As Salesforce Service Product Owner, I proactively support the Customer Service organization through process improvement, with a focus on project management, integration initiatives and digital transformation throughout the Commercial Operations organization. Work with leadership to establish KPIs to analyze the effectiveness of systems such as Salesforce, by observing its usage and evaluating its impact in terms of the organizational benefits. Focus on business performance that constantly strives to eliminate waste, improve customer satisfaction, and increase market share via the use of Agile, Lean, and other continuous improvement methodologies. Support the Training team to design, develop, implement, and evaluate learning programs. Work with the Customer Operations scrum team to prioritize and promote SFDC Service enhancements.

• Develop market approach, growth strategy and pricing for Dry Motor Carrier customers, which accounts for $123 Million in annual revenue for BNSF• Manage strategic containerization incentive project that drives increased revenue for BNSF and our customers as well as increased capacity at BNSF hubs• Collaborate with leadership and sales teams to gather competitive intelligence and strategize supply chain challenges and issues• Analyze market supply and demand dynamics to develop effective pricing strategies and structure

• Coordinated strategy, design and execution of Salesforce training program for over 1,000 BNSF Sales and Service employees • Trained employees on all objects in Salesforce including Knowledge, Accounts, Contacts, Opportunities and Cases with a focus on increasing productivity, first-call resolution, internal collaboration, and planning and prioritizing work • Created Reports and Dashboards for leadership in Salesforce to track and evaluate KPIs• Developed Salesforce adoption and change management plan that increased usage of Salesforce by 35%• Led initiative to have Sales and Service teams collaborate through Exceptional Customer Care training to ultimately create a 360-degree view of the customer and enhance the customer experience• Developed strategy, design and delivery of New to Marketing classes offered to all BNSF employees• Created presentations, training materials and communications for all trainings• Facilitated over 200 in-class and on-the-job trainings each year

• Processed and analyzed Carload customer requests concerning issues, delays and exceptions with their shipments• Utilized TSS Xpress on a daily basis to proactively and reactively research customer shipments• Investigated systemic customer issues and worked with leadership in both Marketing and Operations to solution these issues• Continuous follow-up with customer to keep them updated on actions taken and processes in place to resolve issues• Trained customers on web tools including Shipping Instructions, SIMS, Track Your Shipment, Switch and Release, Rail Central, SCARS and Carload Shipping Advisor

Junior Achievement of the Chisholm Trail is a youth development organization that empowers young people to own their future economic success. JA ignites the spark in young people to experience opportunities and meet the realities of work in a 21st-century global marketplace. JA offers activity-based, interactive instruction that focuses on entrepreneurship, financial literacy as well as work and college readiness. Local volunteers bring business relevancy to the classroom and reinforce the value of education. JA volunteers share real-world experiences to help students broaden their minds and believe in their own capabilities.