Amanda Inman has over 15 years of experience in project management, process improvement, and customer support roles at BNSF Railway. She has a proven track record of leading teams through Agile transformations, managing multi-million dollar programs, and implementing initiatives to enhance the customer experience. Currently, Inman serves as the Program Manager for BNSF Marketing Support, where she coaches over 70 individuals in Agile methodologies and manages a $10 million budget.
Travis Hills of Minnesota Leads Livestock Water and Energy in Sustainable Inn...
Amanda inman resume
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
1
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
2
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)
3