Maintain a deep understanding of industry trends, market dynamics, and client-specific needs to ensure Progress Rail is positioned for growthEnsure client satisfaction and loyalty by delivering exceptional service and support directly and via cross-functional teams working within given accountsServe as PRL point of contact at customer location to ensure all customer needs are addressed in a timely manner, develop new business opportunities, strengthen brand presence and foster new… Show more Maintain a deep understanding of industry trends, market dynamics, and client-specific needs to ensure Progress Rail is positioned for growthEnsure client satisfaction and loyalty by delivering exceptional service and support directly and via cross-functional teams working within given accountsServe as PRL point of contact at customer location to ensure all customer needs are addressed in a timely manner, develop new business opportunities, strengthen brand presence and foster new relationshipsCollaborate with product management and execution teams to tailor offerings for Union Pacific account, based on their unique needs and preferencesProvide ongoing feedback to internal teams to optimize product offerings and enhance the overall customer experience Show less

Served as main point of contact for all customers. Facilitated reduction of inventory levels and excess/obsolete materials. Communicated with railroads and trucking companies ensuring all freight and materials were shipped/received in a timely manner. Input outbound waybills for all completed cars to depart on railroad.Communicated with customers throughout the repair process by providing frequent and informative updates on variety of platforms.Engaged leader of Material team… Show more Served as main point of contact for all customers. Facilitated reduction of inventory levels and excess/obsolete materials. Communicated with railroads and trucking companies ensuring all freight and materials were shipped/received in a timely manner. Input outbound waybills for all completed cars to depart on railroad.Communicated with customers throughout the repair process by providing frequent and informative updates on variety of platforms.Engaged leader of Material team responsible for ordering, allocating, and maintaining inventory accuracy for $1.2M of rail repair inventory.Negotiated and organized purchase and delivery of cost-efficient materials, impacting timeliness of repair projects.Developed safety training protocols and accident preparedness procedures to maintain safe working conditions.Improved inventory accuracy to over 99.5% by performing weekly cycle counts and implementing material allocation procedures.Reduced inventory 40% by implementing an innovative ordering process and creatively utilizing on-hand materials.Coordinated physical movement of products between internal sites by collaborating with warehouse and other entities. Show less

Served as the main liaison between customers and Rail Operating personnel in the Los Angeles and Northwest Service Units.Maximized customer satisfaction by developing, implementing, and monitoring programs along with training and coaching new team members on standards and duties.Increased customer satisfaction ratings 4.5% by effectively answering questions, suggesting effective solutions and resolving issues quickly.Communicated with Rail Operations team meeting customer needs and… Show more Served as the main liaison between customers and Rail Operating personnel in the Los Angeles and Northwest Service Units.Maximized customer satisfaction by developing, implementing, and monitoring programs along with training and coaching new team members on standards and duties.Increased customer satisfaction ratings 4.5% by effectively answering questions, suggesting effective solutions and resolving issues quickly.Communicated with Rail Operations team meeting customer needs and removing service barriers.Improved customer satisfaction by tracking shipments using functional systems and coordinating with Operations Department.Dedicated resources for meeting customer goals by highlighting customer "shut down" situations with Operations leadership. Show less

Managed team of customer service representatives resolving customer issues and complaints efficiently and effectively.Maintained positive and successful work environment by establishing positive rapport with customers, managers, and team members.Assisted staff with resolving complex customer issues and implementing targeted solutions.Facilitated weekly team meetings, discussing goals, successes and areas for improvement.Implemented TRM (Ticket Resource Management) system… Show more Managed team of customer service representatives resolving customer issues and complaints efficiently and effectively.Maintained positive and successful work environment by establishing positive rapport with customers, managers, and team members.Assisted staff with resolving complex customer issues and implementing targeted solutions.Facilitated weekly team meetings, discussing goals, successes and areas for improvement.Implemented TRM (Ticket Resource Management) system monitoring, detailing and tracking inbound calls.Increased training and staffing in needed areas by utilizing TRM data.Focused on coaching and developing customer service representatives into management candidates. Show less