CHERYL ELDER
Queens Village,NY
Summary
Passionate, highly skilled Analyst with 15+ years of extensive project experience from concept to development, possessing superior client and project management skills. Meticulous leader responsible for managing the closeout process of a $2.2 billion federally funded Housing Recovery Program. Results-oriented manager with strong ability to communicate effectively with technology, executive, and business audiences. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
28
28
years of professional experience
Work History
Center Director
NYC Mayor's Office of Housing Recovery
New York, NY
11.2015 - Current
- Oversee center operations, case management and coordinating the development and progress of major capital construction projects to homes in Queens that were affected by Super Storm Sandy.
- Manage team of staff engaged in developing, implementing and administering construction contracts.
- Maintain compliance with City, State and Federal regulations regarding housing rehabilitation.
- Participate in complex negotiations with homeowners, elected officials and other city agencies including NYC Department of Buildings, NYD Department of Design and Construction, NYC Department of Environmental Protection and NYC Housing Preservation and Development.
- Direct staff in supporting homeowners navigate construction from inception to completion.
Deputy Site Manager
The LiRo Group
Syosset, NY
09.2013 - 11.2015
- Managed day-to-day operations, including supervision and assignment delegation for 50+ member team.
- Facilitated on-site staff training and developed processes and procedures to increase accuracy and reduce attrition by 20%.
- Supervised, developed, and delegated tasks to employees.
- Efficiently addressed customer issues to ensure quick and successful resolution.
- Oversaw a schedule of weekly projects and anticipated timelines for milestones as well as completion dates.
Director of Customer Service
Semprae Laboratories
Saddle Brook, NJ
01.2010 - 06.2012
- Resolved product/policy issues and shared benefits of new technology, including implementing a call script for agents to sell and up sell, reducing average handle time by 7%.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Executed outbound calls to existing customer base resulting in 22% increase in sales.
- Organized weekly sales reports for the sales department to track product success.
Customer Care Manager
Aim Education
Plainview, NY
07.2007 - 08.2008
- Attended local, regional and national trade shows for product development training as defined by territory needs.
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Trained new employees on company customer service policies and service level standards.
Customer Service Supervisor
Verizon Communications Inc
New York, NY
10.1996 - 06.2007
- Managed daily operations and processes, including reservations, budgeting and forecasting.
- Ensured team member performance by providing supervision, scheduling, counseling and evaluations.
- Implemented automated call center survey and tracking system, increasing first call resolution by 22% and reducing escalating calls by 3%.
- Collaborated with project leaders and stakeholders to accomplish objectives.
- Provided continuous evaluation of program operations as compared with established mission and set parameters.
Education
Master of Arts - Public Policy
The Murphy Institute School of Urban Studies
2019
Bachelor of Arts - Pre-Law
City University y of New York
1996
Skills
- Negotiations expert
- Strong organizational skills
- Residential construction
- Client relations specialist
- Meticulous attention to detail
- Conflict resolution techniques
- Cross-functional collaboration
- NetSuite/Salesforce/CRM
Affiliations
OSHA
Additional Information
OSHA
Timeline
Center Director
NYC Mayor's Office of Housing Recovery
11.2015 - Current
Deputy Site Manager
The LiRo Group
09.2013 - 11.2015
Director of Customer Service
Semprae Laboratories
01.2010 - 06.2012
Customer Care Manager
Aim Education
07.2007 - 08.2008
Customer Service Supervisor
Verizon Communications Inc
10.1996 - 06.2007
Master of Arts - Public Policy
The Murphy Institute School of Urban Studies
Bachelor of Arts - Pre-Law
City University y of New York
Similar Profiles
Toyya BrewtonToyya Brewton
Legal Administrative Assistant at NYC Mayors Office of Housing RecoveryLegal Administrative Assistant at NYC Mayors Office of Housing Recovery
TOYYA BREWTONTOYYA BREWTON
Community Associate at NYC Mayors Office of Housing RecoveryCommunity Associate at NYC Mayors Office of Housing Recovery
Nurten CivelekNurten Civelek
Legal Assistant at NYC Mayor's Office Of Immigrant AffairsLegal Assistant at NYC Mayor's Office Of Immigrant Affairs