Michael Merlino

Generated $1.62M+ in annual revenue by securing and managing full truckload (FTL) and LTL freight across key regional lanes. Negotiated rates and closed time-sensitive freight deals daily with a win rate of 65%, balancing margin protection and client satisfaction. Collaborated with operations teams to resolve load issues in real time, reducing service failures by 20% year-over-year. Maintained accurate shipment data and client interactions using CRM and TMS platforms. (HubSpot) Surpassed monthly load booking goals by an average of 18% while maintaining a customer retention rate of 90%+. Cultivate client relationships through strategic communication and tailored solutions, increasing retention rates. Conduct detailed account reviews to assess evolving client needs and adjust sales strategy accordingly. Partner with senior sales executives on large-scale negotiations and complex client proposals. Proactively identify and mitigate churn risks by addressing customer concerns and presenting value-based alternatives.

Maintained high ethical standards while enforcing laws and ordinances, earning community trust and respect. Applied strong interpersonal skills and crisis management techniques in high-pressure environments. Monitored large public events (e.g., parades, funerals) to ensure public order and crowd control. Conducted detailed investigations, gathered evidence, and wrote comprehensive reports to support legal proceedings. Utilized de-escalation techniques and crisis management to resolve domestic disputes and high-stress incidents. Delivered first aid and coordinated with EMS at accident scenes, often being the first responder. Fostered community relationships, gaining trust and promoting public safety. Trained and mentored new recruits, contributing to overall departmental effectiveness. Demonstrated leadership, accountability, and integrity—skills directly transferrable to client-facing roles. Continued service as a Reserve police officer until 2023.

Built and scaled a profitable recurring-revenue business from inception to 150+ clients through referral growth, exceptional customer experience, and targeted outreach. Led all core functions including sales, operations, pricing strategy, client success, vendor partnerships, and hiring, demonstrating full-cycle entrepreneurial leadership. Consistently exceeded growth and profitability targets while maintaining industry-leading client satisfaction, retention, and service quality.

FDNY Emergency Medical Technicians (EMTs) are critical, high-volume first responders in New York City, delivering essential pre-hospital care and transportation for more than 1.7 million emergencies each year. Operating 24/7, EMTs provide rapid, life-saving interventions while serving as a vital link between the community and the healthcare system. Key Responsibilities & Duties Emergency Response Respond promptly to emergency calls, assess patient condition, and deliver immediate medical care both on scene and during transport to medical facilities. Medical Procedures Perform core Basic Life Support (BLS) interventions, including CPR, bleeding control, oxygen administration, splinting, airway support, and emergency childbirth assistance. Operational Duties Safely operate ambulances under emergency and non-emergency conditions; maintain vehicle readiness, manage inventory, restock medical supplies, and ensure proper cleaning and sanitation of equipment. Documentation Complete accurate and detailed electronic Patient Care Reports (PCRs) and incident documentation in compliance with FDNY and regulatory standards. Communication & Coordination Collaborate effectively with dispatch, FDNY paramedics, firefighters, and hospital staff to ensure seamless patient care and efficient emergency response.