When Katie joined the Railinc Customer Success Center (CSC) team in 2015, she didn't know much about the company. But she's a problem solver and found she loved research, using resources like SAS and Railinc's own subject matter experts to figure out customer issues. She was promoted to business analyst in mid-2017 and today is part of the asset utilization team, where she works closely with industry committees and task forces to make sure products like Railinc's Car Hire Liability File are serving customers' needs.
Learning the Industry
Working in CSC, you get to know the industry and the different railroads in a way that serves you well down the road. The calls you take might be with a railroad employee in an office somewhere or with someone who actually works in a train yard. You get to learn what the different areas of the industry need just by fielding CSC requests. Now, in my current role, I work with committees made up of railroad employees who may have started in an office or in the field. My CSC experience has helped me understand their perspective and how we can turn what might seem like a small request into a big idea that can help Railinc serve the industry in a new way.
"CSC gave me a great overview of Railinc's products. You might not learn everything about every product there, but you get a base level of knowledge that's hard to get anywhere else in the company."
Building a Foundation in CSC
CSC gave me a great overview of Railinc's products. You might not learn everything about every product there, but you get a base level of knowledge that's hard to get anywhere else in the company. You're involved in the pre-implementation and the root-cause analysis processes, and you get to see how projects get started and how they end up in production. You also get to learn tools like SAS. In CSC, I was using it to create reports and analyze data on a customer level. As a business analyst, I'm using it to look at product-level data, do external surveys and develop more complex reports. In a short period of time, I've moved up within the company and gotten to know the products, the people and the business.
Success Through Teamwork
Collaboration is essential to succeeding at Railinc. My CSC experience was very different from what I saw when I worked in a call center. There, it was just you, on the phone, trying to solve the customer's problem. Here, we were all working together to solve the issue. If you needed help, you could turn to your team. We learned from each other, and we succeeded as a team. When you're helping someone with a case, even now as a BA, or training a new CSC team member, you're making the group stronger and Railinc better.
Railinc Keeps Your Career Moving
We're always looking for the next great CSC team member! Click here to apply.