LAURA CAPPIELLO
Brooklyn,NY
Summary
Strategy- and people-focused leader with 14+ years of experience within a global logistics organization. Proven ability to support nationwide pricing strategy, lead cross-functional initiatives, and develop teams through operational complexity and change. Known for translating business priorities into structured processes, actionable insights, and consistent execution.
Pricing professional with wealth of experience in creating and implementing effective pricing strategies to maximize profitability. Known for strong focus on team collaboration and achieving results, adapting seamlessly to dynamic market conditions. Expertise in market analysis, competitive pricing, and strategic planning, ensuring impactful contributions and reliable performance.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
17
17
years of professional experience
Work History
Intermodal Customer Service – Nationwide Pricing Manager
MSC Mediterranean Shipping Company
01.2018 - Current
- Support nationwide intermodal pricing strategy, balancing customer requirements, operational constraints, and commercial objectives.
- Act as a liaison between Sales, Operations, Trade Management, and Global Accounts to align pricing decisions with execution capabilities.
- Analyze pricing requests, bids, tenders, and spot quotations to support informed decision-making at scale.
- Identify pricing risks, inconsistencies, and improvement opportunities, escalating insights to leadership.
- Provide guidance to customer service and operational teams on pricing logic and escalation paths.
- Developed pricing strategies to optimize profitability and market competitiveness.
- Analyzed market trends and customer behavior to inform pricing adjustments.
- Reduced operational costs by identifying inefficiencies in current pricing systems and processes.
- Negotiated contracts with suppliers/vendors for cost-effective procurement, reducing operational expenses.
- Developed customized pricing proposals to attract new clients and retain existing customers.
- Streamlined pricing processes for increased efficiency, reducing manual work and potential errors.
- Mentored junior staff on pricing analysis techniques and best practices.
Intermodal Import & Export Manager
Mediterranean Shipping Co
01.2018 - 02.2021
- Lead and support a team of 10 intermodal operations professionals, providing direction, coaching, and performance support.
- Translate leadership priorities into clear workflows, accountability standards, and execution expectations.
- Oversee onboarding and training of new hires, ensuring consistency and operational readiness.
- Serve as a primary escalation point for complex, time-sensitive operational and customer issues.
- Prepare and analyze operational reports to provide visibility into performance trends and execution risks.
- Managed shipping schedules, optimizing delivery timelines for efficiency.
- Monitored shipment progress, communicating updates to relevant parties to ensure successful deliveries.
- Monitored and maintained import and export tracking systems for delivery of accurate and up-to-date records of shipments.
- Assisted with problem resolution and dispute management relating to import and export activities.
Intermodal Import & Export Assistant Manager
Mediterranean Shipping Co
01.2013 - 03.2018
- Managed import & export shipments, ensuring accurate and timely delivery of products to final customers.
- Communicated with freight forwarders,NVOCC,BCO to resolve shipping discrepancies promptly.
- Trained junior staff on import & export procedures and best practices for compliance.
- Coordinated import and export of goods for multiple clients, providing accuracy and timely delivery.
- Investigated discrepancies in shipping documents and resolved issues with vendors.
- Prepared and submitted reports on import and export activity to management.
- Utilized logistics software to manage, monitor and track shipments from origin to destination.
- Coordinated shipments, determining timely transport of goods from point of origin to final destination.
- Determined most valuable and cost-effective routes for shipments, overseeing transit time, price and safety.
- Responded to customer inquiries and resolved complaints, establishing trust and increase satisfaction.
Import Customer Service Representative
Mediterranean Shipping Co
04.2011 - 04.2013
- Managed high-volume customer inquiries via phone and email, resolving shipment-related issues.
- Prepared vessel and container reports to support planning and execution.
- Monitored container dwell times and ensured proper release and tracking.
- Resolved customer inquiries regarding shipment status, tariffs, and duties, enhancing client satisfaction.
Office Operations & Front Desk Assistant
Hotel Baglio Conca D'oro
02.2009 - 02.2011
- Managed front- and back-office operations including communications, scheduling, and recordkeeping.
- Served as primary point of contact for visitors and customer inquiries.
- Supported overall office coordination and administrative processes.
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Provided exceptional customer service, addressing inquiries and resolving issues to enhance guest satisfaction.
- Maintained accurate records of reservations and billing information using property management systems.
Education
High School Diploma -
Istituto Tecnico Per Il Turismo
Palermo, ItalySkills
- Leadership & People Management
- Pricing Strategy Support
- Cross-Functional Collaboration
- Process Improvement
- Data Analysis & Reporting
- Microsoft Excel, Word, PowerPoint, Outlook, SharePoint
- Stakeholder relations
- Pricing analytics
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Excellent communication
- Critical thinking
- Organizational skills
- Team leadership
- Adaptability and flexibility
- Decision-making
- Training and development
- Operations management
- Pricing optimization
LANGUAGES
English (Native)
Italian (Native)
Timeline
Intermodal Import & Export Manager
Mediterranean Shipping Co
01.2018 - 02.2021
Intermodal Customer Service – Nationwide Pricing Manager
MSC Mediterranean Shipping Company
01.2018 - Current
Intermodal Import & Export Assistant Manager
Mediterranean Shipping Co
01.2013 - 03.2018
Import Customer Service Representative
Mediterranean Shipping Co
04.2011 - 04.2013
Office Operations & Front Desk Assistant
Hotel Baglio Conca D'oro
02.2009 - 02.2011
High School Diploma -
Istituto Tecnico Per Il Turismo
CAREER HIGHLIGHTS
- Lead and manage the Intermodal Pricing Team, overseeing personnel performance, workload prioritization, coaching, and development to ensure consistent execution and accountability across nationwide pricing activities.
- Oversee bids, tenders, and spot quotations for nationwide inland intermodal business, partnering closely with Import and Export Commercial Teams to support pricing strategy, margin discipline, and commercial objectives.
- Serve as a strategic liaison between Geneva Global Accounts, Trade Management, Sales, and MSC offices across the U.S. and overseas, ensuring alignment between pricing decisions, service capabilities, and customer expectations.
- Support pricing governance and decision-making by analyzing service scenarios, identifying risks and inconsistencies, and escalating insights to leadership to improve pricing accuracy and execution feasibility.
- Bridge strategy and execution by translating commercial priorities into clear guidance, processes, and escalation frameworks for customer service and operational teams.
- Contribute to process improvements and standardization initiatives within pricing and customer service workflows, strengthening visibility, efficiency, and cross-functional collaboration.