• Manage three operational teams; (1) customer-facing care agents and call centers to drive best-in-class service, (2) quality control analysts to ensure Sarbanes-Oxley (SOX) key control compliance and bill accuracy, and (3) talent and development to connect employees to customers and business impacts through training and quality assurance.• Drive performance improvement through the remediation of complex issues and empowering people managers to act, grow, and innovate.• Plan, develop, and lead initiatives to ensure the reliability and integrity of workflow and operational efficiencies that evolve with changing business needs.

• Empower others to act with actionable insights that inform strategy readiness to enable new business initiatives• Raise the quality of thinking across the organization and challenge the status quo to drive a greater sense of alignment, accountability, and prioritization• Manage a team of subject matter experts leveraging industry best practices to pivot and evolve the business with changing customer, market, and employee demands• Foster a customer-centric culture by synthesizing qualitative and quantitative data and research, as measured by high Net Promoter Scores (NPS) and market share

• Lead, define and execute the net promoter strategy (NPS) to advance our organization’s engagement with customers and employees to improve customer experience (CX) and employee engagement (EX)• Develop and design cross-functional process improvements and tailored programs that promote a customer-centric culture, establishing best practices and measures of success• Pioneer solutions that foster business enhancements and support associated behavioral changes required for sustainable results through change management (ADKAR)• Partner with senior leadership to drive strategy and company culture by continuously connecting the dots between customer experience and employee engagement• Cultivate a more cohesive organizational approach to diversity and inclusion (D&I) through program management, research, education, and special projects such as Women in Power and the D&I Ambassador program

Load Response• Responsible for $3 million gross margin in renewals - consistently achieved above 90% customer retention• Managed client participation in the ISO New England Demand Response programs to ensure client satisfaction, retention and profitability; client event preparation and event performance evaluation, client communications/reporting and account reviews• Supported sales team; provided client program education, technical expertise, and managed company responses to Request for Proposals (RFP)• Founder, writer and publisher of the N E L R; an internal newsletter dedicated to improving awareness, product understanding and promoting best-in-class customer experience

Demand Response• Responsible for over $2 million gross margin in renewals - consistently achieved above 90% customer retention • Managed client participation in Demand Response programs to ensure client satisfaction, retention and profitability; client event preparation, event performance evaluation, client communications/reporting and account reviews • Liaison between new clients and CPower Project team to ensure smooth transition into the ISO New England Forward Capacity market• Supported sales team; provided client program education, developed site specific Curtailment Plans with client, supported contract renewals, managed company responses to Request for Proposals (RFP)

Demand Response• Account Management; managed customer experience in the ISO New England Demand Response program; including client event preparation, event performance evaluation, client communications/reporting and account reviews as required to ensure client satisfaction, retention and profitability• Project Management; coordinated client installation with contractors, enrolled clients into ISO New England Demand Response programs; 30 Minute Real-Time, On Peak Hours Resources, Forward Capacity Market• Accounts Payable and Accounts Receivable; Managed client payments, Channel Partner and Broker payments, Utility invoicing and day-to-day business finances• Operations; monitored client energy usage to ensure program compliance, troubleshoot program metering equipment with client and contractors• Sales support; business development research, pipeline tracking, prepared customized sales presentations, contracts and proposals