Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Generic

Cheryl Elder

New York,USA

Summary

Results-driven Director with extensive experience in public health, housing, and customer service sectors. Proven ability to enhance operational efficiency through strategic program development and cross-departmental collaboration. Adept in stakeholder engagement, regulatory compliance, team leadership, and delivering equity-focused outcomes in complex systems.

Overview

29
29
years of professional experience

Work History

Senior Program Manager

NYC Health and Hospitals Corporation
02.2024 - 07.2025
  • Managed the Exit Planning Program at 15 sites assisting Asylum seekers with obtaining identification, healthcare, housing, legal aid, legal employment and a host of other services.
  • Led teams that contributed to 1,000,000 (conducted) meetings to help Asylum seekers self-sufficiently exit from the shelter system.
  • Coordinated and implemented policy rollout to enhance operational efficiency between internal teams, stakeholders, vendors and CBO’s.

Director of Program Implementation

NYC Department of Health and Mental Hygiene
10.2021 - 02.2024
  • Spearheaded new initiative development for the Division of Family & Child Health (FCH), including program funding, performance monitoring and inter-bureau coordination.
  • Directed the ‘Situation Room’ response team for school-based COVID-19 contact tracing and closures.
  • Managed Making Waves, a public health swim program targeting drowning disparities amongst young adults in vulnerable communities.

Director of Field Operations

NYC Mayor’s Office of Housing Recovery
02.2019 - 10.2021
  • Supervised field and remote teams during COVID-19 contact tracing initiatives, while coordinating resource referrals for Asylum Seekers with Department of Social Services and community partners.
  • Oversaw cross-functional operations to align outreach efforts with public health goals.

Director of Construction Services

NYC Mayor’s Office of Housing Recovery
11.2015 - 02.2019
  • Oversaw center operations, case management, and coordinated the development and progress of major capital construction projects for homes in Queens that were affected by Hurricane Sandy.
  • Participated in complex negotiations with homeowners, elected officials, and other city agencies including NYC Department of Buildings, NYC Department of Design and Construction and NYC Department of Housing and Preservation Development.
  • Managed staff responsible for closing out the $2.2 billion dollar Housing Recovery program.

Deputy Site Manager

The LiRo Group
09.2013 - 11.2015
  • Managed day to day operations of a 50+ person team and streamlined workflows to improve field performance.
  • Facilitated on site staff training and developed processes and procedures to increase accuracy that reduced attrition by 20%.
  • Coordinated cross-departmental project timelines and deliverables.

Director of Customer Service

Semprae Laboratories
01.2010 - 06.2012
  • Resolved product/policy issues and implemented a call script for agents to sell/upsell, reducing average handle time by 87%.
  • Developed marketing campaigns aimed at increasing brand awareness and among potential customers.
  • Monitored call center performance metrics including first call resolution and abandonment rate.

Director of Customer Service

Aim Education
07.2007 - 08.2008
  • Attended local, regional, and national trade shows for product development training as defined by territory needs.
  • Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Monitored call volumes and adjusted staffing levels accordingly.

Customer Service Supervisor

Verizon Communications Inc.
10.1996 - 06.2007
  • Managed large-scale customer support operations and trained frontline staff.
  • Conducted audits and performance reviews to ensure compliance and service quality.

Education

Masters -

Cuny School of Labor and Urban Studies

BA - undefined

City College of New York

Skills

  • Program Evaluation & Development
  • Strategic Planning
  • Cross-Agency Collaboration
  • Risk Management & Assessment
  • Stakeholder Engagement
  • Regulatory Compliance
  • Team Leadership
  • Process Improvement

LANGUAGES

French | Intermediate

Timeline

Senior Program Manager

NYC Health and Hospitals Corporation
02.2024 - 07.2025

Director of Program Implementation

NYC Department of Health and Mental Hygiene
10.2021 - 02.2024

Director of Field Operations

NYC Mayor’s Office of Housing Recovery
02.2019 - 10.2021

Director of Construction Services

NYC Mayor’s Office of Housing Recovery
11.2015 - 02.2019

Deputy Site Manager

The LiRo Group
09.2013 - 11.2015

Director of Customer Service

Semprae Laboratories
01.2010 - 06.2012

Director of Customer Service

Aim Education
07.2007 - 08.2008

Customer Service Supervisor

Verizon Communications Inc.
10.1996 - 06.2007

BA - undefined

City College of New York

Masters -

Cuny School of Labor and Urban Studies

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