Cheryl Elder
New York,NY
Summary
Results-oriented Senior Program Manager at Health and Hospitals Corporation, recognized for exceptional organizational skills and effective cross-departmental collaboration. Spearheaded initiatives that significantly improved operational efficiency and met programmatic objectives, leveraging negotiation expertise and a keen attention to detail. Aiming to further enhance program outcomes through innovative strategies and team leadership.
Overview
28
28
years of professional experience
Work History
Senior Program Manager
Health and Hospitals Corporation
New York, NY
02.2024 - Current
- Coordinated rollout of policies and procedures to increase operational efficiency.
- Facilitated communication between cross-functional teams in order to ensure the successful implementation of projects.
- Created and maintained project documentation to ensure consistency of processes across the organization.
- Planned and led team meetings to review performance and communicate new and ongoing priorities.
Director of Program Implementation
NYC Department of Health and Mental Hygiene
New York, NY
10.2021 - Current
- Develop all aspects of the implementation of new initiatives, including program plans, funding, and performance in the Division of Family & Child Health (FCH).
- Plan, implement, monitor, and evaluate initiatives crucial to FCH bureaus and the agency.
- Manage the Situation Room, a rapid response team to help schools with contact tracing and making classroom or school closure decisions
- Achieve programmatic goals, meet deadlines, and oversee hiring, training, and onboarding of new staff in the unit.
- Manage the Making Waves swim program which was designed to minimize the gap in drowning disparities in communities of color
Director of Field Operations
NYC Mayor's Office of Housing Recovery
New York, NY
06.2020 - 10.2021
- Managed the field and office operations of community board organizers, performing remote and field work in support of COVID-19 contact tracing.
- Work with the NYC Department of Social Services and Community Board Organizations to support individuals and families seeking asylum by providing referral information and available resources, including direct, on-site mental health support.
- Implemented successful business strategies to increase revenue and target new markets.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
Director of Construction Services
NYC Mayor's Office of Housing Recovery
New York, NY
11.2015 - 10.2021
- Participated in complex negotiations with homeowners, elected officials, and other city agencies, including the NYC Department of Buildings, the NYC Department of Design and Construction, and the NYC Department of Housing Preservation and Development.
- Oversaw staff involved in closing out the $2.2 billion Housing Recovery Program.
- Directed staff in supporting homeowners, navigating construction from inception to completion.
- Oversaw center operations, case management, and coordinated the development and progress of major capital construction projects for homes in Queens that were affected by Superstorm Sandy.
- Managed a team of staff engaged in developing, implementing, and administering construction contracts.
Associate Director of Compliance
NYC Mayor's Office of Housing Recovery
New York, NY
11.2015 - 07.2020
- Maintained compliance with City, State, and Federal regulations regarding housing rehabilitation.
- Established key performance indicators which were tracked regularly against set targets.
- Ensured compliance with local laws and regulations governing business operations.
- Developed and implemented strategies to increase organizational effectiveness and efficiency.
Deputy Site Manager
The LiRo Group
Syosset, NY
09.2013 - 11.2015
- Managed day-to-day operations, including supervision and assignment delegation for a team of over 50 members.
- Facilitated on-site staff training, and developed processes and procedures to increase accuracy and reduce attrition by 20%
- Coordinated workflow between departments to maximize productivity.
- Efficiently addressed customer issues to ensure a 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 the benefits of new technology, including implementing a call script for agents to sell and upsell, reducing average handle time by 7%.
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Executed outbound calls to the existing customer base, resulting in a 22% increase in sales.
- Monitored call center performance metrics such as average handle time, first-call resolution rate, and abandonment rate.
- Coordinated cross-functional teams to develop comprehensive solutions for complex requests from customers.
- Assisted with developing marketing campaigns aimed at increasing brand awareness among potential customers.
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, email, and fax.
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Trained new employees on the company's customer service policies and service level standards.
- Monitored call volumes and adjusted staffing levels accordingly.
- Conducted regular performance reviews of customer service representatives.
Customer Service Supervisor
Verizon Communications Inc
NY
10.1996 - 06.2007
- Managed daily operations and processes, including reservations, budgeting, and forecasting.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Implemented an automated call center survey and tracking system, increasing first call resolution by 22%, and reducing escalating calls by 3%.
Education
MA - Public Administration
CUNY School of Labor And Urban Studies
New York, USAAdvanced Certificate - Public Administration and Public Policy
CUNY School of Labor and Urban Studies
New York, USABachelor of Arts - Pre-Law
City University of New York
New York, USASkills
- Proficient in Negotiation Strategies
- Strong Organizational Abilities
- Understanding Construction Processes
- Customer Relationship Development
- Meticulous Attention
- Effective Resolution Strategies
- Cross-Departmental Collaboration
- NetSuite System Knowledge
- Proficient in Salesforce
- Customer Engagement Strategies
Activities
- OSHA
- NYPIRG
References
References available upon request.
Timeline
Senior Program Manager
Health and Hospitals Corporation
02.2024 - Current
Director of Program Implementation
NYC Department of Health and Mental Hygiene
10.2021 - Current
Director of Field Operations
NYC Mayor's Office of Housing Recovery
06.2020 - 10.2021
Director of Construction Services
NYC Mayor's Office of Housing Recovery
11.2015 - 10.2021
Associate Director of Compliance
NYC Mayor's Office of Housing Recovery
11.2015 - 07.2020
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
MA - Public Administration
CUNY School of Labor And Urban Studies
Advanced Certificate - Public Administration and Public Policy
CUNY School of Labor and Urban Studies
Bachelor of Arts - Pre-Law
City University of New York
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