Elizabeth Aldridge, Cpbpm Email & Phone Number

Phoenix, Arizona, United States

- Engage with cross-functional teams to implement CRM platform structure that integrates seamlessly across system platforms, captures required information at key points in the customer life cycle and aligns with strategic vision.- Manage the planning and delivery of CRM strategy across all DEB sales channels to encourage customer retention, drive sales adoption, improve customer loyalty and increase operational efficiency.- Manage inclusion and delivery of benefits from improvement initiatives and timelines. Provide on-going executive updates while highlighting risks/barriers to execution.- Work with sales and sales leaders to manage the quality and consistency of sales-owned data capture within CRM throughout customer life cycle. Develop metrics/analytics to measure data hygiene performance within various sales channels.

• Manage team of 20+ Sales Support Specialists across NJ, PA, TX, OH, IL and CA office locations. Responsible for ensuring team of Specialists provide accurate and timely support services in order to facilitate increased sales rep productivity. Support services include price set-up, credit submission, contract generation, contract package processing, and other value add services in support of the sales representative.• Represent West Sales in cross-functional change initiatives impacting Sales organization, including our multi-year, multi-million dollar platform projects (CRM, Power & Natural Gas)• Manage inclusion and delivery of benefits from improvement initiatives and timelines and provide on-going executive updates while highlighting risks/barriers to execution• Define and recommend initiatives for prioritization to drive a step change in West Sales and West Sales Support performance • Collaborate with relevant stakeholders to define key performance indicators to measure sales operational effectiveness and provides on-going insight into trends or recommendations for improvement• Effectively uses communication channels to provide business updates and develop ‘simplify and streamline’ culture for increasing customer experience

Greater Pittsburgh Area

-Manage a team of 13 analysts responsible for delivery of timely and accurate contracts in support of the Sales efforts across all US regions for Direct Energy Business- Engaged on a variety of strategic, operational initiatives related to pricing, deal execution and contract delivery including streamlining and improving existing processes-Responsible for maintaining smooth functional operation of booking, enrollments, drops and credit, as measured by internal Key Performance Indicators, both tactically (e.g., providing support for other regions as need arises) as well as strategically (e.g., implementation of process and system enhancements, and making recommendations to upgrade the supporting infrastructure and ensure alignment with other business functions and processes).-Support efforts related to business strategy. Provide data, commentary, expertise to the direction of the business, lessons learned and overall steps to achieve financial / operational plan.

- Manage US gas customer pricing and coordinate bids with multiple direct and indirect sales teams- coordinate with upstream group to ensure competitive pricing- Manage contract booking and enrollments for all C&I gas customers in US- Work with cross functional groups on new product offerings, new market entries, non standard offerings, contract language negotiations and M&A assessments

-Maintain Northeast Gas customer portfolio-Coordinate new product offerings, RFPs, non-standard deals, large customer deals- Manage data validation, minimum margin requirements, contract bookings, layered conversions

Developed functional understanding of pricing operational systems in the New England and New York natural gas markets. Restructured the New York market cost curves and pricing models. Assisted NE regional director in restructuring the New England market cost curves and pricing models. .Worked across organizational groups to develop contract language, special provisions, pricing components and risk assessments for new product offerings.Gained proficiency in reviewing and understanding LDC and pipeline tariffs, rates, and dockets for use in new market analysis, pricing updates and asset modeling.

Provided a weekly macroeconomic summary of important market reports for various heads of business within Direct Energy.Ensured effective risk controls by validating hedge positions and providing daily risk report of customer accruals, trades and profit information for US gas and power markets.

Utilized Ice trading platform to compile daily price data and analyze historical price data within the MIMIC software program.Developed/maintained an automated morning fundamental packet summarizing current and historical market conditions and trends for use by the traders on a daily basis.Gained an in-depth understanding of various trade types and hedging strategies with respect to the Northeast Power Markets.

Researched current oil, natural gas, coal and electricity reserves and projects in various European countriesAuthored country analysis briefs for publication on the DOE websiteAttended conferences and senate hearings related to international energy issues

B.A., Economics, Political Science

Activities and Societies: Gamma Chi Delta, Chamber Singers, Political Science Research Assistant

Masters Certification, Business Process Management

business and technology drivers of BPM, how to identify process opportunities, developing strategic business cases for improvement.

B.A, Political Science And Economics