Katrina Edgington

Manages strategic utility client relationships and lead implementation of energy efficiency programs within Bidgely’s AI-powered energy platform. Acts as the main point of contact for customers post-sale, transitioning clients through onboarding and guiding engagement and long-term success with behavioral efficiency solutions. Partners cross-functionally with Product, Engineering, and Revenue teams to ensure successful project delivery and identify growth opportunities.

• Serve as primary liaison for six multi-year utility contracts to retain an average contract ARR of $750,000; translating program goals into actionable plans and maintaining consistent communication with key stakeholders and executive leadership
• Achieved average CSAT of 76%; track and report on KPIs during regular meetings and QBRs, identifying areas for growth or opportunities for improvement
• Guide customers through program requirements and regulatory compliance, offering technical and strategic support throughout the customer lifecycle and implementing Adaptive Program Management when appropriate
• Lead onboarding and rollout of new program features by coordinating internal and external teams to meet deadlines and exceed performance benchmarks
• Advocate for customer needs across internal teams by escalating feature requests and sharing user feedback that informs roadmap priorities
• Contribute to internal playbooks and process improvements to enhance scalability and ensure consistent service delivery across customer portfolios

Managed day to day operations and ticket resolutions for Customer Support team. Coached direct reports in weekly 1:1 meetings to remove resolution roadblocks and provide career development and support. Worked directly with customers for Tier 2 escalations, serving as a liason for executive leadership and contractor partners with homeowners. Specialized in process improvement for escalations and past-due account collections.

• Reduced average time to resolution for team by 30%, through effective time management coaching and proper resource allocation
• Created and led comprehensive trainings for over 65 employees between the Support and Sales organizations
• Presented summaries and collaborated with executive leadership, making recommendations to mitigate risk and cost spent on high-value project resolutions
• Partnered with Finance and Billing departments to identify past-due and non-paying accounts, increasing total current and active contracts by 10%

Responded to and promptly resolved tickets via phone and email for 1,000+ customers. Analyzed customer energy data to communicate performance of energy-efficiency improvements completed with contractor partners. Reviewed 20-year contract terms with customers post - project completion to ensure understanding of financial commitment and payment schedules. Provided a white-glove customer experience, offering proactive and creative solutions for both installation and billing related cases.

• Maintained an exceptional CSAT score of 4.93, as measured by Medallia Agent Connect
• Attended to an average of 35 - 50 customer tickets on a weekly basis, resolving 85% of tickets within 3 days
• Collaborated with Account Managers and Account Executives to determine appropriate steps to resolution for customer accounts
• Contributed to team knowledge hub with creation of 15+ articles with product knowledge and process outlines
• Acted as voice of customer, providing feedback on company marketing, sales process, partner relations and product defects to appropriate internal stakeholders

Oversaw all operations and ensured proper visual execution of company directives for $1.2 million volume store. Hired and managed a staff comprised of 3 department managers and 20+ sales associates. Set customer service standard and led team with a focus on employee engagement and creative freedom. Created store scheduling for all employees and ensured proper staffing during peak traffic. Collaborated with leaders across the Mid-Atlantic district, using KPIs and sharing best practices to drive sales on key products.

• Singular store in district to achieve an increase in revenue year-over-year, accomplished with high employee engagement and strong execution of visual merchandising
• Recognized top 5 out of 170+ stores for shrink reduction, exhibiting strong loss prevention standards
• Developed IDPs with SMART goals in collaboration with direct reports on bi-yearly basis, leading to promotions of 5 employees
• Planned and executed 3 store events, coordinating vendors, promotions and materials, resulting in at least a 15% net increase in revenue and an increase in conversion each event day

Ensured success of both the Men's and the Home department in partnership with Store Manager and Visual Manager. Participated in the recruiting, hiring and training of new sales associates and the development of Team Leaders. Leveraged weekly KPI metrics on product and class performance in volume and revenue to guide decisions on product placement updates. Led daily and seasonal meetings for team, setting tone of service expectations and product focus for upcoming day and/or season.

• Contributed to average store NPS of 92 by providing outstanding and personalized customer service and leading team by example
• Developed comprehensive product knowledge resources for employees to enhance their understanding and expertise, resulting in an increase in revenue for the Men's department
• Partnered with Visual Manager to execute 10+ floorsets, using company directives and location's unique customer profile to drive decision making
• Led onboarding for over 60 sales associates over the course of position tenure