Matthew Ostrow

About Matthew Ostrow

Achievement-oriented professional with recognized success leading teams through multiple projects and initiatives to consistently achieve top performing results. Offers 7 years of progressive helpdesk/call center experience with expertise in managing technical and customer service call centers, process improvements, project management, quality assurance and workforce management.

Experience

1. Manager of Product Support

   UKG

   Dec 2025 — Present · Maitland, FL, US

   Lead a high-performing team delivering front-line Product Support for UKG Ready customers, achieving an average of 93% ISAT and 90% OSAT from October 2023 to CCM launch—surpassing the WFR average of 92% ISAT and 89% OSAT.• Oversee daily operations including staffing, managing LOA situations, metrics analysis, training, and shift planning to optimize support delivery.• Resolve escalated customer issues with urgency and strategic action planning, maintaining trust and confidence in UKG’s service.• Foster a culture of empowerment by identifying and removing barriers to success, and equipping team members with essential tools.• Collaborate with fellow managers to align resources with customer needs and drive organizational success.• Coach team members for peak performance and career growth, with team members averaging 112 case closures per rep during the same period.• Implement creative support solutions and partner with Product and Engineering teams to enhance service outcomes.• Monitor productivity and time management across support representatives to ensure consistent performance.• Participate in hiring and onboarding processes to build a strong, capable support team, successfully onboarding five new Product Support Representatives and integrating them into a productive and customer-focused environment.• Provide occasional after-hours support through on-call rotation to maintain service continuity, including picking up additional shifts to support fellow managers.• Support CCM operations by analyzing metrics, managing escalations, and advocating for team needs in strategic planning.• Champion employee engagement as Maitland Office Ambassador, Fun Committee Chair, and backup Office Manager.

Education

• Tidewater Community College

  Associate of Science - AS, Social Sciences

  2018

• Old Dominion University

  Bachelor of Science - BS, Multi/Interdisciplinary Studies

  2012