Sonyne Marcelin
Lawrenceville,NJ
Summary
Customer-focused Quality Assurance Manager with over 15 years of experience in customer service along with hiring, training, department management, employee benefits, budget, payroll, and compensation in hospitality industry, and call center. Successful at internal audits and correctly skilled at working with customers and clients to ensure goals are met while increasing productivity and highly motivating staff.
Overview
17
17
years of professional experience
Work History
Quality Assurance Manager
Maximus LLC-GetCovered NJ CAC
Lawrenceville, NJ
06.2021 - Current
- Oversee the day-to-day functions of the Quality Assurance (QA) department for the GetCovered NJ call center.
- Manage an effective quality assurance program that monitors for and resolves issues before they become problems.
- Review current standards and policies established by NJ Department of Banking and Insurance (DOBI).
- Prepares trends and performance reports for the senior manager and the call center managers.
- Compile data on quality issues and vulnerabilities and report findings with suggestions for improvement and identify the need for refresher trainings or change of processes.
- Ensure key metrics are met and analyze data for service level agreement (SLAs).
Call Center Supervisor
Maximus LLC-GetCovered NJ CAC
Lawrence, NJ
08.2020 - 06.2021
- Coached team of 26 members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Conducted quality check on Data matching issues and followed up on consumers' escalations.
- Evaluated the need for training to ensure that staff are up to date.
- Interfaced with cross-functional support groups to manage daily operations.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Trained and supervised new employees to promote overall team productivity and consistent service and coordinate with HR on any needed corrective actions.
Call Center Supervisor
Maximus LLC-Census CAC
, NY
01.2020 - 08.2020
- Ensured that all defined Census program information, processes, and procedures were followed.
- Participated in interviews and language assessment for new candidates.
- Oversaw a team of 14 CSRs and 1 team lead to assure productivity and quality of work defined by Maximus and the Census Bureau
- Monitored staff attendance, schedule adherence and approving timesheet
- Reported any issues to managers or appropriate parties in a timely manner.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
Bilingual Team Lead
MAximus LLC-New York State of Health CAC
New York, NY
07.2019 - 01.2020
- Acted as a subject matter expert and maintained up-to-date knowledge of all contact center programs and systems.
- Handled escalated calls, including complaints from customer services specialists.
- Anticipated issues proactively and escalated to management as appropriate.
- Provided support by participating in the quality performance program.
- Worked closely to supervisor to maintain updated knowledge of the contact center performance requirements as well as corporate and project policies and procedure
- Rotated through series of different stations based on team needs.
Bilingual Customer Service Representative
Maximus LLC-NY State Of Health CAC
New York, NY
11.2017 - 06.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Helping Navigators/Brokers and consumers completing or updating applications.
- Proofing identity and overriding consumer’s Marketplace HIX ID by following the company policies.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Referred unresolved customer grievances to designated departments for further investigation.
Room Division Director
Kinam Hotel Group
10.2015 - 03.2017
- Oversaw daily activities of front office, housekeeping, and event departments.
- Coordinated activities with other departments to expedite work and improve interdepartmental performance.
- Planned and implemented strategies to grow revenue.
- Guided and motivated staff to drive maximum performance.
- Escalated broken processes and employee experience to the general manager and to HR department.
- Built a strong relationship with our partners and implemented communication strategies with their HR to create cross-training processes to increase employee and customer satisfaction.
Director of Services
Marriott Hotels
Port-au-Prince, Haiti
01.2015 - 09.2015
- Oversaw a team of 30 housekeeping and laundry staff.
- Ensured cleanliness of guestrooms and public areas met the Marriott standard.
- Trained employees in proper operational procedures and shared company policies and regulations.
- Created work schedules to provide quality service to customers and maintain employee satisfaction.
- Reviewed inventory, assessed needs and placed orders to keep stock available for employees.
- Recruited and hired new employees based on company needs and culture.
Room Division Director
Club Indigo Hotel
Montrouis, Haiti
12.2012 - 01.2015
- Oversaw the daily functions of the housekeeping, front office and event department.
- Responsible to mange, motivate and inspire high performing talent team, while creating an environment that produces highest customer service in the region and employee satisfaction.
- Planned and implemented strategies to grow revenue.
- Coordinated activities with other departments to expedite work and improve interdepartmental performance.
- Successfully improved employment turnover through creating incentive and training programs.
- Supported work-life balance to improve staff morale.
Housekeeping Senior Manager
Radisson Martinique Hotel
Manhattan, NY
03.2008 - 11.2009
- Supported objectives, checkpoints and timelines, managing team members to meet the department expectations.
- Worked cross-functionally with front office,human resources, sales and finance departments.
- Increased efficiency, effectiveness and profitability by managing team productivity, costs and budgets.
- Responded to customer inquiries and complaints professionally.
- Promoted customer service by requiring associates to promptly greet and assist customers.
- Ensure that all guestrooms and public areas met the Radisson standard.
Education
BBA - Finance Management
Pace University
New York, NY02.2025
Diploma - Hospitality Management
Career Academic of NY
New York, NY10.2007
Skills
- Strong client management skills
- Accuracy and attention to details
- Excellent multitasking and prioritization skills
- Operation monitoring
- Quality assurance experience
- Communication
- Organizational skills
- Analytical
- Conflict resolution
- Human resource management
- CRM systems: Emedny, Oracle Knowledge, Connection Point, CUIC, Finesse, Engage, Genesys
- Payroll systems: Time Saver, Kronos, Fingertec Ingress, Deltek, FieldGlass
- Microsoft Office Suite: Excel, Word, PowerPoint, and Outlook, MS Teams
Languages
Timeline
Quality Assurance Manager
Maximus LLC-GetCovered NJ CAC
06.2021 - Current
Call Center Supervisor
Maximus LLC-GetCovered NJ CAC
08.2020 - 06.2021
Call Center Supervisor
Maximus LLC-Census CAC
01.2020 - 08.2020
Bilingual Team Lead
MAximus LLC-New York State of Health CAC
07.2019 - 01.2020
Bilingual Customer Service Representative
Maximus LLC-NY State Of Health CAC
11.2017 - 06.2019
Room Division Director
Kinam Hotel Group
10.2015 - 03.2017
Director of Services
Marriott Hotels
01.2015 - 09.2015
Room Division Director
Club Indigo Hotel
12.2012 - 01.2015
Housekeeping Senior Manager
Radisson Martinique Hotel
03.2008 - 11.2009
BBA - Finance Management
Pace University
Diploma - Hospitality Management
Career Academic of NY
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