Robert D. Zuckswert

7139 Danko Drive / Aptos CA 95003 / (831) 661-0612 / surfer201@comcast.net

Senior Executive – Operations & Administration

Restructuring / Logistics / Distribution / Strategic Planning & Execution / Process Improvements / P&L responsibility / Government Contracts & Compliance / Safety / Budgets / QA / Negotiations / Strategic Alliances / HR / Emergency and Non-Emergency Healthcare System Design and Implementation / Operational oversight

Senior Executive leader with over 31 years of experience in all facets of pre-hospital emergency medical care and transportation services. Responsible for leading complex, multi-state operations within a national healthcare organization. Improved service quality and customer satisfaction. Managed over $575 million operating budget with P&L responsibility for a variety of business units throughout 17 western states, including Hawaii. Ensured safe operations for more than 5,500 union and non-union employees and a fleet of approximately 700 emergency vehicles. Assumed ultimate responsibility and accountability for the treatment and transport of approximately 940,000 patients annually.

Transferable Skills: Lead, coached, mentored - Teambuilding - P and L responsibility - Labor and employee relations - Removed inter-departmental barriers - Built and motivated highly cohesive and diverse teams - Governmental contract bidding and negotiations - Strategic planning and execution - Improved key relationships among governmental agencies, communities, and customers - Operational design and restructuring - Facilitation and consensus building - Managed logistics - Political networking - Innovative solutions to complex and unique problems.

Dynamic Management professional with rich background of increasing responsibilities building and managing multi-site operations with American Medical Response (AMR) and its predecessor companies. AMR is a $1.2 billion pre-hospital care, ambulance service provider that operates across 36 states. Collectively, the company’s 19,000 employees treat and transport approximately 4.5 million patients each year. The industry is heavily regulated, the workforce is highly unionized, and the nature of the work is fast-paced, competitive and risk-intensive.

Senior Vice President of Operations, Western Region (2005 - 2006)

· Promoted to Senior Vice President, Western Region, in November, 2005.

· Provide Senior Executive leadership, coaching and mentoring to 4 Division Vice Presidents.

· Managed over $575 million annual budget with complete P and L responsibility.

· Oversight of development of annual budgets, including presentations to National leadership.

· Provided oversight guidance to the execution of four divisional strategic plans.

· Primary contact for national agreement with Kaiser Permanente in Northern California.

· Negotiated a number of public and private contracts.

· Used team building, goal setting, and performance recognition to ensure motivated and highly productive staff.

Significant Achievements (2005 - 2006)

-Directed multiple teams to successfully bid 3 multi-year government contracts valued at $80 million per year. These major contracts were competitively bid concurrent to one another. Provided process leadership, pre-bid planning, monitored resource utilization, oversight of proposal development/writing, financial modeling, oral presentation, designed the bid protest strategy, media and political strategies, supervised the contract negotiation and final implementation processes (Maui - January 2006, Kauai - January 2006, and San Joaquin - May 2006).

-Directed multiple operational and support teams to successfully extend 6+ multi-year emergent / non-emergent governmental and private contracts valued at approximately $150 million per year.

-At the request of the organization’s CEO, developed an organizational structure to improve AMR’s competitive

position while providing improved support and customer focus at the local level with the ultimate goal of improving external and internal customer satisfaction. The organizational plan that was developed was implemented in late 2006 throughout all of AMR’s operations across 36 states.

-Directed Northern California operations and support team in improving the company’s performance and compliance to the National Kaiser agreement. The agreement with Kaiser Permanente is a one of a kind contract to provide medical transportation services across the United States to all Kaiser members.

Division Vice President of Operations, Coastal Operations (1998 - 2005)

· Established strategic direction and vision for 11 operating units and related support departments in Northern California.

· Managed over $175 million budget and 11 direct reports.

· Oversaw 15-20 responses to RFP’s for healthcare delivery systems and service models with a 99% success rate.

· Administered collective bargaining unit agreements throughout areas of responsibility.

· Supported design and implementation of systems to support performance based contracts.

· Reduced Workers Compensation losses by over 50%.

· Reduced employee turnover rate by over 50%.

· Successfully negotiated a Master Labor Agreement that covered 2500 Northern California employees.

· Used team building, goal setting, and performance recognition to ensure motivated and highly productive staff.

Significant Achievements (1998 - 2005)

-Secured 13-year exclusive operating agreement for Santa Barbara County and a 10 year agreement in Santa Cruz County, valued at over $190 million. Through political advocacy and a history of excellent customer service, maintained both contracts despite a significant challenge from the second largest ambulance company in the U.S.

-Selected by national CEO to attend the company sponsored Accelerated Development Program (ADP) as a national CEO candidate. This program provided educational opportunities to selected individuals in preparation for internal career advancement. A copy of my 8 hour evaluation is available for review, if requested.

Note: The lead evaluator for DDI notified our Regional CEO that my 8 hour evaluation session was one of the most impressive he had ever seen in his 20+ years in administering this program.

-Restructured and consolidated two Northern California Divisions into one. Transitioned two divisional leadership teams, improved efficiency, customer service, and successfully prepared the business units for multiple RFP’s. The consolidated division renewed every 100% of all EMS contracts through sole source negotiations and/or competitive bid.

Director of Operations, Santa Cruz and Monterey Counties (1997 - 1998)

· Reporting to Divisional Vice President of Operations, responsibility for all aspects of operations in Monterey and Santa Cruz counties.

· Responsible for consolidating two diverse workforces after the acquisition of AMR by Laidlaw in 1997.

· Oversaw labor agreement that covered approximately 200 employees.

· Managed governmental and private contracts in both Counties.

· Renewed existing 911 franchise agreements in both Counties.

· Used team building, goal setting, and performance recognition to ensure motivated and highly productive staff.

Significant Achievements (1997 - 1998)

-Selected as the Director of Operations, harmoniously melded two highly competitive and culturally diverse workforces into one team, improved key customer relationships, and established operational efficiencies through the sharing of resources between two geographically adjacent business units.

-Successfully renewed the Monterey County franchise agreement for 3 additional years valued at $33 million. Improved operational effectiveness and efficiency while ensuring 100% compliance with one of the most complicated 911 contracts in the industry at the time.

Vice President of Operations, Coastal Operations (1996-1997)

· Provided Executive level leadership and fiscal oversight for 7 County operations in a newly formed division.

· Established strategic direction and vision for 7 operating units in a newly formed division.

· Managed over $33 million budget and 8 direct reports.

· Implemented processes and procedures that increased County leadership accountability, responsibility and job satisfaction.

· Administered collective bargaining unit agreements throughout areas of responsibility, covering over 500 employees.

· Supported design and implementation of systems that supported performance based contracts.

· Used team building, goal setting, and performance recognition to ensure motivated and highly productive staff.

Note: This Executive level position was eliminated during the restructuring of AMR after the Laidlaw purchase.

Director of Operations, Santa Cruz and Maui Counties (1995-1996)

· Provided direct oversight of all aspects of operations

· Established strategic direction and vision for 2 operating units and related support departments.

· Managed $14 million budget and 3 direct reports.

· Oversaw contracts for healthcare delivery systems and service models.

· Administered collective bargaining unit agreement for 80+ employees.

· Implemented systems to support performance based contracts.

· Used team building, goal setting, and performance recognition to ensure motivated and highly productive staff.

Significant Achievements (1995)

-Successfully renegotiated the 911 agreement in Santa Cruz County valued at approximately $10 million annually.

Director of Operations, Santa Cruz Ambulance, Santa Cruz County (1980-1995)

· Provided direct oversight of all aspects of operation.

· Established strategic direction and vision for business unit.

· Managed $3 million budget and 4 direct reports.

· Oversaw contract for healthcare delivery system.

· Administered collective bargaining unit agreement for 50+ employees.

· Used team building, goal setting, and performance recognition to ensure motivated and highly productive staff.

Significant Achievements (1989)

-Restructured and consolidated two County providers following the acquisition of A-1 Ambulance of Watsonville. Successfully integrated two highly competitive workforces into one team, with improved efficiency, customer service and employee satisfaction.

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Education / Training

1977 / 2006 - Attended industry and business related training and education including the EMS Academy (Fitch and Associates) and Kellogg University leadership training.

1975 / 1976 - Cabrillo Junior College. Attended two years of business education. Elected to discontinue due to promotion to General Manager for Santa Cruz County in 1980.

1984 / 1985 - Stanford Paramedic Training Program. Selected as Valedictorian of graduating class.

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Community and Industry Involvement

· Board of Directors, Central Santa Cruz County Fire Protection

· Volunteer firefighter, Live Oak Fire Department

· Emergency Medical Services Council, Monterey County

· Emergency Medical Care Commission, Santa Cruz County

· Board of Directors, Dominican Santa Cruz Hospital Foundation

· Emergency Medical Care Commission, San Benito County

· Board of Directors, California Ambulance Association

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Honors and Awards

· 1982 California Ambulance Association Employee of the Year.

· 1993 Santa Cruz County EMS Leader of the Year.

· 2004 AMR Team Leader of the Year.