Emergency Management expert specializing in planning and leading the responses to natural disasters and other emergencies, coordinating crisis management activities, providing preparedness training for the 311 division of Office of Technology and Innovation. Expert in preparing emergency plans, COOP ( Continuity of Operations Plans) and procedures for natural (e.g., hurricanes, floods, earthquakes),other emergencies. 15+ years Customer Service and People management experience. Managing and leading New York City's customer-facing operations, through 311 Contact Center. Expertise in the day to day effective management large groups of people. Proficiency in establishing and enforcing agency wide policies regarding employee conduct and communication etiquette.
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Emergency Management DirectorNyc311New York, Ny, Us -
Emergency Management DirectorNew York City Office Of Technology & Innovation Mar 2020 - PresentBrooklyn, Ny, Us• Maintain the Continuity of Operations and Emergency plans (COOP) for NYC’s 311 contact center.• Create a plan that manages work, establishes operational procedures to maintain essential services and guides the restoration of the agency’s services after a disruption.• Coordinator of tabletop and emergency drills.• United Victims Information Systems training coordinator • Establishes procedures and assigns responsibilities to ensure effective management of emergency operations.• Establishing procedure and protocols for Emergency Transportation for the unit. -
Senior Operations ManagerNew York City Office Of Technology & Innovation Mar 2016 - Mar 2020Brooklyn, Ny, Us• Responsible for Coaching and Training Contact Center Managers, Supervisors, Team Leads and Agents and providing direct, frequent, and honest feedback to help my team members grow professionally.• Oversee system outages and monitor contingency process until completion. Monitor and manage overall call volume to ensure service level goals are met.• Encourage achievement of high service levels and performance objectives through positive motivation and reinforcement.
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Call Center ManagerNew York City Office Of Technology & Innovation Aug 2011 - Mar 2016Brooklyn, Ny, Us• Responsible for Coaching and Training Contact Center Supervisors, Team Leads and Agents and providing direct, frequent, and honest feedback to help my team members grow professionally.• Reporting of Call Center wide technical problems to the city wide help desk and follow up until issues are resolved. • Oversee system outages and monitor contingency process until completion. Monitor and manage overall call volume to ensure service level goals are met.• Encourage achievement of high service levels and performance objectives through positive motivation and reinforcement.
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Call Center SupervisorNew York City Office Of Technology & Innovation Aug 2010 - Aug 2011Brooklyn, Ny, Us• Use Quality Assurance Database to evaluate how Team Leaders and CCRS handle calls.• Coach, Monitor, and counsel CCRs based on observed performance to support 311 goals and objectives for customer service.• Partner with management to create action plans for representatives to address areas in need of improvement.• Review CCMA/Impact 360 and Reader (Symon) board to monitor call volume throughout the day.
Rhonda Young Education Details
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Cuny School Of Professional StudiesGeneral -
Borough Of Manhattan Community CollegeCorparate And Cable Communications
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Borough Of Manhattan Community CollegeVideo Arts & Technology. -A.A.S
Frequently Asked Questions about Rhonda Young
What company does Rhonda Young work for?
Rhonda Young works for Nyc311
What is Rhonda Young's role at the current company?
Rhonda Young's current role is Emergency Management Director.
What schools did Rhonda Young attend?
Rhonda Young attended Cuny School Of Professional Studies, Borough Of Manhattan Community College, Borough Of Manhattan Community College.
Who are Rhonda Young's colleagues?
Rhonda Young's colleagues are Catherine Bancroft, Raymond Gamarra, Deborah Howell, Kellyanne Thompson, Courtney Hillesheim, Angela Moodie, Kim Conklin.
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