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Oksana
Service, Account, Project Manager, PCC specialist (TL, CSC)
- Age:
- 33 years
- City of residence:
- Lviv
- Ready to work:
- Other countries, Remote
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Oksana Moskal
Nea Makri, Greece | [open contact info ](look above in the "contact info" section)| [open contact info ](look above in the "contact info" section) |
[open contact info ](look above in the "contact info" section)
EXPERIENCE
SupportYourApp – USA, remote
Key Account Manager Dec 2023 – May 2024
● Maintained key client relationships with a 90% CSAT and 95% satisfaction in alignment
meetings.
● Achieved 95% issue resolution within 24 hours as primary client contact.
● Coordinated with internal teams for client solutions, improving support efficiency by 20%.
● Analyzed feedback for continuous improvements, increasing service quality ratings to 10/10.
SupportYourApp – USA, remote
Service Delivery Manager Jan 2022 – Dec 2023
● Drove a 95% customer satisfaction rate through effective policies and workflow assessments,
leading to 10-20% project expansion.
● Partnered with tech for omnichannel support and chatbots, cutting level 0–1 cases, improving
first response time by 30%, and boosting CSAT by 15%.
● Delivered actionable insights on UI/UX and knowledge base feedback to enhance user
satisfaction to 95%.
SupportYourApp – USA, remote
Customer Support Consultant Jul 2021 – Jan 2022
● Achieved 90% customer satisfaction in omnichannel support through expert product
knowledge and CRM proficiency.
● Reduced escalations, troubleshooting technical issues independently.
● Analyzed feedback for UI/UX improvements, contributing recommendations for enhanced
service.
Crystal Car Shipping – USA, remote
Customer Service and Sales Broker Feb 2021 – May 2021
● Provided accurate quotes, tracked orders, and maintained customer files with 100% accuracy.
● Participated in customer satisfaction training for enhanced service delivery.
D&Z Networks – Odesa, Ukraine
Manager, Assistant Director, PCC Jul 2019 – Dec 2020
● Expanded department from 1 to 50 employees within 10 months, overseeing recruitment,
training, and QA standards.
● Increased new customer acquisition by collaborating with leadership on strategic planning.
● Developed SOPs and onboarding programs, facilitating a positive workplace environment and
smooth operations.
Donetsk National Medical University – Kropyvnytskyi, Ukraine
Teacher of Biological Chemistry Sep 2017 – Jun 2019
● Taught Biochemistry, published research, and represented the university in medical
conferences.
Hospital – Kropyvnytskyi, Ukraine
Medical laboratory scientist Hospital Aug 2016 – Aug 2017
● Conducted laboratory assessments, maintained equipment performance, and led training for
staff development.
EDUCATION
ODESA NATIONAL MEDICAL UNIVERSITY – Odesa, UA Sep 2024 – Dec 2025
Master's degree – Management
DNIPROPETROVSK MEDICAL ACADEMY – Dnipro, UA Aug 2015 – Jun 2016
Specialist – Physician
LVIV NATIONAL MEDICAL UNIVERSITY – Lviv, UA Sep 2009 – Jun 2015
Specialist – Physician
ADDITIONAL
Hard Skills: Microsoft Office Suite, CRM (Zendesk, Intercom, Freshdesk, HubSpot, Shopify,
Zoho, Salesforce, Aircall etc.), Slack, ZoomShift, BambooHR, Jira, Trello, Asana, CPMS.
Soft Skills: Communication, Leadership, Critical Thinking, Collaboration, Emotional Intelligence,
Data Analysis, CRM Management, Project Management, Quality Assurance, Training and
Development, Reporting
Languages: Ukrainian (C2), English (C1), Spanish (A1), Polish (A2)
I hereby give consent for my personal data to be process for the purpose of conducting recruitment for the
position for which I am applying and of any future recruitment processes.
Nea Makri, Greece | [
[
EXPERIENCE
SupportYourApp – USA, remote
Key Account Manager Dec 2023 – May 2024
● Maintained key client relationships with a 90% CSAT and 95% satisfaction in alignment
meetings.
● Achieved 95% issue resolution within 24 hours as primary client contact.
● Coordinated with internal teams for client solutions, improving support efficiency by 20%.
● Analyzed feedback for continuous improvements, increasing service quality ratings to 10/10.
SupportYourApp – USA, remote
Service Delivery Manager Jan 2022 – Dec 2023
● Drove a 95% customer satisfaction rate through effective policies and workflow assessments,
leading to 10-20% project expansion.
● Partnered with tech for omnichannel support and chatbots, cutting level 0–1 cases, improving
first response time by 30%, and boosting CSAT by 15%.
● Delivered actionable insights on UI/UX and knowledge base feedback to enhance user
satisfaction to 95%.
SupportYourApp – USA, remote
Customer Support Consultant Jul 2021 – Jan 2022
● Achieved 90% customer satisfaction in omnichannel support through expert product
knowledge and CRM proficiency.
● Reduced escalations, troubleshooting technical issues independently.
● Analyzed feedback for UI/UX improvements, contributing recommendations for enhanced
service.
Crystal Car Shipping – USA, remote
Customer Service and Sales Broker Feb 2021 – May 2021
● Provided accurate quotes, tracked orders, and maintained customer files with 100% accuracy.
● Participated in customer satisfaction training for enhanced service delivery.
D&Z Networks – Odesa, Ukraine
Manager, Assistant Director, PCC Jul 2019 – Dec 2020
● Expanded department from 1 to 50 employees within 10 months, overseeing recruitment,
training, and QA standards.
● Increased new customer acquisition by collaborating with leadership on strategic planning.
● Developed SOPs and onboarding programs, facilitating a positive workplace environment and
smooth operations.
Donetsk National Medical University – Kropyvnytskyi, Ukraine
Teacher of Biological Chemistry Sep 2017 – Jun 2019
● Taught Biochemistry, published research, and represented the university in medical
conferences.
Hospital – Kropyvnytskyi, Ukraine
Medical laboratory scientist Hospital Aug 2016 – Aug 2017
● Conducted laboratory assessments, maintained equipment performance, and led training for
staff development.
EDUCATION
ODESA NATIONAL MEDICAL UNIVERSITY – Odesa, UA Sep 2024 – Dec 2025
Master's degree – Management
DNIPROPETROVSK MEDICAL ACADEMY – Dnipro, UA Aug 2015 – Jun 2016
Specialist – Physician
LVIV NATIONAL MEDICAL UNIVERSITY – Lviv, UA Sep 2009 – Jun 2015
Specialist – Physician
ADDITIONAL
Hard Skills: Microsoft Office Suite, CRM (Zendesk, Intercom, Freshdesk, HubSpot, Shopify,
Zoho, Salesforce, Aircall etc.), Slack, ZoomShift, BambooHR, Jira, Trello, Asana, CPMS.
Soft Skills: Communication, Leadership, Critical Thinking, Collaboration, Emotional Intelligence,
Data Analysis, CRM Management, Project Management, Quality Assurance, Training and
Development, Reporting
Languages: Ukrainian (C2), English (C1), Spanish (A1), Polish (A2)
I hereby give consent for my personal data to be process for the purpose of conducting recruitment for the
position for which I am applying and of any future recruitment processes.
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The candidate's resume is posted at https://www.work.ua/resumes/12537077/