T Mobile is a subsidiary of the German telecommunications company Deutsche Telekom AG with America's largest 5G network. Retained by T-Mobile following its merger with Sprint in April 2020. Direct the efforts of >1000 engineering and technical experts in >40 countries, operating a global wireline network. Drive continuing improvement in the quality and reliability of a best-in-class global tier 1 Internet network serving Fortune 500 customers. Drive development of a best-in-class, customer-first approach to issue management for T-Mobile’s nationwide Wireless network. Plan the operational aspects of a nationwide fixed broadband network.

Sprint was a global telecommunications company, subsidiary of SoftBank of Japan, and the fourth-largest mobile network operator in the US as of 2019. Drove continuous improvement in the customer experience with Sprint’s wireless and wireline networks. Clarified the customer focus while significantly enhancing cross-functional relationships as Sprint navigated a protracted (and successful) merger with T Mobile.• Developed a leadership team that optimized the performance of a large, globally dispersed center- and field-based workforce of >1600 engineering and technical experts in >40 countries, operating global wireline and wireless networks, including center and field-based teams serving 55 million customers. Optimized productivity, enhanced teamwork and lowered costs while playing a contributing role in positioning Sprint for acquisition by T Mobile in 2020.

Accelerated efforts focused on improving customer service and satisfaction, retaining the customer base and improving the company’s competitive position in the Wireless Telecom industry. Planned and directed the efforts of a global 50,000-agent customer service and tele sales organization. • Elevated customer satisfaction scores for > 20 million customers by 50% while taking Sprint from last to first for customer satisfaction in the wireless industry. Delivered significant savings by transforming the customer service model with best in class hiring, training, coaching, processes and tools.

Dramatically enhanced consumer customer service delivery to 30 million customers. Refocused the efforts of 20,000 agents operating out of 40 locations in 4 different countries following a merger with Nextel.• Built a world-class customer service organization as part of a new leadership team, including implementation of a far shore performance improvement plan. Proactively addressed an explosion in call volume precipitated by a billing changeover while opening an unprecedented 8 new call center sites with 6,000 agents in only 6 months to effectively absorb volume growth.

Substantially improved customer service, customer satisfaction and employee satisfaction across the company’s business markets. Built a world-class Customer Service organization with 4,200 agents operating across > 20 locations supporting a base of > 10M customers. • Restructured five disparate service organizations under a single management team committed to lowering costs, delivering an exceptional customer experience and providing Sprint business customers with a complete wireless and wireline product portfolio.

Developed and managed consumer and small business products for $3B business unit. Concurrently supported the company’s call center operations. Guided 250 professionals to enhance the customer experience with advanced technology.• Launched and operated a new nationwide local telephone service “Sprint Complete Sense”. Determined product functionality, guided ordering/provisioning of service, and managed vendor operations.

Provided leadership in strategic planning and directed all business development transactions for a $7B business unit. Developed and implemented strategies designed to grow the business both organically and inorganically.• Contributed >$2B in cash by driving the sale of the company’s Yellow Pages business prior to internet displacement of physical phone books. CAREER NOTES Early success in Sprint’s prestigious Executive Development Program. Rotated through roles including Procurement Manager (Finance Department), Market Development Manager (Multimedia and Online Services), Group Manager Network Engineering, and Director of Business Development. Later success as Director of Affiliate Management and as Executive Assistant to the Chairman and CEO of Sprint.