Natasha Serra, M.S., I/O Psychology

• Oversee daily paratransit program operations of the Eligibility Department
• Oversee Customer Service Representatives staff ensuring safety, policy adherence, and public relations for the paratransit service through the Palm Beach County’s - "Palm Tran Connection" service
• Provide Eligibility Performance Metrics to Operations Managers to ensure 21-day Key Performance Metric (KPI) for Eligibility Applications
• Oversee staff training and performance evaluations
• Plan and ensure equitable caseloads, adequate staffing coverage, and efficient processing of applications
• Review cases, analyze decisions for accuracy, address discrepancies, and provide technical support for complex eligibility issues by interpreting complex ADA regulations pertaining to Paratransit Eligibility
• Act as a liaison with other departments/agencies and handle escalated client inquiries/concerns.

• Facilitated operational analysis for FTA compliance, aiding new grantee eligibility for Flagler County Public Transit.
• Directed national call center safety and compliance for FTA programs, managing drug and alcohol policies.
• Enhanced driver training curriculum through performance analysis using telematics for TNC/Paratransit operations.
• Assisted with preparations for 5310 Triennial Audit prior to site visit at South Florida Goodwill Industries.
• Implemented software solutions for reporting and compliance in FTA systems at Alternate Ways.
• Conducted Mobility on Demand study for Volusia County, serving as DBE consultant for Lake County budget planning.
• Reviewed findings from Triennial Audit at MacTown and assisted in addressing conditions.
• Executed route realignment for SunTran Operations through public involvement and social media strategies using transit software.

• Assisted with agile implementation of Samsara telematics program for a safe driving culture across NiSource’s seven states ▪ Assisted with compliance for OSHA and FMSCA regulations for NiSource CDL drivers

▪ Created driver training content for educating drivers on safe driving practices, Samsara, FMSCA and FDOT requirements and emergencies

▪ Responsible for telematics analysis to target preventative corrective action measures for mitigating or managing risks and hazards to lower insurance costs

▪ Assisted with consultation on revisions to driver policies and procedures, accident and incident investigations and emergency planning

▪ Assisted with consultation on electrification funding via cross-collaboration with EPA and FTA for NiSource to explore this strategy in a NEPA compliant fashion

• Managed 25 Courier employees and 17 routes for safe handling of the micro-supply chain of laboratory specimens and surgical instruments, hospital supplies and cancer patient meals to seven hospitals across various departments.
• Wrote departmental policies and procedures for CDL driver compliance and oversaw compliance with Federal Motor Carrier Safety Administration.
• Mitigated and eliminated risk by enforcing vehicle operating standards, training staff on accident prevention strategies, and developing sound incident investigation procedures.
• Subject matter expert on department manager's fleet needs, supply chain and procurement of vehicles based on depreciation analysis.
• Managed Enterprise and Oracle budgeting experience for fleet management involving cost control, invoice processing, reimbursement requests, budget variances, financial forecasting, and SAP.
• Maintained employee records through Workday applications, including recruitment and employee appraisals for KPI's, OKR's, payroll, driver performance, training, and fuel card assignment.
• Authorized repairs for the routine and preventative maintenance of the hospital's entire fleet via vehicle asset information systems (tracked vehicle maintenance, repairs, recalls, warranties, preparation of titling and registration requests).
• Maintained vendor database for coordinating customer service to all hospital departments.

• FDOT District 6 - Involved in the District's Triennial Review of 5310 recipients per FTA and FDOT management plans that required Chapter 14-90 compliance. Supported facilitation of Miami-Dade SMART Plan workshop.
• FDOT District 4- Assisted with coordinating a Human Services Transportation Summit, providing proposal support for establishment of a Regional Mobility Management Program.
• Southern Company/Georgia Power - Secured a contract to assist in R&D for an all-electric vehicle shared mobility pilot for marginalized and transportation-disadvantaged populations.

• Developed a regional situation appraisal for the Treasure Coast to identify human service agencies with gaps in transportation. Utilized Trapeze and RouteMatch software to analyze data of 6,500 paratransit trips for route optimization and peak performance planning.
• Conducted micro-transit research for first- and last-mile transit in Martin and St. Lucie County.
• Assisted with crafting a Work Plan for Mobility Management performance metrics geared towards analyzing mobility management inputs and outcomes.

• Created strategic marketing plans that maximized residential and commercial client exposure, resulting in new market development.
• Advanced public relations and outreach via community events, social media, television, and other tailored marketing content to maximize energy education and awareness, resulting in a 40% increase in closed loans.
• Facilitated a collaborative assisting Veterans to work alongside agency's approved contractors for on-the-job training; this effort resulted in an increase in loan capital of $400K from $50K from KIVA.org.
• Increased volunteer participation by collaborating and mentoring 12 Indian River State College capstone students who produced marketing materials valued at $17,500.
• Led presentations on topics related to energy efficiency as a development tool in the commercial sector.
• Received recognition for SELF as 'Exceptional Non-profit in Innovation.'

• Established operational guidelines for the United We Guide mobility management program.
• Researched, developed, and wrote grant applications for federal and foundation funding for agencies including NHTSA, FTA, CTAA and Newman's Own.
• Prepared contracts and provided training and support for sub-recipients on mobility management projects.
• Developed on-line resources including fact sheets, training modules, and guidebook templates for counties to use in their outreach efforts.
• Automated call log for State Call Center with real-time reporting capabilities for use at the local and state level.

• Managed Trapeze Paratransit Software applications for County oversight
  Acquired grants for the Easter Seals ‘Accessible Transportation Coalitions Initiative (ATCI) and the Federal Transit Administrations’ Veterans Transportation Community Living Initiative (VTCLI)
  Implemented grant program metrics to track performance measurements
  Responsible for establishing a coalition that assists the transportation disadvantaged in partnership with 67 social service agencies
  Assisted in the development of the Treasure Coast Business Leadership Network (BLN); an advocacy agency for hiring disabled population in the tri-county region of the Treasure Coast
  Responsible for the educational campaign to promote fixed route transit services & tax commuter benefits
  Developed an internship program to assist 23 students in developing low-cost marketing tools
  Created an award-winning travel training video for the local transit system that won 1st place at the FPTA