Kenneth Anthony
Fontana
Summary
Dynamic professional with over 10 years of experience in customer service, data analysis, contract compliance, and project support. My expertise in project operations, data coordination, and relationship building is complemented by a proven track record in quality assurance, effective business communication, and meticulous task completion. My commitment to continuous improvement drives the pursuit of excellence in every project I take on, and ensures the highest standards of service are consistently met. My strong interpersonal skills and keen attention to detail foster engagement and motivation, contributing to exceptional team performance.
Overview
12
12
years of professional experience
Work History
Senior Projects Coordinator
WSP USA Inc.
04.2018 - Current
- Serve as subject matter expert for commuter incentive program applications, ensuring smooth operations and compliance with agency policies.
- Manage the Customer Service Department, overseeing staff, monitoring the inbox, and coordinating the Live Help Chat schedule to provide timely, accurate commuter support.
- Track and analyze customer service inquiries, producing monthly reports to identify trends, improve response strategies, and inform leadership decisions.
- Partner with leadership to design and refine incentive projects, driving program efficiency and participant engagement.
- Collect, analyze, and interpret program data to support budget forecasting, performance tracking, and strategic decision-making.
- Provide end-user support, troubleshoot system issues, and deliver training to enhance program adoption and efficiency.
- Forecast and manage gift card inventory, using predictive analysis to ensure alignment with monthly demand.
- Led a large-scale audit program over 300+ files, contracts, and financial records, achieving 100% compliance with zero findings.
- Maintain audit-ready documentation and recommend process improvements to optimize program delivery and enhance the customer experience.
Project Coordinator
Willdan Energy Solutions
08.2021 - 02.2024
- Provided transactional, administrative, and operational support to ensure seamless program execution.
- Monitored project progress, identified risks, and ensured alignment with program objectives.
- Served as liaison between contractors, vendors, and customers, communicating updates and resolving issues to minimize disruptions.
- Conducted kWh savings analysis to track outcomes and meet energy efficiency goals.
- Reconciled invoices, change orders, and documentation to maintain financial accuracy and KPI compliance.
- Produced data-driven reports to support decision-making, optimize operations, and strengthen stakeholder accountability.
Assistant Procurement Specialist
Access Services Para-Transit
11.2014 - 04.2018
- Prepared IFBs, RFPs, and RFQs to support procurement needs in compliance with agency policies.
- Performed price and cost analyses to evaluate vendor bids and support purchasing decisions.
- Leveraged Oracle ERP to generate and manage purchase orders while tracking vendor performance.
- Reconciled invoices and procurement documentation to ensure accuracy and audit compliance.
- Assisted in contract administration and vendor performance monitoring.
- Supported annual audits by reviewing procurement files and ensuring policy compliance.
Internal Auditor
Access Services Para-Transit
02.2014 - 11.2014
- Audited ATBOS data for incomplete or inaccurate trip submissions.
- Verified driver and vehicle certifications to ensure compliance with safety and regulatory standards.
- Reconciled trip sheets to resolve discrepancies and confirm service accuracy.
- Issued audit summary letters detailing discrepancies, billing adjustments, and corrective actions.
- Partnered with providers to resolve findings and improve compliance processes.
- Supported internal controls by maintaining audit-ready documentation and reducing risks of overbilling.
Customer Service Support Representative
Access Services Para-Transit
07.2013 - 02.2014
- Assisted elderly and disabled customers by resolving service issues and ensuring reliable access.
- Educated riders on program policies and procedures for effective service use.
- Logged customer feedback and service issues to support process improvements.
- Collaborated with internal staff to address escalations and enhance customer satisfaction.
Education
Bachelor of Business Administration - Finance Administration
California State University, San Bernardino
01.2013
Certificate in Effective Communications and Human Relations/Skills for Success - undefined
Dale Carnegie Course
01.2014
Skills
- Account Management
- Conflict Resolution
- Learning Agility, Problem Solver
- Procedure Development
- Team Management
- World Class Customer Service
- Written and Verbal Communication
- Data Analysis
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Project tracking
- Administrative management
- Reporting skills
- Project scheduling
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conducted a full fiscal year audit to determine the inaccuracies of our inventory and balanced our master payment file to pass our annual financial audit.
Timeline
Project Coordinator
Willdan Energy Solutions
08.2021 - 02.2024
Senior Projects Coordinator
WSP USA Inc.
04.2018 - Current
Assistant Procurement Specialist
Access Services Para-Transit
11.2014 - 04.2018
Internal Auditor
Access Services Para-Transit
02.2014 - 11.2014
Customer Service Support Representative
Access Services Para-Transit
07.2013 - 02.2014
Certificate in Effective Communications and Human Relations/Skills for Success - undefined
Dale Carnegie Course
Bachelor of Business Administration - Finance Administration
California State University, San Bernardino
KEY ATTRIBUTES
- Ability to Work Under Pressure
- Adaptable
- Creative
- Decision Maker
- Dedicated to my work
- Effective Time Management
- Enthusiastic
- Good at Multitasking
- Self-motivated
- Strategic Planner
- Strong Leader
- Team Player