Karen Morales Email & Phone Number

Atlanta, Ga, Us

Betzdorf, Luxembourg, Lu

Cross functional leader, accelerating digital transformation to differentiate service experience for our customers

Betzdorf, Luxembourg, Lu

Betzdorf, Luxembourg, Lu

Responsible for Lifecycle Services for all products working cross-functionally to ensure customer touchpoints are optimized for efficiency and to ensure a seamless customer experience.

Mclean, Va, Us

Promoted to Sr. Manager of Network Operations in charge of the company’s global NOC with six direct/96 indirect reports; led hiring and ongoing training of the team. Fostered an environment of inclusion, promoted teamwork, recognized performance, and appreciated effort. Acted as a key point of escalation working directly with customers, vendors, sales, product management, field service, legal, and engineering teams. Evaluated risk of new products to provide critical feedback prior to operationalization. Led programmatic efforts regarding talent acquisition, professional development, operational plans, regular bench assessment, and pipeline planning.

Mclean, Va, Us

Served in a multi-discipline leadership role accountable for directing four diverse teams comprised of PMs, Customer Assurance, Customer Success, and Performance Management Advisors with emphasis on delivery of services; helped develop and build out the teams. Improved processes, procedures, and KPIs to ensure customer experiences were measurable; provided thought leadership for the development of customer on-boarding. Established and developed a Customer Assurance Advisor team tasked with ensuring an exceptional/white glove customer experience for all top-tier customers. Worked collaboratively with cross-functional teams to create training for customers; refined critical response process for high-impact customers and infrastructure events.

Mclean, Va, Us

Assumed role of the Director of Customer Service Operations to provide leadership, programmatic expertise, vision, direction, and objectives for the Customer Service Operations team within Network Operations. Drove Network Operations areas of radio frequency monitoring systems, network management systems, SharePoint, metrics, process improvement, new products interface, customer relations, system/ software development life cycle management, supply change management, vendor management and service delivery.  Led cross-functional initiatives that helped shape policies, processes, and enhanced customer experience.  Developed frameworks/guidelines that drove consistency, standards, data integrity, and operational excellence with a focus on streamlining business practices.

Mclean, Va, Us

Oversaw and managed a team of Engineers throughout multiple teleports; tasked with performance/cost analysis and standardizing processes/procedures. Worked closely with Network Engineering regarding provisioning, planning/proposals, data services, vendor management, supply chain management, system/ software development life cycle management, radio frequency/telemetry, tracking/control services, and teleport infrastructure systems. Led team to ensure program delivery of solutions for services. Led a multi-site Kratos software implementation for both domestic and international locations leveraging hybrid Agile methodology.  Collaborated with Network Engineering and other internal groups to ensure provisioning, strategic planning, processes, and sound financial business practices were met.

Mclean, Va, Us

In charge of all phases of infrastructure and media programs that included the budget and program staff interfacing with contractors, vendors, legal, supply chain management and customers. Acted as a key point of escalation between Intelsat and media partners; provided media program status to product management and executive leadership. Instrumental in the creation and implementation of new internal processes and procedures that resulted in the reduction of time that Engineers worked on projects by 15-20 days.  Led SOW development/contract negotiations with an average backlog revenue of $1.2M per project.

Mclean, Va, Us

Supervised a three-person logistics team and led common infrastructure for the Partner Teleport Program; accountable for a $13M annual budget. Directed logistics needs at the enterprise level for all infrastructure projects related to both international/domestic company-wide business. Directed multiple teams that provided program management for Teleport Operations initiatives such as training development, the Infrastructure End of Life Program, and the Quality Program.

Mclean, Va, Us

Served as the lead expert on quality assurance for Teleport Operations, managing all quality assurance programs and functions for the nine geographically diverse teleports of the company. This position included both a strategic role (developing models and frameworks for quality assurance based on corporate and departmental goals and direction) and an analytical role (gathering data, determining trends and making recommendations for improvements).

Mclean, Va, Us

A multi-disciplinary role which managed the main function of quality assurance across nine geographically diverse teleports. Developed frameworks, perform analytics, and assume all responsibilities for Quality Assurance Program within Teleport Operations. Included but not limited to Customer Care, Data Integrity, Metrics, Trending, Capabilities, Resource Mgmt., and Information Mgmt.

Mclean, Va, Us

Mclean, Va, Us

Master Of Business Administration (Mba), Management Of Technology

Bachelor Of Arts (Ba), Sociology & Anthropology

Education record

Innovation Of Products And Services