Summary
Overview
Work History
Timeline
Generic

Natalie Raasch

Orlando,FL

Summary

Seasoned Operations Manager with 18+ years of experience leading customer support and vendor teams across tech

and service industries. Proven track record in optimizing workflows, managing vendor relationships, improving SLA/SLO

compliance, and driving operational efficiency through data analysis and strategic initiatives. Skilled in escalation

management, quality assurance, training development, and cross-functional collaboration with Product, Engineering,

and Support to drive scalable service excellence.

Overview

17
17
years of professional experience

Work History

Operations Manager, Global Continuous Improvement

Indeed
05.2022 - Current
  • Provide strategic leadership for an internal team of senior specialists and analysts managing the company's highest-tier escalations, including complex fraud, legal, and compliance issues, ensuring consistent delivery of exceptional service quality.
  • Lead end-to-end vendor partnership management for multiple outsourced servicing teams, overseeing operational performance, SLA/SLO adherence, and vendor communications to drive alignment with company goals and business priorities.
  • Serve as the primary liaison between internal teams and vendor partners, driving collaboration on capacity planning, headcount decisions, and service delivery improvements.
  • Own and continuously evolve the SLO Safeguard Program, a core operational framework ensuring vendor accountability and driving data-informed improvements to key performance metrics aligned with dynamic business needs.
  • Spearhead high-impact cross-functional initiatives using Jira and other tools to optimize workflows, streamline escalation processes, and improve service delivery across both internal and vendor teams.
  • Develop and implement scalable training, quality assurance, and knowledge management strategies to enable vendor teams to independently manage Tier 2 escalations and reduce internal operational load.
  • Represent Servicing leadership in strategic and executive-level planning sessions, shaping roadmap decisions and influencing customer policy improvements.
  • Champion a culture of continuous improvement, accountability, and team development, consistently earning top-tier management ratings and driving high engagement and performance across direct reports.

Team Leader Manager

Jeunesse Global Holdings
09.2021 - 05.2022
  • Supervised a team of 20+ specialists providing escalated support to distributors via phone, email, and live chat.
  • Conducted regular one-on-one coaching sessions, performance reviews, and team huddles to align with department goals.
  • Managed complex case research including billing discrepancies, fraud investigations, technical escalations, and account integrity issues.
  • Served as a liaison between the distributor support team and cross-functional departments to escalate site bugs and IT issues.
  • Represented the team in cross-departmental meetings, surfacing frontline trends and improvement opportunities.
  • Maintained SLOs by tracking contact center KPIs and adjusting workflows to ensure prompt, high-quality support delivery.

Customer Support Manager

Listia
06.2013 - 11.2019
  • Led a team of internal and international outsourced agents delivering customer support across email, social media, and help channels.
  • Interviewed, hired, and trained support agents; created all training materials and onboarding content.
  • Monitored quality performance and delivered coaching to uphold SLOs and elevate customer satisfaction.
  • Acted as liaison between the support team and Product, Engineering, and Marketing to advocate for customer pain points and platform improvements.
  • Provided technical support for high-complexity escalations including fraud, disputes, and payment issues.
  • Managed the social media team and strategy, including content planning, posting, and community engagement across Facebook, Twitter, and Instagram.
  • Owned and maintained knowledge management assets including FAQ content, Help Center articles, and Zendesk macros.

Training Supervisor

Rafter
12.2011 - 06.2013
  • Designed and delivered training programs for all new hires, including policies, systems, and Amazon seller account procedures.
  • Supervised teams of 15-20 new hires through onboarding and nesting phases.
  • Conducted QA reviews and provided coaching feedback to improve agent performance.
  • Provided B2B and technical support for educational software platforms, while partnering with Fraud and Operations on sensitive cases.
  • Led Amazon seller support operations and trained agents in compliance and platform-specific procedures.
  • Created and maintained training manuals and monthly performance reports for senior leadership.

Customer Support Team Lead

Consumer Cellular
11.2009 - 06.2011
  • Led training classes and mentoring groups of up to 30 new hires in a high-volume contact center.
  • Provided Tier-3 support for technical escalations and B2B service issues via phone and email.
  • Conducted quality monitoring and assisted with call coaching and feedback sessions.
  • Collaborated with vendors and technical partners to resolve external service issues and billing concerns.
  • Supported performance-based sales programs, consistently contributing to team bonus achievements.

Assistant General Manager

Quality Inn & Suites
12.2007 - 12.2009
  • Oversaw day-to-day operations of front desk, housekeeping, and maintenance departments.
  • Acted as General Manager in their absence, managing staffing, payroll, and vendor relations.
  • Recruited, hired, trained, and scheduled all hotel staff; created safety and operational training materials.
  • Managed hotel financial operations including inventory control, vendor procurement, and daily cash/bank
  • Motivated, trained, and disciplined employees to maximize performance.
  • Handled cash accurately and prepared deposits.

Timeline

Operations Manager, Global Continuous Improvement

Indeed
05.2022 - Current

Team Leader Manager

Jeunesse Global Holdings
09.2021 - 05.2022

Customer Support Manager

Listia
06.2013 - 11.2019

Training Supervisor

Rafter
12.2011 - 06.2013

Customer Support Team Lead

Consumer Cellular
11.2009 - 06.2011

Assistant General Manager

Quality Inn & Suites
12.2007 - 12.2009

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