Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Oksana Mourad

Oksana Mourad

Customer Service And Technical Support Professional

Summary

Results-driven, experienced and detail-oriented professional with a strong background in technical support and customer service. Proficient in streamlining processes, managing data, and collaborating across teams to improve operational efficiency. Driven to use my skills and knowledge to deliver innovative solutions and create a meaningful impact. Actively seeking new career opportunities to apply my expertise.

Overview

17
17
years of professional experience
4021
4021
years of post-secondary education
3
3
Languages

Work History

Implementation Technician

Nextiva
03.2021 - Current
  • Ensuring a smooth and efficient transition for new users or customers integrating with a VoIP system;
  • Setting up new accounts from scratch as per customer's business needs;
  • Providing training on the system, education about available features;
  • Troubleshooting all initial technical issues, and ensuring overall customer satisfaction with the new VoIP setup.

Technical Support Representative

Nextiva
12.2020 - 03.2021
  • Assisted customers with the configuration, setup, and troubleshooting of VoIP devices and systems via phone calls, ensuring smooth communication and call quality;
  • Diagnosed and resolved a wide range of VoIP issues, including network-related problems such as double NAT, SIP ALG, insufficient jitter, latency, and packet loss;
  • Provided training sessions for customers to familiarize them with the VoIP platform and its features, empowering them to use the system effectively;
  • Troubleshooted and supported integrations between the VoIP system and third-party applications or CRM platforms;
  • Consistently achieved high rankings in monthly metrics, including average call duration, hold time, and quality assurance;
  • Escalated cases to engineers when outside the scope of technical support. Maintained updated knowledge of company products and services to provide excellent customer support.

Senior Airport Services Agent –Baggage Services

Emirates Airlines
08.2018 - 09.2020
  • Monitor baggage operations to make sure standards are followed;
  • Run shift reports to ensure all financial procedures are adhered to;
  • Actively perform duties of baggage services agent;
  • Deliver exceptional customer service to passengers, handle customers’ requests and complaints efficiently;
  • Ensure customer satisfaction at all times;
  • Keep knowledge of International regulations, company’s standards and procedures at all times;
  • Mentor and coach junior staff to ensure smooth operation of the shift.


Airport Services Agent – Baggage Services

Emirates Airlines
08.2016 - 08.2018
  • Provide exceptional customer service and being the last link in the passenger’s travel;
  • Attend passenger’s delayed, partial loss or damaged baggage or its contents;
  • Handle Premium class customers’ and VIP’s baggage concerns;
  • Continuously look at improving baggage handling, suggest procedures’ update to achieve efficient process.

Front Desk Agent

The Ritz-Carlton, Abu Dhabi, Grand Canal
08.2015 - 08.2016
  • Process of all guest check-ins by confirming reservation, securing guarantee, matching the room type as per guest preference;
  • Settle the bills, receive payments for the guests’ stay, event/conference;
  • Process necessary documentation for financial purposes, produced other daily reports;
  • Anticipate guests’ needs at all times, handle complains, resolve their incidents.

Guest Relations Agent

The Ritz-Carlton, Abu Dhabi, Grand Canal
02.2014 - 08.2015
  • Prepare special amenities and welcome letters for VIP guests;
  • Ensure guests’ complaints and/or feedback are acknowledged promptly and subsequent actions are taken in compliance with company’s policies and procedures;
  • Run daily reports, communicate with other departments for efficient solution of guests’ queries;
  • Prepared and delivered presentations about VIP guests to all hotel staff;
  • Actively promote and upsell hotel features and services.

Front Desk Shift Leader

Slavutych Hotel
12.2008 - 01.2014
  • Supervise and participate in all activities related to the process of rooming hotel guests;
  • Ensure financial procedures are adhered to by all reception personnel;
  • Ensure guests’ satisfaction with service and amenities/facilities provided;
  • Lead, motivate, coach and mentor members of the reception team, give constructive feedback to ensure high performance of the team;
  • Room allocation with the consideration of guest preferences, hotel occupancy, special events and season variations.
  • Number of Subordinates: 6

Front Desk Agent

Slavutych Hotel
03.2008 - 12.2008
  • Process of all guests check-ins by confirming reservation, securing guarantee, matching the room.
  • Settle bills, receive payments for the guests stay.

Education

MSc - Economics and Management

Kyiv Economic Institute of Management
Ukraine

Diploma - Hotel Management

Kyiv Hotel Management College
Ukraine

Skills

Microsoft Office 365

CRM Tools: Nextiva CRM, Salesforce

Go Integrator

Remote Support

Network

Opera and other Front Desk programs

Process all payments types (cash, credit cards, contactless, etc)

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Interests

Available upon request

Timeline

Implementation Technician

Nextiva
03.2021 - Current

Technical Support Representative

Nextiva
12.2020 - 03.2021

Senior Airport Services Agent –Baggage Services

Emirates Airlines
08.2018 - 09.2020

Airport Services Agent – Baggage Services

Emirates Airlines
08.2016 - 08.2018

Front Desk Agent

The Ritz-Carlton, Abu Dhabi, Grand Canal
08.2015 - 08.2016

Guest Relations Agent

The Ritz-Carlton, Abu Dhabi, Grand Canal
02.2014 - 08.2015

Front Desk Shift Leader

Slavutych Hotel
12.2008 - 01.2014

Front Desk Agent

Slavutych Hotel
03.2008 - 12.2008

MSc - Economics and Management

Kyiv Economic Institute of Management

Diploma - Hotel Management

Kyiv Hotel Management College

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Oksana MouradCustomer Service And Technical Support Professional