Kelly Barnett
Weatherford,TX
Summary
Results-driven leader with 21+ years of expertise in talent management, customer advocacy through UX, marketing systems/strategies and technology services. Proven track record of leveraging technology to enhance user experiences for both customer and employee, leading high-performing teams, and driving strategic initiatives that exceed business expectations. Skilled in project management, training development, and cross-functional collaboration to deliver customer-centric solutions.
Overview
25
25
years of professional experience
Work History
Senior Manager Technology Services – Experience Design (XD)
BNSF Railway
Fort Worth, TX
01.2022 - 05.2025
- Steer an innovative team to develop a seamless and strategic user experience spanning more than 40 digital platforms under Technology Services.
- Articulating and championing Experience Design (XD) framework, leveraging research, testing methods, and Human-Centered Design (HCD) framework to support business leaders in defining and implementing pivotal technology.
- Directed implementation and management of BNSF's Design System, incorporating significant enhancements to BNSF's Global Experience Language (GEL), guaranteeing consistency and quality in design across all platforms.
- Inspiring XD team to cultivate innovation, dismantling silos and strengthening design competencies across enterprise, resulting in a more integrated and cohesive user experience.
- Leading annual Trackathon innovation event, promoting creativity and technological solutions that tackle real-world challenges and boost customer satisfaction.
- Managed execution of various projects: Quantum, Dynamic Pricing, LARS/Overloads, Carbon Estimator, and Customer Concierge.
- Coordinated myBNSF - New Employee Portal project as Technology Services (TS) Lead, fostering vendor relations with Simpplr and controlling budget above $3M.
Senior Manager, Customer Support – Training & Quality
BNSF Railway
Fort Worth, TX
07.2021 - 01.2022
- As Senior Manager of Customer Support – Training & Quality at BNSF Railway, I've led the training and quality assurance for over 100 customer support analysts and directed customer training for 400+ marketing/sales personnel.
- My oversight includes managing a team of 5 managers, focusing on advanced customer service training across various modules.
- A significant achievement includes collaborating with The Richardson Group to enhance our training content, ensuring a high-quality learning experience for new and existing team members.
Manager Marketing Development & Strategy – Consumer Products
BNSF Railway
Fort Worth, TX
09.2017 - 07.2021
- In my role, I championed customer advocacy by serving as the essential bridge between the Consumer Products Team and their customers through our CRM capabilities.
- I significantly enhanced our approach to reporting, ensuring that every metric visualized through reports, dashboards, and campaigns was customer-centric, driving improvements in reporting efficiency directly tied to customer needs.
- Demonstrated flexibility in adapting to changing priorities and efficiently managed multitasking across projects to meet deadlines.
Product Owner – Waybill Technology Services/Service Modernization
BNSF Railway
Fort Worth, TX
03.2015 - 09.2017
- As a TS Manager, I led agile development teams in refining business rules for the Transportation Support System and customer shipping instructions, adopting agile methodologies and enhancing system functionalities.
Senior Manager - Finance/Waybill Solutions & Industry Hub Services
BNSF Railway
Fort Worth, TX
07.2013 - 03.2015
- Oversaw a team comprising 10 analysts, 3 managers, and 8 Union employees, ensuring the accurate and timely processing of customer waybills and demurrage/switch invoices.
Manager Finance/Waybill Solutions
BNSF Railway
Fort Worth, TX
04.2012 - 07.2013
- Led a team of 10 analysts responsible for the efficient management of the waybill process, guaranteeing accurate customer waybill processing.
- Acted as the primary point of contact for resolving customer waybill issues.
- Managed a small annual budget for enhancements impacting waybill processes.
- Developed and implemented Waybill and TSS Xpress training content.
Manager Training - Marketing/Customer Support
BNSF Railway
Fort Worth, TX
09.2010 - 04.2012
- Designed and delivered training for the Customer Support Team, focusing on technical, developmental, and new hire training.
- Created and maintained Carload 101 and TSS Xpress training content.
- Utilized feedback to improve training effectiveness.
- Coordinated with various departments to enhance service and system offerings.
Staffing Manager – Union/Scheduled Employees
BNSF Railway
Fort Worth, TX
03.2010 - 09.2010
- Managed Central Staffing Department, overseeing the onboarding of union/scheduled employees.
- Processed over 3000 pre-employment applications in 7 months.
- Streamlined data feed processes between E-Recruiting Tool and SAP.
- Collaborated with Divisional Field HR to meet hiring needs efficiently.
Sr. Analyst – Intermodal & Carload Marketing/Customer Support
BNSF Railway
Fort Worth, TX
07.2008 - 03.2010
- Primary customer contact for international intermodal and carload shipments, resolving service issues and inquiries.
Sr. Staffing Specialist – College Recruiting - Human Resources
BNSF Railway
Fort Worth, TX
07.2005 - 07.2008
- Executed college recruiting strategies, significantly increasing the hiring for the Management Trainee and Intern Programs.
- Doubled the onboarding sessions to meet increased staffing plans.
- Coordinated with over 20 colleges for recruitment events.
- Achieved a 50%+ diversity hiring goal for 2006 and 2007.
Talent Acquisition Manager
Elbit Systems
Fort Worth, TX
03.2004 - 07.2005
- Provide staffing support to business units and departments to accomplish EFW's business plan and objectives.
- Supervised recruiting staff: 1 Recruiter, 1 College Intern (Katie Baker Hower).
Sales Account Manager (Engineering Staffing Solutions)
Allegis Group Inc.
Fort Worth, TX
05.2001 - 03.2004
Technical Recruiter
Allegis Group Inc.
Fort Worth, TX
01.2000 - 05.2001
Education
Bachelor of Science - Human Development Social Sciences
Texas Tech University
12.1999
Skills
- Experience design
- Human-centered design
- Design system management
- Project management
- Budget management
- Data analysis
- Agile methodologies
- Customer experience
- Stakeholder engagement
- Team leadership
- Cross-functional collaboration
- Innovation facilitation
- Vendor relations
Accomplishments
Received the John Miller Visionary Award from BNSF Women's Network Board for my leadership and commitment to mentoring and development of others.
Activities
Lead Volunteer Coordinator for Boys and Girls Club of Greater Tarrant County for 16 years through BNSF
Performance Management Program Accomplishments
Performance Mgt Program (PMP) Accomplishments:
- Overall Exceeds: 2006, 2007, 2009, 2011, 2018, 2020, & 2024
- Exceeds in Leadership: 2014, 2015, 2016 & 2019 & 2023
Websites Profiles
http://www.linkedin.com/in/kelly-barnett-9b18b1265
Timeline
Senior Manager Technology Services – Experience Design (XD)
BNSF Railway
01.2022 - 05.2025
Senior Manager, Customer Support – Training & Quality
BNSF Railway
07.2021 - 01.2022
Manager Marketing Development & Strategy – Consumer Products
BNSF Railway
09.2017 - 07.2021
Product Owner – Waybill Technology Services/Service Modernization
BNSF Railway
03.2015 - 09.2017
Senior Manager - Finance/Waybill Solutions & Industry Hub Services
BNSF Railway
07.2013 - 03.2015
Manager Finance/Waybill Solutions
BNSF Railway
04.2012 - 07.2013
Manager Training - Marketing/Customer Support
BNSF Railway
09.2010 - 04.2012
Staffing Manager – Union/Scheduled Employees
BNSF Railway
03.2010 - 09.2010
Sr. Analyst – Intermodal & Carload Marketing/Customer Support
BNSF Railway
07.2008 - 03.2010
Sr. Staffing Specialist – College Recruiting - Human Resources
BNSF Railway
07.2005 - 07.2008
Talent Acquisition Manager
Elbit Systems
03.2004 - 07.2005
Sales Account Manager (Engineering Staffing Solutions)
Allegis Group Inc.
05.2001 - 03.2004
Technical Recruiter
Allegis Group Inc.
01.2000 - 05.2001
Bachelor of Science - Human Development Social Sciences
Texas Tech University
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