Jennifer Evans

About Jennifer Evans

I bring more than two decades of leadership experience across customer experience, operations, and business transformation. My career began in hotel and resort management, where I learned the importance of service excellence through hands-on roles in front desk, reservations, catering, and sales. That experience built the foundation for how I lead large, high-performing teams in the wireless industry today.At T-Mobile, I have led complex, multi-site operations supporting enterprise, government, and consumer customers through global partners across the United States, Latin America, and the Philippines. I have managed teams responsible for business development, call center operations, quality assurance, and training delivery, all focused on improving customer satisfaction, operational efficiency, and employee engagement.Throughout my career, I have designed and implemented process improvements that reduce costs, strengthen performance, and make work more meaningful for the people doing it. I apply Six Sigma Green Belt principles to identify opportunities, analyze outcomes, and implement changes that benefit both customers and the business. My leadership style is grounded in collaboration, clarity, and a genuine belief that great results come from empowered people. My goal is to create partnerships, design effective systems, and deliver operational excellence that helps our employees, our customers, and our company succeed.Specialties:Customer Experience Leadership • Global Partner Operations • Call Center Management • Process Improvement • Project Management • Six Sigma Green Belt • Business Development • Employee Engagement and Retention • Training and Onboarding • Vendor Management

Experience

1. Senior Manager, Operations Tfb Specialty

   T-Mobile

   Apr 2020 — Present · Bellevue, WA, US

   Directs the management of Specialty Operations, including partner support relationships and specialty lines of business to ensure that T-Mobile receives maximum results in terms of performance, quality, and reliability. Drive adherence to key performance metrics and engage in any accountability discussions for indices not meeting T-Mobile expectations. We execute the launch of new or additional business at partner locations through training and onsite or remote support to ensure launch success. Oversee the development of methods, techniques, and evaluation criteria to improve business processes continually. Maintain a high level of influence over business decisions made at our sites through strong relationship building. Develop a highly motivational environment for encouraging and rewarding innovation and creativity. Initiate and maintain cross-functional relationships with multiple internal groups to develop collaborative partnerships with peers and executive-level management. My team and I work closely with the TFB Implementation Teams to support complex activities and collaborate with internal and external partners to automate activities, enhance tools and refine procedures to improve the experience.

Education

• University of Arizona

  Master's of Education, Higher Education/Higher Education Administration

  2019 — 2021

• Western Washington University

  Bachelor of Arts, Minor: Psychology

  1989 — 1993

Skills

• Strategic Planning
• Call Center Management
• Outsourcing
• Cross-Functional Team Leadership
• Training
• Customer Satisfaction
• Human Resources
• Cms
• Training Delivery
• Call Centers
• Business Development
• Budgets
• Telecommunications
• Product Development
• Analysis
• Recruiting
• Change Management
• Quality Assurance
• Vendor Management
• Access
• Workforce Management
• Professional Communication
• Contact Centers
• Six Sigma
• Team Leadership
• Sales
• Project Management
• Operations Management
• Process Improvement
• Management
• Leadership
• Product Management
• Business Analysis
• Six Sigma Green Belt Trained
• Customer Experience
• Call Center
• Program Management
• Staff Retention
• Wireless Technologies
• Wireless