Marcia Ostransky
Omaha,NE
Summary
High-performing and detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively in fast-paced environments. Recognized for taking a proactive approach to identifying and addressing issues, with a focus on optimizing processes and supporting team objectives. Equipped with strong problem-solving abilities and a willingness to learn, poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Quality and Readiness Evaluator - IC2
LinkedIn
01.2022 - 11.2024
- Evaluated agent performance using combination of quantitative metrics and qualitative observations, providing feedback and coaching observations that led to measurable improvements in service delivery.
- Managed multiple high-priority projects simultaneously while maintaining strict deadlines and attention to detail.
- Enhanced customer satisfaction by analyzing service quality metrics and identifying areas for improvement.
- Monitored trends in customer interaction data, proactively addressing issues before they escalated into larger problems.
- Serve as trusted advisor to leadership, synthesizing insights from data trends to drive key strategic decisions and process adjustments that improve support quality and effectiveness and operational efficiency.
- Delivered presentations on findings from data analyses, highlighting areas where improvements could be made while also celebrating successes within the team or department.
- Supported operational goals through participation in cross-functional teams aimed at improving overall business performance.
- Spearheaded initiatives that led to improved service levels, incorporating both quantitative data analysis as well as qualitative evaluations from customers themselves.
- Ensured consistent adherence to company policies, procedures,
- Improved customer satisfaction by addressing and resolving quality issues promptly and professionally.
- Leveraged analytical tools (Qualtrics, Dynamics, Salesforce, Power BI, Tableau) to assess and report performance metrics.
- Special Projects: Natural Language Processing (NLP) Implementation Super User – Qualtrics® NLP software pilot user with responsibilities that included weekly feedback sessions with BPM to identify enhancements. Continuously leverage Qualtrics to explore quality and behavioral trends and well as serve as change champion, resulting on quicker adoption of tool by other users
ERG Site Lead
LinkedIn
04.2020 - 11.2024
- Led diversity and inclusion efforts by establishing and leading the Omaha Embrace chapter, developing strategies to engage talent and increase cultural awareness.
- Developed initiatives to foster inclusivity, conducting audience research and implementing tailored programs
Strategic Support Consultant II
LinkedIn
08.2017 - 01.2022
- Managed customer care support for a dedicated $30M revenue portfolio of Global Account Managers, ensuring high service levels and delivering data-driven insights to account teams.
- Collaborated with cross-functional teams to address complex client concerns and provide comprehensive solutions.
- Tailored support strategies to meet the unique needs of individual clients, promoting long-term success and client retention.
- Provided remote assistance for off-site clients through various platforms including telephone, email, chat, or screen-sharing tools as needed.
- Assisted in the development of knowledge base articles, empowering clients to find answers independently when possible.
- Established clear communication channels between internal teams and clients, facilitating seamless information exchange.
- Built sustainable relationships through effective account management
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Researched and identified solutions to technical problems.
- Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
- Maintained up-to-date knowledge of industry trends, ensuring the support team remained well-versed in best practices.
- Addressed billing issues
- Established strong relationships with key stakeholders, fostering open communication channels for enhanced cooperation.
- Championed process improvements through regular evaluations and recommendations, leading to overall better service delivery.
- Delivered against key customer service targets
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Strategic Support Consultant 1
LinkedIn
03.2017 - 08.2017
- Provided remote assistance for off-site clients through various platforms including telephone, email, chat, or screen-sharing tools as needed.
- Escalated critical incidents to higher-level support personnel when necessary for prompt resolution while maintaining clear communication lines with affected stakeholders throughout the process.
- Tailored support strategies to meet the unique needs of individual clients, promoting long-term success and client retention.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Listened to customers' questions and concerns to provide answers or responses.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Collected customer information and analyzed customer needs to recommend solutions and strategies
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Delivered prompt service to prioritize customer needs.
Customer Support Consultant
LinkedIn
10.2015 - 03.2017
- Provided empathetic support to customers during challenging situations, leading to increased trust and loyalty.
- Balanced multiple tasks simultaneously while still providing outstanding support, showcasing excellent time management abilities.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Provides support to LinkedIn Corporate Solutions’ clients based in LATAM, EMEA and NAMER
- Worked with Product Operations manager to directly influenced product enhancement in LATAM
- Understand cultural differences and adjust communication style to meet clients expectations
- Coached and empowered new Language reps globally
Media Account Executive
Omaha World-Herald
01.2013 - 01.2015
- Collaborated effectively across departments, ensuring seamless execution of integrated marketing campaigns.
- Used cold calling to reach out to local business owners needing new advertising products and services.
- Created and presented media and advertising packages to prospective customers.
- Developed strong client relationships through consistent communication and exceptional customer service.
- Contacted clients in person and on telephone to obtain feedback about services purchased.
- Used consultative sales techniques to pinpoint customers' advertising needs and close on short-term and long-term sales contracts.
- Increased sales average through prospecting for new business at networking events and cold calling.
- Made outbound calls to existing customers to upsell advertising packages.
- Developed sales leads and uncovered new business opportunities through prospecting and cold calling.
- Sold non-traditional advertising in niche publications, commercial publications, digital platforms, and direct mail formats.
- Prepared and delivered sales presentations to businesses to sell new advertising programs.
- Managed multiple accounts simultaneously, consistently meeting deadlines while ensuring attention to detail on all projects.
- Helped customers in determining design and layout of sold and spec ads.
Global Service Manager
West Corporation
01.2012 - 01.2013
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Proactively manage AT&T corporate global accounts, including Fortune 500 companies
- Worked closely with clients to identify any issue related to service, billing, and provisioning. Engage the appropriate team to resolve the issue quickly
Global Account Coordinator
Delasco
09.2008 - 12.2011
- Internal Medical Sales
- Market and sell over 7,000 medical products
- Communicate daily with English and non-English speaking physicians around the world
- Handle incoming calls from customers and potential customers, provide information and receive orders using GP to input data and sales orders
- Prevent , identify and resolve key customer logistics issues
- Participate in major medical-related trade shows to market and promote company products
Education
Bachelor of Science - Advertising
Universidade De Fortaleza
01.2007
Skills
- Problem-solving abilities
- Attention to detail
- Teamwork and collaboration
- Customer service
- Performance monitoring
- Performance assessment
- Active listening
- Adaptability and flexibility
- Relationship building
- Team building
Certification
- Unconscious Bias
- Learning GDPR
- Disney International College Program
- Managing Project Stakeholders
Languages
English
Portuguese
Spanish
Timeline
Service Quality and Readiness Evaluator - IC2
LinkedIn
01.2022 - 11.2024
ERG Site Lead
LinkedIn
04.2020 - 11.2024
Strategic Support Consultant II
LinkedIn
08.2017 - 01.2022
Strategic Support Consultant 1
LinkedIn
03.2017 - 08.2017
Customer Support Consultant
LinkedIn
10.2015 - 03.2017
Media Account Executive
Omaha World-Herald
01.2013 - 01.2015
Global Service Manager
West Corporation
01.2012 - 01.2013
Global Account Coordinator
Delasco
09.2008 - 12.2011
- Unconscious Bias
- Learning GDPR
- Disney International College Program
- Managing Project Stakeholders
Bachelor of Science - Advertising
Universidade De Fortaleza
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