Oshane Hines

Oshane Hines Montego Bay, St James, Jamaica- +1 - linkedin.com/in/oshanehines Summary Hi There! Oshane here, with vast experience in the Hospitality & Tourism Industry, Creative Writing, Digital Publishing, Customer Service, Training Facilitation, and Information Technology. As a Young Professional, I continue to thrive daily grasping every opportunity to hone and perfect my skills that I may provide world-class solutions. Hence, pursuing education in Cybersecurity to Combat the world's gruesome CyberWarfares. Experience Patient Care Coordinator Circle Medical - a UCSF Health Affiliate Jun 2021 - Present (2 months +) Career Snapshot Handling day-to-day inquiries, and troubleshooting with our customers on a wide range of issues via phone call, email, SMS or chat. Ensuring that all tickets are managed appropriately and resolved within set turnaround times with the highest level of customer service provided. Collaborating and coordinating with different teams to ensure the achievement of appropriate resolutions for customers issue Communicate with Patients and Patients Representatives to resolve healthcare accounts while offering excellent customer service Maintain diplomacy when addressing matters escalated Provide thorough, efficient, and accurate documentation and updates in all required systems for each work event Responsible for meeting monthly goals and quality standards through efficient and accurate work processes Respond to verbal and/or written inquiries in a timely manner Process all correspondences with adherence with the Health Insurance Portability and Accountability Act (HIPAA) guidelines where applicable Knowledge, understanding, and compliance with company policies and procedures Oshane Hines - page 1 Provide feedback to management concerning possible problems or areas of improvement Understanding of US health insurance providers, Workers' Compensation, Medicare, Medicaid Excellent interpersonal, written, and oral communication skills Shopify Dropshipper - Ecommerce Shopify Jun 2021 - Present (2 months +) Drbackfree.com Product: Back Stretcher Professional Freelancer Upwork Dec 2015 - Present (5 years 8 months +) Expert Customer Service Representative I have advanced experience in working in Customer Service environments including Hospitality & Tourism and the Call Center. Providing customers with quality support in troubleshooting, site navigation, general inquiries, product information, securing a sale/booking, availability, and general inquiries. I also possess a wealth of experience using Microsoft Word Applications, Different CRM software, Live Chat support softwares, Zendesk, and hands-on experience with call/contact center equipment and softwares. Thus, my professional demeanor and confidence enables me to be a multitasker and the ability to take on several responsibilities at once and deliver with the same high-quality end result. I am a quick learner, trainable, and enthusiastic. I look forward to working with you as a customer service representative as well as your man-for-the job for any additional projects that you need assistance with. •Writing articles and books on project basis •gathering information on project specific areas, •staying updated on grammar and project related aspects •checking for conceptual or grammatical errors in drafts •adhering to deadlines •editing and proofreading the drafts •product reviews Oshane Hines - page 2 •customer service Publisher Hines Press Mar 2021 - Present (5 months +) Digital and Print Publishing for Christian Literature. IT Service Coordinator IT Assurance Mar 2021 - Apr 2021 (2 months) Career Snapshot : Responsible for all inbound user service requests; coordinating the dispatch of technicians for user issues requiring on-site resolution; and organizing technician schedules for all Service Desk and NOC staff. Communicating directly with IT Assurance clients, who are the users of the service, and are requesting service regarding issues via phone, email, or customer portal. Ensure that all incidents, issues, and/or problems are logged, and contain all necessary information for a technician to resolve the user’s service issue and can assign the ticket to the proper technician who is qualified to remediate the support issue. *Coordination of all IT support groups to ensure maximum utilization of billable resources. Pre-process service requests as they arrive through a phone call, email, manual entry, or direct customer input. *Schedule internal and field technical resources on the dispatch portal. *Monitor resource schedules to ensure prompt time entry on service requests. *Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages. *Route incoming and existing tickets to the appropriate service group and geographic region. *Monitor open service tickets to make sure the team is meeting customer SLA’s. *Improve customer service, perception, and satisfaction with fast turnaround of customer requests. *Ability to work in a team and communicate effectively. *Improve usage and increase productivity of IT support resources. *Escalate service requests that cannot be scheduled within agreed service levels. *Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager. *Responsible for entering time and expenses as they occur. *Enter all work as service tickets into the computer system. Team Lead Conduent Aug 2020 - Mar 2021 (8 months) *Government Services Group* *Conduent Government Prepaid Card Solutions are transforming the way government agencies handle payments. We bring modern, digital convenience to everything from child support payments, EBT, Unemployment benefits, and tax refunds. Oshane Hines - page 3 Prepaid cards make the administration of payments so easy. Once companies implement a prepaid payroll card program, they often convert other areas issuing paper checks to prepaid cards, moving to more time and cost-efficient digital processes. Career Snapshot: Manages and leads a team of employees. Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members. •Assist with address changes •Review and explain account charges •Assist customers with replacing lost or stolen credit or debit cards •Assist customers who are victims of fraud, theft or identity theft • Check on the status of customer accounts and track benefits and payments •Supports team manager and performs management duties when manager is absent or out of office •Develops strategies to promote team member adherence to company regulations and performance goals •Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks •Conducts team meetings to update members on best practices and continuing expectations •Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines •Ensures company brand materials and physical working spaces meet and exceed company presentation standards •Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints Customer Service Representative iHerb, LLC Oct 2020 - Dec 2020 (3 months) *iHerb * iHerb.com is a web-based platform that sells nutritional supplements and other healthy products in the United States and internationally to over 150 different countries. All packages will ship from one of our state of the art fulfillment centers in California, Kentucky, Illinois, Pennsylvania, and South Korea depending on the destination country. Career Snapshot: •Process RMAs •Manage customer accounts •Follow-up on customer interactions •Handle and resolve customer complaints •Respond promptly to all customer inquiries •Review Product Reviews to ensure meeting guidelines •Communicate and coordinate with internal departments Oshane Hines - page 4 •Escalate customer issues as necessary for timely resolution •Meet and maintain Quality, CSAT and Productivity Expectations •Record customer contacts: comments, details, and action taken •Obtain and evaluate all relevant information to handle inquiries and complaints •Work directly with customers via e-mail, phone, chat, social media, and MarketPlace •Work with warehouse and/or logistics partner companies to resolve inquiries & exceptions Training Specialist Conduent Mar 2019 - Apr 2020 (1 year 2 months) Royal Caribbean Cruises Ltd Career Snapshot : •Provide administrative support to the learning and development function. •Provide classroom training to internal or external audiences Generates new and innovative solutions to complex problems, and proposes improvements to processes •Working autonomously within established procedures and practices •Provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules •Deliver face to face 5 Weeks with 2 Weeks On the Job Training ; Virtual classroom training creating a positive learning environment and ensuring that all delegates receive appropriate motivation, direction, coaching and feedback to achieve the learning objectives. •Assembles and distributes course materials and teaching aids •Operates audio visual equipment during training programs •Maintains administrative records related to training, such as schedules and rosters, and communicates this information through computer systems, files, or responding to phone or email inquiries. •Works with vendors and other third party sources to coordinate technical or professional training offerings Author Author - Christian Living / Inspirational Books Dec 2015 - Apr 2020 (4 years 5 months) Casino Club Royale Consultant Conduent Oct 2018 - Mar 2019 (6 months) Royal Caribbean Cruises Ltd Responsible for providing support and service to Royal Caribbean's Club Royale members and other potential cruisers wishing to participate/ enroll to the program to ensure maximum guest satisfaction. Responsible for promoting the success of Club Royale, by assisting guests through the membership process, and explaining the benefits of membership and details of on-going promotions Oshane Hines - page 5 and events. Creating and servicing Reservations for cruises with Club Royale Program, By Redeeming Guests complimentary cruises, applying special discounts and Loyalty Memberships. Career Snapshot: • Understanding Casino operations and Comp Program. •Ability to evaluate play and spends thus rendering comping decisions. •Servicing and Creating Club Royale VIP guest(s) cruise reservations including, but not limited to (Executive Rates, Direct Marketing, and Relationship Marketing), VIP event RSVP’s •Maintains a working knowledge of availability, qualifying criteria, ship's stateroom rates, types, locations, discounts, special features, information on all casino outlets, hours of operation, and various attractions, in order to advise guests of details upon request •Ensures guest complimentaries are in accordance with the casino guidelines. •Maintains a working knowledge of the Casino's onboard Royal Caribbean's Ship, as well as special up coming and past Casino Themed events onboard to provide the highest level of service to customers. •Enrolls new members into the Club Royale player programme as required. •Conduct guest call-backs to ensure satisfaction Cruise Reservation Representative Conduent Feb 2018 - Oct 2018 (9 months) Under the direction of a Reservations Supervisor, handles in-bound telephone calls from travel partners and/or direct guests for the purpose of providing general information regarding Royal Caribbean Cruises pricing and availability, and securing reservations. Services existing bookings and responds to customer inquiries or directs these to the appropriate resource. Complies with established protocols, procedures and quality assurance standards. Career Snapshot : *Answers in-bound telephone calls from travel partners and/or direct guests. Provides general information regarding Royal Caribbean/Celebrity Cruises products, services and promotions. Quotes prices and availability including cross-selling and up-selling. *Secures bookings.Services existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences. *Researches and provides information in order to accommodate special needs. *Enters required information into Royal Caribbean systems and maintains an accurate history of each reservation and any associated transactions. Uses multiple data base systems, internal computer programs and various computer-based resources. Oshane Hines - page 6 *Conducts basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests. Directs non-routine matters to the appropriate Royal Caribbean Cruise resource for special handling and resolution. *Complies with established industry and company protocols and procedures.Understands and complies with company quality assurance standards. *Attends required training classes, completes required on-line training courses and satisfies completion standards. May be assigned to special projects and may serve on employee committees. Assistant Accountant Kuyaba Beach Hotel & Restaurant Sep 2017 - Dec 2017 (4 months) Preparing financial documents such as invoices, bills, and accounts payable and receivable Completing purchase orders Financial data entry (using Quickbooks Online) Entering financial information into appropriate software programs: Quickbooks Managing day-to-day transactions Recording office expenditures Posting daily receipts Encoding accounting entries for data processing Sorting financial documents and posting them to the proper accounts Communicating with retail locations and third-party customers Handling cash Quality Coordinator Royalton Luxury resorts Jun 2017 - Jul 2017 (2 months) ●Conducting personal on-site Quality Assurance Inspection of the Hotel: Housekeeping Inspection Food & Beverage Inspection Kitchen Inspection Guest Service Inspection Front Office Inspection Entertainment Inspection Common Areas Inspection Security Inspection Oshane Hines - page 7 Bar Inspection Front Office Inspection Bell Desk Inspection Restaurant Inspection Lobby Inspection Spa Inspection Gym Inspection Buffet Inspection Pool & Deck Inspection General Restrooms Inspection Kid's & Teen Club Inspection Main Gate & Motor Lobby Inspection Shower Stall Inspection Housekeeping/Guest Room Inspection ●Creating a Quality Assurance Report of Audits done and broken down by specific departments and providing comments for each specific criteria ●Insert Digital Photos – To back up findings for each specific criteria ● Generating Trend Graphs – By Department providing at-a-glance results of Audit/Inspections conducted ●Determining staff training needs ●Recording, analysing and distributing statistical information ●Acting as a catalyst for change and improvement in performance and quality ●Analytical thinking ●Planning and organizing ●Enhanced communication skills ●In-depth knowledge of quality assurance standards ●Staying current with system information, changes and updates ●Maintaining a consistent updated records of all Quality Assurance Reports ●Monitoring the activities across all departments for Quality Assurance compliance ●Answering queries put forth by the staff for information on Quality Assurance standards ●Compiling reports together and preparing the required graphs and statistical reports for analysis by management at all levels. Oshane Hines - page 8 ●Interacting with others in a way that gives them confidence in ones’ intentions and those of the organization. Information Technology Associate Azul Sensatori Beach Resort Negril by Karisma May 2016 - Jun 2016 (2 months) Information Technology Hotel Management Respond courteously and efficiently to queries and problems from guests and system users. Responsible for smooth functioning and co-ordination of vendors for Guest Internet, Property Management Systems - PMS, Point of Sale - POS, IPTV, Telephony systems and other software vendors. troubleshooting hardware and software problems. Responsible for overseeing and handling network configuration, Servers, Workstations, Networking equipment, PABX, email accounts, and also support for the underlying server/desktop infrastructure. Responsible for overseeing and handling network configuration, Servers, Workstations, Networking equipment, PABX, email accounts, and also support for the underlying server/desktop infrastructure. Anti virus setup and day to day support. Responsible to ensure that IT Audit points are implemented as per relevant Standard operating Procedures. Keep updated with latest hotel technology and security risks on a regular basis. perform other IT or Systems related task assigned by management. Education University of the Commonwealth Caribbean (UCC) BSc. in , Networking with Cyber Security Jun 2021 - Jun 2024 Benefits/Offers of Programme : - CompTIA Security+ - CompTIA PenTest - CompTIA Cyber-Security - Analysis+ - CompTIA Linux+ - CompTIA Cloud+ - Cisco CCNA - Fortinet - Cybercrime Oshane Hines - page 9 - Malware Analysis - Reverse Engineering - Cryptography - Computer security - Ethical Backing and Penetration Testing - Advanced Security Practitioner Mannings School Caribbean Secondary Examination, English Language and Literature, General 2009 - 2014 Caribbean Secondary Examination 2014 ● English Literature ● English Language ● Agricultural Science ● Human & Social Biology ● Spanish ● Mathematics Petersfield Vocational Training Center (HEART) National Vocational Qualification Certificate, Customer Service Support/Call Center/ Teleservice Operation 2014 - 2015 ● 2015 Call/ Contact Centre Level 2 (National Vocational Qualification Certificate) Skills Customer Service • Training Facilitation • Creative Writing • Linguistics • Interior Design • Customer Relationship Management (CRM) • Makeup Artistry • Digital Publishing • Writing • Cyber-security Oshane Hines - page 10