Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Oshane Blake

Spanish Town,Saint Catherine

Summary

Seasoned specialist offering years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of qa terms, tools and methodologies. Committed to improving overall business processes.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Roadside Assistance Specialist

Arise Virtual Solutions (Jamaica) Limited
Remote
08.2024 - 05.2025
  • Assist customers in need of roadside services, including towing, jump starts, tire changes, fuel delivery, winch-outs, and vehicle lockout assistance.
  • Gather and verify essential customer and vehicle information to ensure accurate service dispatch.
  • Place outbound calls to service providers and partners to coordinate timely roadside assistance.

Support Coach

Alorica
Half Way Tree, Kingston
03.2024 - 05.2024
  • Handle escalated contacts from agents assigned to my team.
  • Organize, schedule meetings with teams.
  • Monitor the queue workload, agent availability, and other key metrics in real-time.
  • Educate new hires how to navigate system tools and about the client’s policies.

Billing Service and Sales Agent

Alorica
Half Way Tree, Kingston
01.2023 - 02.2024
  • Tasked with being the primary point of contact for Verizon Wireless customers, handling billing inquiries and resolving account wide promotional errors.
  • Addressed customer concerns professionally, providing accurate account information and ensuring satisfaction.
  • Promoted and sold additional services such as insurance, home internet, post paid plans, and other consumer electronic devices.
  • Handle escalated contacts from agents assigned to my team.
  • Organize, schedule meetings with teams.
  • Monitor the queue workload, agent availability, and other key metrics in real-time.
  • Educate new hires how to navigate system tools and about the client's policies.

Engagement Coordinator

Ibex Global
Portmore, St. Catherine
08.2022 - 11.2022
  • We planned an event for March 8th to promote awareness and advocacy about the contributions of women globally, while providing a platform to share stories of success and resilience, inspiring others to do the same. Members wore purple.
  • Implemented a system to reward and recognize outstanding performance on the production floor to boost morale and motivation, displaying the names and photos of the best-performing agents on a recognition board.
  • Organized a 'school pride' day, encouraging agents to represent their past schools by wearing ties, uniforms, or anything from their alma mater, while maintaining a professional appearance.
  • Agents awarded the most ASAT within a particular timeframe were given a snack of their choice, based on availability, along with other events.

Technical Support Agent

Ibex Global
Portmore, St. Catherine
06.2022 - 08.2022
  • Delivered phone-based technical support to Amazon customers for devices including Kindle, Fire Tablet, Fire TV, and Alexa.
  • Diagnosed and resolved hardware and software issues, providing step-by-step guidance to customers.
  • Escalated complex cases to higher-level support teams to ensure prompt resolution.

Sous Chef

Tony's Restaurant
Spanish Town, St. Catherine
12.2020 - 04.2022
  • Assists the Head Chef in managing the overall kitchen operations.
  • Prepares and cooks menu items according to recipes and quality standards.
  • Collaborates with the Head Chef in creating and refining menu items.
  • Involvement in ordering ingredients and supplies.
  • Assists in training new kitchen staff on procedures and techniques.
  • Addresses and resolves any issues that arise in the kitchen.
  • Ensures kitchen equipment is in good working order and reports any malfunctions.

Waiter

Tony's Restaurant
Spanish Town, St. Catherine
08.2020 - 11.2020
  • Handles customer complaints and concerns professionally and efficiently.
  • Answers questions about menu items, ingredients, and preparation methods.
  • Clears tables promptly after guests have finished.
  • Processes payments accurately using various methods (cash, credit cards, etc.).
  • Informs management of any issues or concerns.
  • Maintains thorough knowledge of all menu items, ingredients, and daily specials.
  • Adheres to safety and hygiene regulations.

Education

Diploma of Practical Nursing -

Distinction College
12-2023

High School Diploma -

Eltham High School
07-2020

Skills

  • Excellent interpersonal skills
  • Knowledge of Microsoft Suite apps
  • Proficiency in omnichannel communication tools
  • Critical thinking
  • Strong self-management skills
  • Sales
  • Knowledge in using CRMs
  • Graphic designer
  • Technical troubleshooting
  • Problem solving
  • Roadside assistance coordination
  • Coaching and mentoring
  • Event planning
  • Team recognition
  • Customer account management

Certification

EF SET English Certificate, 72/100 (C2 Proficient), 03/01/25

Languages

English
First Language
French
Upper Intermediate (B2)
B2

References

References available upon request.

Timeline

Roadside Assistance Specialist

Arise Virtual Solutions (Jamaica) Limited
08.2024 - 05.2025

Support Coach

Alorica
03.2024 - 05.2024

Billing Service and Sales Agent

Alorica
01.2023 - 02.2024

Engagement Coordinator

Ibex Global
08.2022 - 11.2022

Technical Support Agent

Ibex Global
06.2022 - 08.2022

Sous Chef

Tony's Restaurant
12.2020 - 04.2022

Waiter

Tony's Restaurant
08.2020 - 11.2020

Diploma of Practical Nursing -

Distinction College

High School Diploma -

Eltham High School

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Oshane Blake