Open to opportunities

NATASHA CONGDON

@natashacongdon

Message

I lead after-hours operations, client escalations, and service process improvements.

United States

Message

What I'm looking for

I'm looking for an operations or client success role where I can lead teams, resolve client escalations, improve service processes, and use performance data to strengthen programs.

I'm currently leading after-hours operations at Vixxo, where I communicate with clients and vendors to resolve issues, maintain SLA compliance, and support a hybrid team in time-sensitive conditions.

Across Vixxo, RKB Facility Solutions, Cushman & Wakefield, and QSI, I've coordinated national client programs, managed escalations, tracked service requests, and improved workflows through cross-functional collaboration. I use feedback, performance trends, and recurring issue analysis to strengthen client support processes.

I've spent 20 years in customer-facing roles, including facility coordination, dental assisting, and retail management. My work is grounded in calm communication, accurate documentation, thoughtful problem solving, and dependable service under pressure.

I'm experienced in team scheduling, coverage planning, vendor coordination, CRM and internal systems, KPI tracking, and coaching teams on professional client communication.

Experience

Work history, roles, and key accomplishments

Current

After-Hours Operations Supervisor

Current

Vixxo

Jun 2025 - Present (1 year 3 months)

Maintains client and vendor communication to ensure issue resolution and SLA compliance. Manages a hybrid team, handles escalations, and implements process improvements.

Client Management CRM Systems Performance Analysis KPI Tracking Problem Solving Digital Communication Process Improvement