Oksana

Oksana Moskal
Nea Makri, Greece | [відкрити контакти](див. вище в блоці «контактна інформація»)| [відкрити контакти](див. вище в блоці «контактна інформація») |
[відкрити контакти](див. вище в блоці «контактна інформація»)

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.