About Karen

I spent 21 years at Nextel, Sprint, and T-Mobile helping Customer Care run better, through mergers and layoffs along the way. I map how employees and customers actually move through a process, find where it breaks, and lead the cross-functional work to fix it, from strategy through rollout.

I help enterprise organizations transform how they serve customers, especially in complex, omnichannel environments. I start with the customer journey: map the current-state experience, find where it breaks down, then build the roadmap and the program infrastructure to fix it. That means program plans, RAID logs, intake governance, escalation workflows, executive reporting, and tracking delivery health with KPIs like cycle time and resolution effectiveness.

My recent work includes leading digital self-service and IVR modernization for T-Mobile's Life Events and Account Access journeys (200+ journeys documented), co-owning the CX side of the T-Mobile/Sprint merger integration, and program-managing the shutdown of Sprint's legacy Care and Network organizations while migrating 10 million customer accounts.

I bring a Lean mindset to program delivery, workflow mapping, and continuous improvement. I also bring change management: training, documentation, and enablement that make new processes stick with frontline teams.