Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zachary Krauter

Lancaster,CA

Summary

Results-driven Project Administrator with 24 years of experience, combining management expertise with exceptional customer service skills. Proven ability to oversee complex projects while fostering strong relationships with stakeholders and team members. Skilled in streamlining processes to enhance efficiency and drive project success. Committed to delivering high-quality results that align with organizational goals and exceed client expectations.

Overview

29
29
years of professional experience

Work History

Network Administrator

AV Transportation Services
06.2022 - Current
  • Tracks driver/vehicle utilization to ensure accurate reporting and efficient operations.
  • Assisting with Customer Service Associates scheduling.
  • Reconciling payroll data to produce departmental reports
  • Compiling KPI tables for weekly and bi-weekly meetings with internal departments and contracted partners.
  • preparing billing by compiling data from the internal reporting programs.
  • Generating position task reports, vehicle breakdown, metrics reports, and NTD reporting.
  • Coordinating quarterly drug and alcohol audits, vehicle inspections, litigation reports. Safety Committee and PTASP calculations.
  • Supervises trip assignments, monitors mid-shift switch-outs to reduce late trips, and oversees call volume and CSA activity, including responding to emails, monitoring call hold times, and directly assisting with calls as needed.
  • Manages continuous and ad hoc responsibilities such as investigating and resolving incidents or complaints, handling random reports and special project requests, and providing call center/dispatch and VIA technical support

Project Coordinator

Antelope Valley Transit Authority
04.2020 - 07.2022
  • Coordinated transportation services to optimize route efficiency and improve customer satisfaction.
  • Closely monitored all aspects of day-to-day operation including routing, driver supervision, dispatch
    functions as well as call center customer service operations and quality functions.
  • Ensured operational performance standards satisfaction of paratransit and demand response programs.
  • Monitored and performed regular safety audits to ensure staff adhere to administrative policies, FTA and ADA compliance regulations
  • Monitored service delivery metrics, identifying areas for improvement in overall performance.

Project Manager

Transdev Inc. DBA Intelliride
10.2017 - 04.2020
  • Oversee all subcontracted transportation provider performance, client management, rider satisfaction, customer service operations, the call tracking system requirements, and the transit software systems.
  • Responsible for the day-to-day management, training, and oversight of staff and subcontractors who carry out transportation and dispatch functions as well as the call center supervision and quality functions
  • Ensuring the operational performance and satisfaction of clients served by the AVTA Dial a Ride program and Employee Transportation Programs.

Network Coordinator

Transdev Inc. DBA IntelliRide
03.2014 - 10.2017
  • Enroll and credential transportation providers.
  • Assure contracted companies provide service according to State of Nebraska guidelines and company requirements.
  • Process claims including verification of claims details for accuracy, correct rates, and proper requirements.
  • Use mapping tools to create provider service areas to comply with public service commission certifications and provider preferred areas.
  • Monitor driver behavior and activity daily to assure to assure standards and requirements are met.
  • Assess current production trends to pursue providers in service areas in demand.
  • Coordinate work between multiple departments.

Customer Service, Network Coordinator

AMR Access 2 Care
01.2012 - 03.2014
  • Assisted clients with transportation needs to medical appointments and essential shopping.
  • Promoted to network coordinator; responsible for matching best transportation company to client needs using geographical and time details.
  • Assured Nebraska state compliance by transportation providers as well as clientele.

Reservations Lead, Hyatt Hotels Corporation
01.1999 - 04.2008
  • Assisted potential guests with hotel accommodations and vacation arrangements and assisted corporate clients with all conference needs.
  • Promoted to reservations lead to train and oversee 20-25 sales representatives; responsible to keep staff informed of procedure updates.
  • Guided representatives to achieve company goals.
  • Implemented strategies to increase program effectiveness.
  • Monitored employee work and developed improvement plans.

Quality Assurance Agent

InfoUSA
06.1996 - 11.1998
  • Conducting phone interviews as Teleresearch agent to obtain demographical information for business leads/transactions directory.
  • Promoted to quality assurance and monitored agent phone interviews; ensured proper procedures followed and correct information obtained; responsible for quality scores used in determining clerk production bonuses.

Education

High School Diploma - undefined

Bryan High School
Omaha, NE
1996

Skills

  • Complex Problem Solving Coordination
  • Effective decision-making
  • Project management and coordination
  • Performance monitoring
  • Network coordination
  • Customer relations
  • Stakeholder communications
  • Quality assurance
  • Client relations
  • Staff management
  • Troubleshooting
  • Data review and analysis

Timeline

Network Administrator

AV Transportation Services
06.2022 - Current

Project Coordinator

Antelope Valley Transit Authority
04.2020 - 07.2022

Project Manager

Transdev Inc. DBA Intelliride
10.2017 - 04.2020

Network Coordinator

Transdev Inc. DBA IntelliRide
03.2014 - 10.2017

Customer Service, Network Coordinator

AMR Access 2 Care
01.2012 - 03.2014

Reservations Lead, Hyatt Hotels Corporation
01.1999 - 04.2008

Quality Assurance Agent

InfoUSA
06.1996 - 11.1998

High School Diploma - undefined

Bryan High School

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