MICHELLE L. ALDRIDGE
West Chester,PA
Summary
Dynamic leader in Customer Experience, Operations, and Enablement with 29 years of progressive expertise in transforming multi-state service organizations. Proven track record of elevating customer satisfaction and developing scalable systems within high-volume, unionized environments. Renowned for crafting comprehensive service strategies, modernizing workflows, and fostering collaboration among product, digital, operations, and frontline teams to ensure consistent delivery of exceptional customer experiences. Skilled in leveraging customer insights to drive operational enhancements, establish enterprise enablement systems, and achieve significant improvements in CSAT, FCR, accuracy, and workforce capability.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Care
EXELON – PHI
01.2017 - Current
- Managed customer support operations for 265 employees across four states, improving satisfaction scores by 10%
- Directed a $15M operating budget, increasing first-contact resolution by 12% across high-volume sites (25K daily calls)
- Implemented enterprise enablement systems, improving process accuracy by 15%
- Integrated KPI dashboards tracking 10 metrics, improving execution consistency and reducing operational risk
- Leveraged insights from five complaint channels to increase customer engagement by 15%
- Implemented AI-driven workflows, reducing process time by 20%
- Strengthened coaching and performance frameworks to improve service delivery consistency across teams
- Led cross-functional teams to enhance operational efficiency and reduce costs.
Manager, Business Operations
EXELON – PECO
01.2014 - 01.2017
- Directed a 200+ seat union call center supported by 15 supervisors, ensuring consistent service delivery and operational stability
- Led QA and process improvement initiatives that enhanced service quality and workforce capability
- Established Knowledge Warehouse and Job Card Standards, generating $500K in savings and improving operational accuracy
- Developed Exelon Utilities quality framework adopted across PECO, BGE, ComEd, and PHI
- Built scalable operational frameworks later implemented across utility organizations
- Partnered across utilities to align CX standards and leadership development
- Streamlined operational processes to enhance efficiency across multiple departments.
Manager, Operations Planning & Analysis
EXELON – PECO
01.2010 - 01.2014
- Improved service quality by 14%, generating annual cost savings
- Scaled core systems, improving efficiency by 18% across operations
- Increased service levels from 72% to 83% through workforce planning and redesign
- Developed dashboards supporting data-driven decision-making for 200+ employees
- Directed training programs that strengthened staff capability and performance outcomes
- Analyzed operational data to identify trends and improve cross-departmental decision-making
- Optimized communication processes between teams, improving collaboration and execution outcomes
- Developed and implemented strategic initiatives to optimize resource allocation and reduce costs.
Earlier Roles
Exelon - PECO
2000 - 01.2010
- Progressive leadership roles across Quality Assurance, Process Improvement, and Coaching, focused on elevating service quality, strengthening workforce capability, and improving operational performance. Built foundational systems, standards, and coaching practices that later scaled across Exelon Utilities.
Skills
- Customer Experience Strategy
- Multi-Site Operations Leadership
- Organizational Change Management
- Workforce Enablement & Team Leadership
- Performance Management & KPI Governance
- Process Optimization & Workflow Improvement
- Digital Adoption & Transformation
- Voice of Customer Programs
- Project Portfolio Management
- Analytics & Dashboarding Tools
- AI-Assisted Workflows
- Customer Relationship Management (CRM) Systems
- Knowledge Management Platforms
- Training & Quality Assurance Systems
Accomplishments
- Standardized operations across four states spanning five customer-facing sites, five call centers, and two outsourcing partners, improving consistency and service delivery
- Built CX scorecards linking CSAT, FCR, AHT, and Quality to performance accountability and leadership decision-making
- Redesigned customer satisfaction measurement model, improving survey accuracy and aligning feedback with customer expectations
- Implemented scalable workflows, KPI dashboards, and coaching frameworks, improving efficiency and resolution quality across operations
- Developed onboarding, training, and certification programs that reduced ramp time while improving quality and resolution accuracy
- Presented CX insights and KPI performance to senior leadership, influencing enterprise prioritization and operational decisions
Certification
- Bachelor of Arts, Psychology — Rosemont College
- Lean Six Sigma Certification – Villanova University
- KPMG Women's Executive Leadership Program
Community Leadership
- Book Donation Lead (8 years) — Christiana Hospital NICU
- Card Program Volunteer (9 years) — Delaware Hospital for the Chronically Ill
Timeline
Senior Manager, Customer Care
EXELON – PHI
01.2017 - Current
Manager, Business Operations
EXELON – PECO
01.2014 - 01.2017
Manager, Operations Planning & Analysis
EXELON – PECO
01.2010 - 01.2014
Earlier Roles
Exelon - PECO
2000 - 01.2010