AMBER LALANDE

• Oversee day-to-day operations for 16 railroads and manage specialists spanning across multiple shifts
• Handle escalated customer issues to ensure difficult situations were resolved in a timely manner
• Trained, coached, and cross trained around 12 specialists in the last 3 years to help with coverage needs
• Manage setback, freight, and fleet management invoicing from Class 1 railroads
• Assist Marketing, Commercial Support, TransTech, and Billing with onboarding new customers by explaining reports, tariffs, and how to understand system movement
• Created or helped create many new standard operating procedure notes to increase the wealth of understanding among specialists and promote independence
• Fosters strong communication and collaboration amongst direct reports to build a well functioning team
• Helped implement the Crew Calling department into the Customer Service department to align with company goals
• Actively help with coverage needs when specialists take PTO
• Continuing to expand knowledge of company programs (TMS, Service Planner, RVP) to ensure myself and team are assisting our internal and external customers to the very best of our ability

• Oversaw weekend customer service operations across 36 railroads
• Helped regional supervisors implement processes to better streamline standard operating procedures throughout the office
• Kept employees operating productively and working on task to meet business and customer needs during off shifts
• Evaluated, coached, and mentored direct reports for mid year and end of year reviews

• Serve as primary contact between operations and external customers to ensure proper railcar shipment and inventory management
• Use knowledge of Track Management System (TMS), RailInc, Class 1 websites, Rail Visibility Planning (RVP)/ ShipperConnect, and MCREW/Service Planner to solve complex problems and come to the best possible outcome
• Use knowledge of RVP/ ShipperConnect and TMS reporting to better advise customers on their daily inventory
• Assisted new employees with training, sharing best practices for handling difficult situations and railroad standard operating procedures
• Managed high call and email volume while being able to stay professional and courteous

• Supported online order department operations to maintain efficient fulfillment, while coordinating freight unloading and processing and assisting across departments with stockroom organization and inventory accuracy.
• Mentored team members on best practices for inventory management and customer service.
• Implemented training programs that improved staff performance and service delivery.

• GPA: 3.7 GPA

Would eventually like to finish pursuing degree in Logistics and Transportation