Responsibilities included• Analyzed process problems and identified best tools and methods to resolve them, collaborating with other departments as necessary.• Documented processes, and updated as required to reflect system or process changes.• Maintained Sharepoint database and tools for use by Field Operations staff in execution of CP’s Service Reliability program.• Updated internal partners/stakeholders on status of initiatives.• Set up customers in CP systems to allow them to be serviced jointly by two or more railroads. This required collaborating with multiple departments to ensure multiple computer systems are updated.Accomplishments include• Provided support for CP's Service Reliability program during its two-year rollout across the CP system. To support proactive reporting of service failures, collaborated with IT Support staff to update CP's Equipment Inventory Management system (TYES), and developed and updated process documentation.• Participated in Workload Analysis (time and motion) study of CP's Minneapolis Customer Service Centre.• Assisted Scheduled Railway team with data analysis of TYES event recording.• As part of CP's Service Reliability program rollout in the U.S., developed and documented new processes for a centralized planning team in the Minneapolis office. Conducted two on-site training sessions and provided on-site support of the planning team as the rollout progressed.

Responsibilities included• Analyzed process problems and identified best tools and methods to resolve, collaborating with other departments as necessary.• Documented processes and updated as required to reflect system or process changes.• Maintained Sharepoint database and tools for use by Field Operations staff in execution of Service Reliability program.• Updated internal partners/stakeholders on status of initiatives.• Set up customers in CP systems to allow them to be serviced jointly by two or more railroads. This required collaborating with multiple departments to ensure multiple computer systems were updated.Accomplishments included• Participated in multiple continuous improvement Kaizen events.• Assisted in development of a centralized online storage database providing employees in two cities easy access to documentation. • Participated in multiple Workload Analysis studies of departments in various Canadian and U.S. cities.• Assisted in development, documentation, and implementation of new Service Reliability program, providing better service and communication to customers, drastically reducing train car delivery times.• Temporarily served in Winnipeg Yard Office as an Industrial Operations Coordinator for initial rollout of the Service Reliability program, and at the same time acted as a liaison between Field Operations and Customer Service to resolve problems. Was specifically requested for this position by Field Operations.• Designed and developed Sharepoint database for Field Operations use. The database houses Service Reliability program process documentation. • Designed processes and user-friendly tools in Sharepoint database to allow proactive reporting of service failures and movement of train cars to short-term storage areas. • Provided on-site support for "Go-Live" activities related to CP's 2008 purchase of the Dakota, Minnesota & Eastern/Iowa, Chicago & Eastern Railway system.

• Processed and filed customer car releases and orders.• Worked with Field Operations on planning and listing work to both terminal and road crews.• Processed Interchange receipt and deliveries to foreign railroads. • Assessed supplemental service charges to customers and/or foreign railroads.• Worked with customers and Customer Service Calgary to resolve any day-to-day concerns dealing with service.• Provided ad hoc/relief support to TSRs and Field Operations in either a Specialist or Senior role, specifically in ensuring that listed work was protected if missed/passed up by crews for whatever reason.• Coached TSRs on process compliance.• Documented complex processes for fellow TSRs.• Created job aids for work group positions.

• On a daily basis determined why freight cars were without waybills. Provided root-cause analysis to day shift Production Senior for resolution of customer-specific issues.• Resolved empty non-hazardous material cars without billing.• Assessed supplemental service charges to customers and foreign railroads.• Provided support to TSRs in their day-to-day duties and coached them on process compliance.

Processed and filed customer car releases and orders; worked with Field Operations on planning and listing work to both terminal and road crews; processed Interchange receipt and deliveries to foreign railroads; assessed supplemental service charges to customers and foreign railroads; worked with customers and Customer Service Calgary to resolve any day to day concerns dealing with service.

Managed and supported a team of customer service representatives on behalf of Publishers Clearing House. Provided support to reps in their day to day duties, including problem escalation, as well as coaching reps on process compliance & quality.

Answered customer phone and mail inquiries on behalf of Publishers Clearing House.

Assembled, cleaned, and prepared for painting motor vehicles brought in for repair.