COLLEEN N. ARAGONA
Syracuse
Summary
Results-driven utility operations leader with 9+ years of progressive experience at National Grid overseeing customer contact operations, performance analytics, and process improvement initiatives. Proven ability to translate operational data into strategic insights that improve service levels, reduce escalations, and enhance customer experience. Recognized for cross-functional leadership, regulatory awareness, and driving sustainable workflow improvements in high-volume contact center environments.
Overview
9
9
years of professional experience
Work History
Senior Supervisor, Customer Contact
National Grid
Syracuse, NY
06.2022 - Current
- Provide leadership and performance oversight for Senior Team Leads and frontline teams in a high-volume contact center environment, ensuring KPI alignment, escalation management, and operational consistency.
- Leverage Power BI and SQL-based reporting to analyze contact center KPIs, identify performance trends, validate data integrity, and inform operational decision-making.
- Conduct structured root-cause analyses on escalations, repeat contacts, and workflow gaps, driving corrective action plans that improve first-call resolution and reduce operational risk.
- Lead cross-functional process improvement initiatives including redesign of escalation workflows and service order/FCR guides to enhance efficiency and standardization.
- Collaborate with Workforce Management, Digital, Billing, Metering, IT, and Operations to resolve systemic issues and support continuous improvement initiatives.
- Support system enhancements through testing, evaluation, and implementation feedback for Salesforce, PORT, and other operational platforms.
- Serve as a subject matter expert during system updates and process changes, supporting documentation, training, and change adoption.
Senior Representative, Customer Delivery
National Grid
Syracuse, NY
10.2016 - 06.2022
- Supported compliance and regulatory adherence for gas and electric operations, including emergency response protocols.
- Led onboarding and training initiatives to ensure operational readiness and adherence to company policies.
- Investigated and resolved escalated complaints, mitigating risk and maintaining customer trust.
- Utilized Salesforce and internal systems to manage service requests, billing inquiries, and emergency response procedures.
Revenue Cycle Management Associate (Concurrent Assignment)
National Grid
Syracuse, NY
07.2018 - 04.2019
- Conducted revenue assurance investigations and loss prevention reviews to ensure compliance with internal controls and regulatory requirements.
- Trained new hires in business procedures and system applications to promote operational consistency and compliance.
Education
Bachelor of Applied Science - Business Management
SUNY Oswego & Bryant & Stratton College
Skills
- Performance & KPI Management
- Root Cause Analysis
- Process Improvement
- SOP Development
- Cross-Functional Leadership
- Workforce Operations
- Escalation Management
- Regulatory & Compliance Awareness
- Change Management
- Operational Efficiency
- Power BI
- SQL Reporting
- Salesforce
- CSS
- PORT
- SharePoint
- Advanced Excel
- Microsoft 365
- PowerPoint
- OneNote
- Copilot
- GridGPT
Timeline
Senior Supervisor, Customer Contact
National Grid
06.2022 - Current
Revenue Cycle Management Associate (Concurrent Assignment)
National Grid
07.2018 - 04.2019
Senior Representative, Customer Delivery
National Grid
10.2016 - 06.2022
Bachelor of Applied Science - Business Management
SUNY Oswego & Bryant & Stratton College