•Responsible for quality of interviewing and creating/maintaining training manuals for call centers, working to maintain and improve quality sample, designing and improving questionnaire content. •Ensure accuracy of data, deliverables and reporting, managing survey research detail including response rate, survey method, weighting, sample.•Prepare presentations for CSX’s Executive team highlighting VOC information. •Support management with ad-hoc analysis on a variety of customer… Show more •Responsible for quality of interviewing and creating/maintaining training manuals for call centers, working to maintain and improve quality sample, designing and improving questionnaire content. •Ensure accuracy of data, deliverables and reporting, managing survey research detail including response rate, survey method, weighting, sample.•Prepare presentations for CSX’s Executive team highlighting VOC information. •Support management with ad-hoc analysis on a variety of customer satisfaction topics while using various sources. Prepare statistical analysis in support of program, including significance testing, regression and correlation.•Support and lead presentations to Leadership and other internal constituents. Present survey findings, hold training classes, answer ad-hoc questions for a variety of internal customers including Operations, Customer Service, Marketing, Finance, and HR.•Create and maintain ways to proactively communicate information to internal customers through a CSX Teamsite, CSX Gateway, and Program brochure.•Maintain and expand relationships with internal clients and support teams by working directly with groups such as: CRM, Purchasing, Sales & Marketing, TSI Carload, Customer Service Excellence, Operating Division Management, Customer Site Assessment Team and with key survey vendor. Partner with Customer Service on Alert program.•Work extensively within CRM system to upload data sets and conduct market analyses. Show less

•Initiated and created a SharePoint internal Team Site to increase information sharing on Macroeconomic Intelligence education material for all departments.•Produced and distributed the CSXT Sales & Marketing Weekly Performance Report to CSX’s Commercial organization. The report highlighted the company’s revenue and carload performance, provided market and industry highlights summaries and the top 25 delinquent A/R accounts by using tables and charts throughout.•Developed reports for… Show more •Initiated and created a SharePoint internal Team Site to increase information sharing on Macroeconomic Intelligence education material for all departments.•Produced and distributed the CSXT Sales & Marketing Weekly Performance Report to CSX’s Commercial organization. The report highlighted the company’s revenue and carload performance, provided market and industry highlights summaries and the top 25 delinquent A/R accounts by using tables and charts throughout.•Developed reports for senior management from each of the Commercial departments’ business units to create better understanding and awareness relating to market performance and provided insight and analysis on future expectations. Areas covered in the report included commentary on volume and revenue drivers that explained the existing environment and future projections. Partnered with our Customer Relationship Management team’s system to use the Microsoft Dynamics CRM system to consolidate and maintain information.•Produced a Weekly Investor Report that provided carload statistics across all of CSX’s markets. Areas covered in the report included week to date, quarter to date and year to date statistics calculated and reported to CSX’s Treasury department for distribution to CSX’s investors. Show less

•Led implementation plans and strategies to increase revenue and profitability for the Petroleum and Lubricants market, a $180 million book of business.•Ensured pricing strategies were competitive and earned an adequate return.•Managed the contract and pricing process to ensure appropriate rates were billed and collected.•Established and maintained strong relationships with the Chemicals sales team and other key business partners to develop and negotiate price proposals and service… Show more •Led implementation plans and strategies to increase revenue and profitability for the Petroleum and Lubricants market, a $180 million book of business.•Ensured pricing strategies were competitive and earned an adequate return.•Managed the contract and pricing process to ensure appropriate rates were billed and collected.•Established and maintained strong relationships with the Chemicals sales team and other key business partners to develop and negotiate price proposals and service packages for customers. Show less

•Provided daily support to the Vice President of the Industrial and Agricultural Group.•Restructured and proactively managed the department’s budget. •Managed the Warehouse Service Group team. •Developed strategies and processes to manage relationships with CSXT and connecting warehouses. •Managed and oversaw all aspects of the Warehouse Service Group’s financial plan.

•Managed all aspects of the corporation’s non-chemical product lines, including daily contract negotiations and pricing.•Achieved revenue, price, energy surcharge and contribution improvements.•Active participant in business start-up proposals involving Finance, Operations, CSXT Service Design, HSE&Q, Facility and CSXT Pricing Services.•Worked with Commercial team to determine rate and service packages for customers.•Developed annual revenue, price and contribution plan for… Show more •Managed all aspects of the corporation’s non-chemical product lines, including daily contract negotiations and pricing.•Achieved revenue, price, energy surcharge and contribution improvements.•Active participant in business start-up proposals involving Finance, Operations, CSXT Service Design, HSE&Q, Facility and CSXT Pricing Services.•Worked with Commercial team to determine rate and service packages for customers.•Developed annual revenue, price and contribution plan for non-chemical segment of business.•Worked with CSX Finance, TRANSFLO Commercial and Operating teams to evaluate all capital projects and assist in securing capital funding.•Partnered with CSX Legal to update Service Terms and Conditions document on an annual basis as well as discuss customer service contracts. •Partnered with CSX Technology to improve the reporting process and on-going maintenance for Activity Based Costing Model, Customer Inventory Management System, Vendor Payment System and Oracle New Business Questionnaire.•Served as corporation’s ISO 9001: 2000 Certified Internal Auditor and led the team to evaluate and update organizations documentation. As a result of the detailed analysis, the organization achieved a perfect score when evaluated by external auditors. Show less

•Managed all aspects of a $305 million book of accounts in the Automotive Service Group, a business unit generating over $830 million in annual sales.•Secured Florida’s Manheim Auto Auction as a CSXT customer by developing and successfully implementing a marketing strategy, thereby increasing the CSXT brand image.•Tracked daily revenue, carload, and overall department year to date statistics.•Created marketing proposals that detailed pricing and service plans for multiple customers,… Show more •Managed all aspects of a $305 million book of accounts in the Automotive Service Group, a business unit generating over $830 million in annual sales.•Secured Florida’s Manheim Auto Auction as a CSXT customer by developing and successfully implementing a marketing strategy, thereby increasing the CSXT brand image.•Tracked daily revenue, carload, and overall department year to date statistics.•Created marketing proposals that detailed pricing and service plans for multiple customers, including General Motors.•Served as lead sales contact for BMW Financial and Florida’s Manheim Auto Auction. Show less