Rhonda A. McClananahan
Bronx
Summary
Tech-savvy with over 15years in the customer service field. Highly organized supervisor with CompTIA A+ certification (May 2025) and hands-on experience using CARES systems, Microsoft 365, SharePoint, and ServiceNow/Azure. Proven leader with a strong record of supervising teams, managing documentation, and ensuring operational and regulatory compliance in high-demand environments. Extensive experience supporting vulnerable and at-risk populations through case management, advocacy, crisis intervention, and staff leadership.
Overview
20
20
years of professional experience
Work History
Shift Supervisor
Acacia Networking Inc
The Bronx, NY
09.2025 - Current
- Oversee transitional paperwork including client check-in/out, referrals, and appointment documentation using CARES
- Supervise and support a team of 12 Residential Aides, ensuring compliance with organizational policies
- Maintain food safety compliance for meals served to 273+ residents
- Coach and mentor staff, monitor performance, and manage daily operational workflows
- Coordinate scheduling, documentation, and client engagement activities
- Implemented process improvements that enhanced productivity and reduced operational delays.
- Conducted regular performance evaluations to provide feedback and encourage professional development.
Behavioral Support Specialist /Youth Development Specialist
The Children’s Village
Dobbs Ferry, NY
03.2023 - 07.2024
- Managed progress notes, incident reports, and behavioral assessments
- Advocated for youth through coordination with therapists, schools, and families
- Supervised youth in residential programs, promoting positive behavior and conflict resolution
- Facilitated group and individual sessions to build social and life skills
- Trained new staff on engagement strategies and crisis management techniques
- Conducted assessments to identify needs, tailoring interventions that align with each child's unique circumstances.
Youth Development Professional
Woodfield Detention Center
Valhalla, NY
02.2022 - 03.2023
- Supervised and mentored justice-involved youth in a secure residential setting
- Supported case management activities aligned with behavioral and educational plans
- Assisted with tutoring and structured programming
- Collaborated with educators, and social service professionals
- Organized workshops focused on conflict resolution, decision-making, and life skills training.
- Applied de-escalation and crisis intervention techniques consistently
Gas Project Specialist
Aclara Smart Grid Solutions
New York, NY
12.2017 - 02.2022
- Installed, configured, and validated networked gas and electric metering devices (IoT endpoints), ensuring accurate data transmission and system functionality
- Diagnosed and resolved hardware, firmware, and connectivity issues in the field to minimize service disruptions
- Performed quality assurance checks and data verification, maintaining a 98% accuracy rate across 6,000+ device installations. Collaborated with engineering and operations teams to escalate and resolve complex technical issues
- Supervised and trained 26+ technicians on technical procedures, safety standards, and troubleshooting protocols
- Utilized Microsoft 365 and SharePoint for documentation, reporting, and team coordination
- Ensured compliance with NGA and AGA technical and safety regulations
Office Manager
A. Fill Brighter Future Inc.
New York, NY
05.2013 - 12.2017
- Managed office operations, scheduling, and telehealth coordination
- Handled billing, insurance correspondence, and HIPAA-compliant documentation
- Supervised and trained administrative staff
- Implemented process improvements to streamline workflows
- Served as primary liaison for clients, therapists, and external partners
Letter Carrier / Customer Service Representative
United States Postal Service, USPS
The Bronx, NY
12.2005 - 05.2013
- Delivered mail and parcels accurately while meeting strict delivery timelines
- Trained new employees on routes, safety procedures, and customer service standards
- Resolved customer concerns and promoted postal products and services
Education
Borough of Manhattan Community College
New York (City), NYSkills
- Staff development
- Operations management
- Safety awareness
Technical & Systems
CompTIA A (Hardware & Software Troubleshooting) CARES System Microsoft 365 & SharePoint ServiceNow & Microsoft Azure QA & Process Improvement
- Conflict resolution techniques
Leadership & Operations
Team Supervision (12–26 staff) Scheduling & Workflow Coordination Training, Coaching & Performance Oversight Compliance & Safety Monitoring
Client Services
Case Management & Progress Notes Crisis Intervention & De-escalation Client Advocacy & Engagement Incident Reporting
Timeline
Shift Supervisor
Acacia Networking Inc
09.2025 - Current
Behavioral Support Specialist /Youth Development Specialist
The Children’s Village
03.2023 - 07.2024
Youth Development Professional
Woodfield Detention Center
02.2022 - 03.2023
Gas Project Specialist
Aclara Smart Grid Solutions
12.2017 - 02.2022
Office Manager
A. Fill Brighter Future Inc.
05.2013 - 12.2017
Letter Carrier / Customer Service Representative
United States Postal Service, USPS
12.2005 - 05.2013
Borough of Manhattan Community College