Albert Kramer Email & Phone Number

New York City Metropolitan Area

Managed the stabilization of the bureau’s meter to cash operations after the successful implementation of the agency’s new billing system by using data and user feedback to prioritize system enhancements, policy changes, and the shifting of resources within the bureau.Hired and managed a diverse 22-person team covering product operations, release management, quality assurance, and analytics. Partnered closely across senior executives, engineering, marketing, operations, and external… Show more Managed the stabilization of the bureau’s meter to cash operations after the successful implementation of the agency’s new billing system by using data and user feedback to prioritize system enhancements, policy changes, and the shifting of resources within the bureau.Hired and managed a diverse 22-person team covering product operations, release management, quality assurance, and analytics. Partnered closely across senior executives, engineering, marketing, operations, and external consultants.Launched a new customer portal with enhanced omnichannel payment options and self-service tools driving a 10% increase in new customer enrollment and a 33% reduction in non-digital inquiries. Prioritized features through user feedback and usage data such as releasing UX improvements to the customer portal that reduced customer inquiries by 27%, and modified APIs to increase staff productivity by 13% across 500 staff. Show less

Led product development and implementation of an Azure cloud-based billing solution and mobile customer portal as part of a successful digital transformation of DEP’s customer operations. Launched integrated solution within the confines of pandemic-adjusted timeline and budget utilizing detailed project planning, risk mitigation, and communication strategy. Built a highly effective team culture focused on continuous improvement, open communication, and creative problem solving to… Show more Led product development and implementation of an Azure cloud-based billing solution and mobile customer portal as part of a successful digital transformation of DEP’s customer operations. Launched integrated solution within the confines of pandemic-adjusted timeline and budget utilizing detailed project planning, risk mitigation, and communication strategy. Built a highly effective team culture focused on continuous improvement, open communication, and creative problem solving to successfully maximize the output of a cross-functional team.Effectively presented updates and recommendations rooted in industry best practice and analytics to agency leaders and served as the face of all organizational change management initiatives via clear, concise, and engaging communications ranging from briefing documents to presentations to hundreds of employees.Excelled in a fast-paced and high-pressure environment to deliver a successful go-live during Hurricane Ida by challenging the status quo to find innovative solutions and by creating a partnership approach with key vendors to yield the most business value. Show less

New York City Metropolitan Area

Managed units responsible for Fleet Operations, Strategic Procurement, and Archives and Records management.Coordinated DEP’s participation in the Joint Lien Sale Taskforce, provided analysis of draft legislation, and policy recommendations to the Commissioner as part of the ultimately successful reauthorization by the City Council. Partnered with senior executives to identify and implement operational efficiencies related to DEP’s procurement and hiring processes, measured… Show more Managed units responsible for Fleet Operations, Strategic Procurement, and Archives and Records management.Coordinated DEP’s participation in the Joint Lien Sale Taskforce, provided analysis of draft legislation, and policy recommendations to the Commissioner as part of the ultimately successful reauthorization by the City Council. Partnered with senior executives to identify and implement operational efficiencies related to DEP’s procurement and hiring processes, measured progress against KPIs, and led an internal task force focused on increasing diversity within the agency’s workforce.Led special projects from the NYC Mayor’s Office on behalf of the First Deputy Commissioner / CFO and served as their proxy as appropriate. Show less

New York City Metropolitan Area

Oversaw day-to-day operations and crisis management of $3.6 billion in annual water utility billing and collections—including the customer service response to Hurricane Sandy.Led investigations and responses to time sensitive inquiries from elected officials and the press.Managed the transition to Citibank’s multimodal payment processing services to successfully reduce payment processing costs and facilitate a double digit increase in the percentage of payments made… Show more Oversaw day-to-day operations and crisis management of $3.6 billion in annual water utility billing and collections—including the customer service response to Hurricane Sandy.Led investigations and responses to time sensitive inquiries from elected officials and the press.Managed the transition to Citibank’s multimodal payment processing services to successfully reduce payment processing costs and facilitate a double digit increase in the percentage of payments made online.Facilitated a partnership with Veolia Water and McKinsey & Company to develop and operationalize a new data driven approach to meter lifecycle management that resulted in a $30 million increase in annual revenue. Show less

Led the design and implementation of a new water rate structure securing $800 million in annual billing.

Drafted two chapters for the second edition of NYC’s PlaNYC 2030 sustainability plan.

Master Of Business Administration (M.B.A.), Management, Dean'S List

Bachelor Of Arts, History And Economics