Michaela Riley

Senior Business Architect at T-Mobile | Issaquah, Washington, United States

About Michaela Riley

Michaela Riley serves as a Senior Business Architect at T-Mobile, where she leverages her extensive expertise in strategic analysis and process improvement to enhance the end-to-end customer journey within the Wholesale division. With a strong focus on cross-functional workflow improvement, Michaela is adept at identifying inefficiencies and implementing solutions that not only streamline operations but also boost team morale and optimize resource allocation. Her metrics-driven approach allows her to proactively foresee potential issues, ensuring that both internal and external customers receive the highest level of service.

One of Michaela's key projects involved the development of comprehensive qualitative and quantitative customer support metrics. By analyzing these metrics, she successfully pinpointed critical areas for improvement, leading to a significant reduction in response times and an overall enhancement in customer satisfaction. Her leadership in facilitating Kaizen and mapping events has been instrumental in fostering a culture of continuous improvement, empowering teams to collaborate effectively and innovate processes.

Michaela's skills in Six Sigma methodologies, combined with her experience in program management and strategic planning, enable her to drive impactful change across the organization. As a confident public speaker and skilled trainer, she excels in delivering engaging presentations and instructional design, equipping global partners with the tools they need to succeed. Her commitment to excellence and her ability to lead with data make her a vital asset to T-Mobile, as she continues to champion initiatives that elevate operational efficiency and customer experience.

Michaela Riley Work