Open to opportunities

Tyshane Jones

@tyshanejones

Analytical customer support and operations leader specializing in fraud prevention, compliance, and process improvement.

Jamaica

Message

What I'm looking for

I’m looking for a role where I can use fraud prevention, compliance monitoring, and data analysis to protect customers and revenue. I want to lead teams, improve processes, and build systems that strengthen accuracy and efficiency.

I’m an analytical, results-oriented professional with over 4 years of combined experience in BPO operations, process management, and team leadership. I focus on accuracy, efficiency, and protecting financial integrity while keeping customer satisfaction high.

In my Customer Service Representative role (BPO), I managed and resolved 600+ customer cases monthly, specializing in billing discrepancies, account verification, and service-related fraud prevention. I identify irregular activity patterns, escalate potential fraud indicators, and analyze CRM and billing data to uncover systemic errors, then collaborate to implement process improvements.

I consistently achieved 85%+ Customer Satisfaction (CSAT) while meeting accuracy, compliance, and service KPIs. I’ve also served as acting team leader, supervising 15+ agents, conducting performance reviews, and coaching staff to meet quality benchmarks and operational goals.

Beyond BPO, I’ve overseen day-to-day operations and compliance in a restaurant setting, including inventory, procurement, and health/safety standards. Currently, as Director of Human Resources & Information Technology for a nonprofit, I manage member data, enforce conduct standards, and design digital systems to support internal operations, communications, and data security.

Experience

Work history, roles, and key accomplishments

Current

Director of HR and IT

Current

Seaview Renegades Non-Profit Group

Oct 2025 - Present (6 months)

Oversee member management, resource inventory, and IT systems for a structured community organization while enforcing the Code of Conduct through documented disciplinary actions. Manage secure member and instructor data, design internal digital systems for operations and communications, and maintain computer systems and network infrastructure for uninterrupted administrative efficiency.

Human Resources Operations IT Systems Administration Data Security Network Troubleshooting

Customer Service Representative

Optimum

Sep 2022 - Dec 2025 (3 years 3 months)

Managed and resolved 600+ customer cases monthly for telecom billing discrepancies, account verification, and service fraud prevention. Achieved 85%+ CSAT while supporting revenue protection through escalation of irregular activity patterns and CRM/billing data-driven process improvements.

Fraud Prevention Risk Mitigation Compliance Monitoring CSAT Team Leadership

Operations Officer

Luxury Lounge Restaurant

Jul 2020 - Aug 2021 (1 year 1 month)

Oversaw daily operations, logistics, and vendor coordination to improve workflow efficiency and service consistency. Managed inventory, procurement, and maintenance schedules while conducting data-driven performance reviews to support profitability and compliance with health, safety, and sanitation standards.

Operations Management Logistics Coordination Inventory Management Procurement Vendor Management Maintenance Scheduling Performance Reviews Process Improvement

Education

Degrees, certifications, and relevant coursework

Jose Marti Technical High School

6th Form Certification, Sixth Form

2021 - 2022

Completed 6th Form Certification at Jose Marti Technical High School (2021–2022).

Jose Marti Technical High School

High School Diploma, Secondary Education

2018 - 2021

Activities and societies: Leadership roles: Prefect; Senior Prefect.

Earned a High School Diploma at Jose Marti Technical High School (2018–2021), including CXC coursework such as English A, Technical Drawing, Mathematics (Level 3 Merit), and Customer Service & Engagement (Level 3).