Carl Marvin Email & Phone Number

Prague, Czechia

Prague, Czechia

• Multinational logistics firm providing domestic and international transportation and storage of personal effects, family, and pet relocation assistance, operating in 53 countries, and staffed by 4,000 employees.
• Manage a diverse portfolio of 40-60 client accounts, excelling in client consultation, relationship building, and driving conversions, with a focus on maximizing value and client satisfaction.
• Conduct virtual consultations to accurately estimate the volume of goods for shipment, while also performing a needs assessments to tailor solutions that meet client requirements.
• Develop competitive pricing using pre-negotiated rate tables and supplier agreements, or by sourcing spot rates, ensuring both client value and operational efficiency.
• Prepare comprehensive client proposals, negotiating pricing that balances client needs with business sustainability.
• Cultivate strong, lasting client relationships by proactively addressing concerns and resolving issues, ensuring seamless and stress-free relocations.

Belgrade, Serbia

• Curacao licensed B2C Online Casino representing 9 casino brands serving the Australasia region.
• Established 24/7 Customer Service Department (approximately 30 employees) in a fast-growing acquisition. Hired and trained staff to accept around 2,000 chats and 200 e-mails daily.
• Developed VIP team responsible for managing a portfolio of high-value accounts, with specific goal of maturing the brand, relationship building and revenue growth.
• Established an outbound sales team for lapsed customers, achieving a daily reacquisition rate of 4% through cold calling.

Prague, Czechia

• Curacao licensed B2C Online Casino (RTG) representing 30 casino brands serving predominately the North American, Oceana and UK market.
• Assembled 24/7 Customer Service Department with 80 employees, handling 5,000 chats, 500 emails, and 500 calls daily.
• Collaborated with DevOps to design a dashboard for website uptime, increasing uptime to 99.9% and boosting deposits by USD $2,000-$5,000 per hour during peak volume.
• Led the development and launch of cashier webforms, streamlining payment requests and eliminating 2,000 daily emails.
• Migrated to ZenDesk, improving chat handling time by 30%, raising CSAT to 96%, and reducing first response time to 30 seconds or less.

Valencia, California, United States

• B2B manufacturer of autoclaves and curing ovens for aerospace composites, ballistics, nuclear, glass laminating, dewaxing, and vulcanizing industries with ±150 employees located across USA and UK.
• Led cross-functional teams of 5-8 FTE in the construction, installation, service, and repair of commercial aerospace equipment.
• Maintained daily on-site communication with clients to ensure projects finished on time and on budget.
• Coordinated with mechanical, electrical, and controls engineers to meet build requirements and solve unforeseen problems.

San Jose, California, United States

• 24/7 cage-free pet daycare and overnight boarding facilities serving Silicon Valley with ±30 employees.
• Managed day-to-day operations, including hiring, scheduling, training, managing a team of 30 FTE, AP/AR, P&L, marketing, and customer relations.

Pasadena, California, United States

• Fundraising advertising agency, a division of Omnicom Group.
• Oversaw purchasing department with 10 buyers and managed annual purchasing responsibilities of $22MM.