Alan Wallace
Haslet,TX
Summary
Business support and finance technology leader with a track record in Salesforce implementation, requirements analysis, post-launch support, and process improvement. Brings a mix of customer support, project coordination, and technical partnership experience to help teams improve systems, solve issues, and deliver usable solutions.
Overview
20
20
years of professional experience
Work History
Manager Finance Technology (FinTech)
BNSF Railway
Fort Worth, TX
04.2022 - Current
- Supported large-scale effort to migrate finance system into modern Linux environment.
- Managed finance enhancement projects, including execution and budget oversight of about $2m.
- Supported annual capital project approval process across finance and sourcing departments.
- Served as liaison between finance teams and BNSF tech department for project benefit review and approval.
Customer Support Analyst – Strategic Business Support (SBS)
BNSF Railway
Fort Worth, TX
02.2016 - 04.2022
- Led Salesforce implementations for customer-facing teams.
- Collected requirements and analyzed business needs for Salesforce service teams.
- Worked with SBS team and BNSF tech developers to deliver products that matched business needs.
- Provided post-implementation support for service teams, including follow-up questions, process guidance, and training help.
- Assisted with process improvement projects, Salesforce Communities development, web modernization, and provided Salesforce support to customer support team.
Customer Support Analyst – Carload Department (Ag Team)
BNSF Railway
Fort Worth, TX
01.2013 - 02.2016
- Served as first contact for BNSF customers, mainly ag and perishables.
- Researched and answered customer questions on delayed cars/trains, billing, reporting issues, operational challenges, and scheduling concerns.
- Used complex tools such as Operations Planning Resource (OPR) and the Service Design Merchandise tool to resolve customer issues proactively.
- Listened closely to customers and asked targeted questions to better understand needs.
- Built strong working relationships with network managers to gather and review information from BNSF operations.
- Escalated high-priority issues to appropriate personnel and updated customers.
Customer Support Analyst – Domestic Intermodal
BNSF Railway
Fort Worth, TX
11.2010 - 01.2013
- Answered external customer inquiries using available tools to resolve questions and issues quickly and accurately.
- Supported temperature-controlled intermodal customers by working with customers and vendors, tracking fuel levels on reefers in transit, and arranging fueling when needed.
- Reviewed customer performance reports to spot concerns and proactively notify customers of issues such as left-behind units and bad-ordered flatcars.
- Created new Rail Central reports to help customers better manage equipment.
- Ran weekly customer conference calls and monthly meetings with Marketing to review open customer issues and coordinate resolution.
- Joined the Marketing team on business reviews with key customers to review prior-year performance and upcoming goals.
Transportation Sales
C. H. Robinson Worldwide
Fort Worth, TX
09.2006 - 10.2010
- Built strong relationships with carriers and customers to support long-term partnerships.
- Negotiated carrier and customer rates to secure business each day.
- Managed accounts for top revenue customers, including Subway, Coke, Dole, Tetra Pak, Riley Power, and H.E.B., while coordinating shipment details, resolving damages or claims, sourcing capacity, and supporting customer growth.
- Generated about $18K per month to support average monthly departmental revenue goal of $180K.
- Managed 4 employees as department manager from April 2008 to February 2009, guided daily operations, supported goal completion and professional growth, and helped meet monthly departmental budget tied to average monthly office-wide revenue of $1.3M.
Education
Masters of Business Administration - General Business
Texas Tech University
Lubbock, TX08-2006
Bachelors of Business Administration - Management
Texas Tech University
Lubbock, TX05-2005
Skills
- Project Management
- Process Improvement
- Requirements Gathering
- Budget Oversight
- Project Approval Process
- Customer Relationship Management
- Customer Service Experience
- Salesforce CRM
- Microsoft Office Suite
Timeline
Manager Finance Technology (FinTech)
BNSF Railway
04.2022 - Current
Customer Support Analyst – Strategic Business Support (SBS)
BNSF Railway
02.2016 - 04.2022
Customer Support Analyst – Carload Department (Ag Team)
BNSF Railway
01.2013 - 02.2016
Customer Support Analyst – Domestic Intermodal
BNSF Railway
11.2010 - 01.2013
Transportation Sales
C. H. Robinson Worldwide
09.2006 - 10.2010
Masters of Business Administration - General Business
Texas Tech University
Bachelors of Business Administration - Management
Texas Tech University