistics, key accounts, and supply chain operations, including 3PL and 4PL services. Recognized for driving new business opportunities, implementing efficient systems, and fostering team collaboration to achieve impactful results in fast-paced environments.

Overview

37
37
years of professional experience

Work History

Business Development Director Americas

SkyCell AG
09.2021 - Current
  • Responsible for developing a prospective pipeline for the Americas market.
  • Global account director for Pfizer, Bristol Myers, Merck Human Health, and Johnson & Johnson.
  • Successfully brought and implemented the Pfizer business.
  • Tracked market developments and customer requirements.
  • Collaborated with partners and sales channel freight forwarders in the region.
  • Supported Marketing in hosting events and attending conferences.
  • Managed hosting customer events.
  • Planned sales and marketing activities.
  • Developed pricing structure with airlines to offer optimized solutions to clients.
  • Performed client research and identified opportunities for account growth, account penetration and market expansion.
  • Led customer RFQs and worked with procurement and pricing teams to deliver profitable solutions.
  • Prepared SOPs for lane implementation and collaborated with Client Experience Team, OPS, and Solutions.
  • Oversaw handover of approved lanes to the Client Experience Team.
  • Maintained customer relationships with support from the Client Experience Team.
  • Created customized solutions for clients by understanding their unique needs and preferences, leading to enhanced customer satisfaction levels.
  • Provided quarterly business reviews.
  • Analyzed market trends and customer needs to identify new business development opportunities.
  • Updated internal CRM system.
  • Assisted Finance team with accounts receivables management.

Regional Key Account Director – Americas

DSV (Formerly Panalpina Inc.)
12.2014 - 08.2021
  • Managed and developed Global Key accounts in the Healthcare Vertical: Pfizer, Johnson & Johnson, Novartis, Abbott, AbbVie, Sanofi, Baxter, Merck, GSK, Ferring, and Roche.
  • Promoted Industry Solutions based on DSV’s (Formerly Panalpina Inc.) products and Supply Chain Solutions.
  • Enhanced relationship stability by building trust and strategic alignment.
  • Collaborated with Control Tower structure to ensure global compliance with performance indicators and continuous improvement planning.
  • Delivered consistent year-over-year revenue growth by executing a proactive approach toward relationship-building with priority clients.
  • Optimized product offerings through ongoing analysis of client feedback, driving continuous innovation in response to evolving needs.
  • Managed complex projects involving multiple stakeholders within both the organization and client companies, delivering successful outcomes on time and within budget.
  • Provided quarterly business reviews.
  • Developed strategic account plans for long-term business growth and improved customer satisfaction.
  • Collaborated with tender management, Product, and Global Key account managers for effective RFQ participation.
  • Monitored rate management and freight audit.
  • Acted as regional liaison between the customer and DSV.
  • Ensured financial performance in terms of GP, Volumes, and NFR targets.
  • Adhered to the CRM process.
  • Identified opportunities and drove execution with collaboration from Product, Procurement, and Global Control Tower teams.
  • Provided quarterly market intelligence overview.

Global Control Tower Manager

Panalpina Inc.
06.2012 - 12.2014
  • Served as Global Control Tower Manager for the Healthcare IV for Pfizer, Zoetis, Johnson & Johnson, and Novartis.
  • Managed the Countries, Regional, and Global Control Tower function effectively and efficiently with 11 individuals reporting globally.
  • Monitored global data quality and quantity, addressing issues with relevant internal parties.
  • Generated value through continuous improvements and process optimization, including Logistics and Temperature Control Solutions compliant with GDP, FDA, and specific customer requirements.
  • Managed relationships with all 3PLs and 4PLs.
  • Supported Global Key Account Management team in developing account profitability.
  • Acted as single operations liaison with internal service provider colleagues and key customer stakeholders.
  • Created and maintained SOPs.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Established KPIs for Satellite, Regional, and Global Control Towers to manage account performance.
  • Oversaw claims and CAPA management.

Transportation Planner and Business Development

Great White Fleet Line / Chiquita Brands
02.2009 - 06.2012
  • Responsible for South Florida customer service and operations, supervising 10 staff members.
  • Monitored local transportation logistics for export and imports, particularly temperature control commodities.
  • Supervised local trucking services and improved provider relationships.
  • Assisted in contract negotiations and enhanced client relations.
  • Established relationships with trucking companies to acquire long-term business commitments and desirable rates.
  • Examined carrier costs and services to recommend alternatives and improvements.
  • Collaborated with stakeholders to develop long-term transportation plans aligned with client's needs and growth projections.
  • Negotiated contracts with vendors and service providers, securing favorable terms while maintaining quality standards.
  • Reduced operating costs through the development of more cost-effective transportation strategies.

Line Manager

Alpha Shipping LLC agents for Great White Fleet and Maruba Lines
01.2007 - 02.2009
  • Supervised outbound and inbound customer service for General and Temperature Control Cargo.
  • Monitored approval of Hazardous Cargo.
  • Coordinated cross-functional projects for improved product quality and timely delivery.
  • Supported inside sales.
  • Assisted with contract negotiations and enhanced client relations.
  • Maintained vessel load planning for imports and exports.
  • Championed continuous improvement initiatives that led to significant enhancements in overall process effectiveness throughout the department.
  • Developed strategic business plans and maintained strong client relations by quickly identifying and adpating to changing industry trends, proactively identifying challenges, opportunities, and solutions for maintaining business success.
  • Identified cost-saving measures to optimize operations without compromising service quality.


Ocean Export/Import Manager and Key Clients Manager

Damco (formerly DSL Star Express, formerly Maersk Logistics)
08.2000 - 12.2007
  • Drove operational excellence and provided support to the Export Department, Special Accounts, and Supply Chain Accounts, including Master Foods USA, Perry Ellis, and Walmart.
  • Managed 22 staff members handling ocean and air business to and from Europe, Asia, Australia, and the Middle East.
  • Overseen shipments, traffic, bookings, and documentation flow, including legalizations and letters of credit.
  • Delivered in-house logistics services for markets in Central, South America, and the Caribbean.
  • Established supply chain management procedures to control service vendors.
  • Generated reports and customer profiles.
  • Monitored KPI performance.
  • Supported implementation of process improvement initiatives.
  • Maintained SOPs.
  • Managed rates and improved services at lower costs.

Ocean and Air Exports Customer Service and Special Account Coordinator

Bertling Logistics
04.1999 - 08.2000
  • Managed Ocean and Air Export/Import operations including shipment coordination, traffic, documentation, quotes, accounting/billing.
  • Coordinated special shipments such as cars and cranes, and hazardous materials.
  • Maintained customized programs for special accounts.
  • Ensured accuracy and timely billing of ocean and air exports.
  • Streamlined communication between clients and internal teams for seamless project execution.
  • Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.
  • Escalated issues to appropriate channels as necessary.
  • Analyzed invoices to detect discrepancies, duplicate payments and overpayments.
  • Facilitated weekly status reports, project documentation and client billing.
  • Asked appropriate open-ended questions to discover customers' needs and requirements.
  • Enhanced client satisfaction by effectively managing multiple projects and ensuring timely delivery.

Support Coordinator and Case Manager

Life Plus Support Coordination Services Agency
05.1997 - 03.1999
  • Company Overview: Private provider for Florida Department of Children and Families
  • Managed cases for children and young adults with physical and mental disabilities.
  • Evaluated proper placement and needed services.
  • Attended emergency patient and family needs.
  • Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
  • Advocated for extended services and state assistance.
  • Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
  • Conducted regular patient and family visits.
  • Maintained accurate patient records.
  • Participating in statewide initiatives to improve the Foster Care System and ensure the well-being of all children under its supervision.
  • Collaborating with various agencies and non-profits to provide comprehensive support services to foster children and their families.
  • Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.

Children and Families Counselor, Case Manager Supervisor for Children Emergency Psychiatric Unit, Residential Programs Coordinator and Foster Care Children Advocate

Florida Department of Children and Families
02.1994 - 05.1997
  • Evaluated and referred proper placement for children in foster care.
  • Maintained accurate records and evaluated the services needed.
  • Visited and assessed established and prospective foster homes.
  • Evaluated residential programs and special licensed homes for pregnant teenagers and teen mothers.
  • Attended monthly council meetings to identify children's needs and refer to services.
  • Covered on-call hours for emergencies and removal of children from homes.
  • Attended Juvenile Court appointments to advocate and report progress for juvenile offenders.
  • Supervised four Case Managers for Emergency Psychiatric Unit.
  • Participating in statewide initiatives to improve the Foster Care System and ensure the well-being of all children under its supervision.
  • Collaborating with various agencies and non-profits to provide comprehensive support services to foster children and their families.

Floor supervisor

The Limited Store
01.1992 - 01.1994
  • Floor supervisor and customer enhancing shopping experience.
  • Boosted sales through effective merchandising strategies and attention to product placement on the floor.
  • Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
  • Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into the team.
  • Resolved conflicts among staff members diplomatically, maintaining a harmonious working environment conducive to productivity.

Store Manager

Naturalizer Shoes
10.1990 - 04.1992
  • Store Manager International Mall.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.

Assistant Manager

Naturalizer Shoes
01.1988 - 04.1990
  • Assistant Manager
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.

Education

Master’s degree - clinical psychology

Nova Southeastern University
01.1996

B.A. - Major in Psychology, Minor in Anthropology and Sociology

Florida International University
01.1994

Skills

  • Proven track record in generating new business opportunities
  • Process improvement expertise
  • Effective team management
  • Customer relationship management
  • Financial management expertise
  • Adaptability to change
  • Interpersonal communication
  • Customer engagement
  • Strategic partnerships
  • Fluent in Spanish
  • Strategic planning

Languages

Fluent in English and Spanish

Timeline

Business Development Director Americas

SkyCell AG
09.2021 - Current

Regional Key Account Director – Americas

DSV (Formerly Panalpina Inc.)
12.2014 - 08.2021

Global Control Tower Manager

Panalpina Inc.
06.2012 - 12.2014

Transportation Planner and Business Development

Great White Fleet Line / Chiquita Brands
02.2009 - 06.2012

Line Manager

Alpha Shipping LLC agents for Great White Fleet and Maruba Lines
01.2007 - 02.2009

Ocean Export/Import Manager and Key Clients Manager

Damco (formerly DSL Star Express, formerly Maersk Logistics)
08.2000 - 12.2007

Ocean and Air Exports Customer Service and Special Account Coordinator

Bertling Logistics
04.1999 - 08.2000

Support Coordinator and Case Manager

Life Plus Support Coordination Services Agency
05.1997 - 03.1999

Children and Families Counselor, Case Manager Supervisor for Children Emergency Psychiatric Unit, Residential Programs Coordinator and Foster Care Children Advocate

Florida Department of Children and Families
02.1994 - 05.1997

Floor supervisor

The Limited Store
01.1992 - 01.1994

Store Manager

Naturalizer Shoes
10.1990 - 04.1992

Assistant Manager

Naturalizer Shoes
01.1988 - 04.1990

B.A. - Major in Psychology, Minor in Anthropology and Sociology

Florida International University

Master’s degree - clinical psychology

Nova Southeastern University

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Carolina Roby