Program Manager, Agile Coach, Scrum Master, Project Manager, Change Management

1. 7745 Tudanca Trl, Ft. Worth, TX 76131
amanda.inman@gmail.com | 817-564-2452
Professional Experience
Program Manager | BNSF Marketing Support January 2015 - Present
• Trained and coached program of 70+ individuals in Agile philosophy and Scrum methodology, transforming several
teams within IT and Marketing departments
• Implemented program-level planning events and refinements sessions to align all business partners’ expectations
• Managed change effectively and empowered teams as they matured
• Developed and executed governance structure and processes in order to support development teams in order to scale
Agile (SAFe) approach across organization
• Managed long-term business feature development roadmap for various customer-focused technology initiatives, such as
customer relationship management (Salesforce), BNSF.com website redesign, centralized contact and account data
repository, and rate/price management system
• Prioritized and ensured delivery of business needs across multiple technology platforms
• Led collaborative efforts to define and resolve cross-team and cross-program dependencies enabling delivery and risk
aversion
• Manage program budget of $10 million + and regularly report progress against key performance indicators
Product Owner | BNSF Marketing Systems February 2014 –
December 2014
• Created and drove the Product Owner role for BNSF’s Marketing department, in order to pioneer Agile/Scrum
methodologies
• Developed and upheld the vision and strategy of the external customer-facing web experience
• Led steering committee through influence to ensure scope and objectives align with overarching company initiatives
• Coordinate and prioritize business needs while managing budget through cost-benefit analysis
• Work with cross-departmental teams in order to identify and define requirements for a collaborative solution
• Regularly communicated anticipated touch points and impacts with other customer initiative business partners (i.e.
Customer Relationship Management, Customer Hub, and Rate/Price Management)
• Effectively work with Information Technology team utilizing Agile and SCRUM methodologies
• Implemented web monitoring in order to gather metrics as well as created external customer surveys
Systems Manager | BNSF Marketing Systems April 2012 –
February 2014
• Received Employee of the Year award for the success of handling all coordination and operations related to opening a
new Automotive facility in Denver, CO
• Facilitated communication of project needs between business partners and technical experts through management of
scope, requirements, and stakeholder involvement
• Effectively managed many high-profile, cross-departmental projects such as Workforce Planner (workforce management
system), BNSF.com Website Redesign, Intermodal & Automotive Storage Program, and new Automotive facility
opening (Front Range, CO), etc.
• Provided Automotive Operations and system-related support in several key areas: hardware deployment, enhancement
management and implementation, Information Technology resource management, and communication around
business/software changes
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Amanda D. Inman

2. Project Manager | BNSF Customer Support August 2010 –
April 2012
• Technical liaison between the Customer Support and Information Technology teams, providing project and management
consulting for projects
• Led several cross-functional projects, such as the Unit Train Pre-Release tool; automating and redesigning the customer
surveys while documenting all procedures associated and implemented the customer-facing Driver & Dispatcher Support
information site and web application
• Business SME and Project Manager for the multi-year Integrated Network Depot (IND-X) system that has improved
transparency through automation and joint process integration of Industry Management and service issues related to
Customer Escalations
Procedure & Project Manager | BNSF Customer Support July 2009 – August
2010
• Project Manager for the Industrial Products business unit while assisting with the oversight of clerical employees
• Coached other Transactional team members in project management process and critical thinking
• Implemented the Inbound Workflow Management process to reduce reporting requests from Operations through
publishing the Reporting Help Series, which included instructions for reporting through Xpress and/or TSS
• Took ownership in thoroughly documenting shipment and facility-related technical systems to drive improved
procedures surrounding customer facility and track profiles, which laid the groundwork for many technological
enhancements
• Developed and facilitated various technical training for the entire Customer Support team
Customer Network Manager | BNSF Customer Support August 2008 – July
2009
• Managed multiple railroad regions by working independently and as a liaison between the customer and field operations
to resolve customer service, work order, and inventory flow issues
• Assisted new customer facilities recently onboarded in facility setup, managing railcar inventory, and service guidelines
• Ensured internal and external customer train and car reporting accuracy, as well as improved velocity
• Created and delivered training to field operations personnel and customers on various technical topics
Sr. Analyst | BNSF Customer Support February 2005 – August
2008
• Project consultant for the Carload and Intermodal business units with the goal of defining business problems,
requirements, scope, deliverables, and work-flow strategy to implement solutions
• Successfully implemented several initiatives for the department including customer relationship management data
process changes, first-call resolution campaign, and developed call-routing and customer PIN guidelines
• Created internal and external communication materials and reference guides to assist Operations personnel,
drivers/dispatchers, and other customers
Call Center Manager | Infinity Group July 2002 – February
2005
• Responsible for sixteen employees, which included handling disciplinary actions, annual evaluations, career
development, and meeting departmental goals
• Created policies and procedures for BNSF Railway’s contracted contact center
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3. • Identified key performance indicators, call-routing efficiencies and implemented goals as well as measures for progress
monitoring
• Provided live coaching and quality assurance while achieving phone success rates
Training Development & Support | Infinity Group January 2002 –
July 2002
• Developed and conducted training for both BNSF Railway and its contracted contact center employees, which included
the shipment billing program, and introduction/advanced Intermodal and Carload training
• Communicated training proposals to BNSF leadership that focused on establishing foundational knowledge as well as
continuous development of contact center employees
• Monitored contact center calls for quality assurance and coached analysts in problem-resolution
Education
Bachelors of Science | Marketing & Sales
DeVry University | October 2011
Summa Cum Laude
Scaled Agilist (SA)
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