10 T-Mobile customer service leaders
Denise Vidal, Vice President Customer Service, heads this list of T-Mobile customer service leaders, who also lead customer care planning and strategy, loyalty and care operations, customer care sites and customer experience centers. A reader can learn how customer service leaders work at T-Mobile from people who have held the role.
Professionals to explore
Brian Kenyon
LinkedInExperience: Director, Customer Care · T-Mobile
Brian Kenyon has been Director, Customer Care at T-Mobile since January 2017, based in Madison, Maine, and describes leading a team of more than 600 professionals across Account Care, Technical Care and Virtual Retail. At T-Mobile, Brian Kenyon was also Senior Manager, Customer Care from 2016 to 2017 and Team Manager, Customer Care from 2008 to 2013.
Candice Mitchell-Smith
LinkedInExperience: Director-Customer Experience Center · T-Mobile
Candice Mitchell-Smith has been Director-Customer Experience Center at T-Mobile since April 2022, based in Grovetown, Georgia, and describes leading an organization of 700+ employees. At T-Mobile, Candice Mitchell-Smith was also Senior Manager-Customer Experience, Customer Care from 2018 to 2022 and Customer Service & Sales Manager from 2015 to 2018.
Chuck Lamb
LinkedInExperience: Vice President, Customer Care Planning and Strategy · T-Mobile
Chuck Lamb has been Vice President, Customer Care Planning and Strategy at T-Mobile since January 2018, based in Seattle, and the profile headline reads VP, Customer Care at T-Mobile. At T-Mobile, Chuck Lamb was also Sr. Director, Customer Care from 2014 to 2017 and Sr. Director, Business Analysis from 2013 to 2014.
Dan DiGirolamo
LinkedInExperience: Vice President, Loyalty and Care Operations · T-Mobile
Dan DiGirolamo has been Vice President, Loyalty and Care Operations at T-Mobile since October 2024, based in Alamo, California, and describes responsibility for customer retention strategies and execution. At T-Mobile, Dan DiGirolamo was also Vice President, Care Operations from 2015 to 2024 and Director, Customer Experience Center from 2005 to 2015.
Denise Vidal
LinkedInExperience: Vice President Customer Service · T-Mobile
Denise Vidal has been Vice President Customer Service at T-Mobile since December 2021, based in New York, and also lists a current Sr. Director, Frontline & Customer Experience row there from 2017. At T-Mobile, Denise Vidal was also Director of Customer Service Quality from 2015 to 2017 and Director of Retention from 2012 to 2013.
Derek Tackkett
LinkedInExperience: Director, Customer Care | Virtual Retail · T-Mobile
Derek Tackkett has been Director, Customer Care | Virtual Retail at T-Mobile since December 2024, based in Overland Park, Kansas. At T-Mobile, Derek Tackkett was also Senior Manager, Virtual Retail from 2023 to 2024, Senior Manager, National Care from 2022 to 2023 and Senior Manager Customer Care from 2017 to 2022.
James Gebing
LinkedInExperience: VP Customer Service & Sales Central Region · T-Mobile
James Gebing has been VP Customer Service & Sales Central Region at T-Mobile since June 2011, based in Colorado Springs, Colorado, and was General Manager at T-Mobile from 2004 to 2011. James Gebing was Executive Director General manager at TTEC from 1998 to 2004.
Jason LaChioma
LinkedInExperience: Director Customer Care · T-Mobile
Jason LaChioma has been Director Customer Care at T-Mobile since January 2026, based in Albuquerque, New Mexico. At T-Mobile, Jason LaChioma was also CEC Operations: Sr. Manager from 2020 to 2026, Interim CEC Operations Director in 2024 and Regional Operational Insights: Sr. Manager from 2016 to 2020.
Karen Viola
LinkedInExperience: Sr Director, Customer Care · T-Mobile
Karen Viola has been Sr Director, Customer Care at T-Mobile since January 1998, based in Albuquerque, New Mexico, and describes leading a customer care team in Albuquerque. Karen Viola was Director, Customer Service & Sales at Storybook Heirlooms Inc. from 1992 to 1998 and Sr Manager, Reservations at Suntrips from 1988 to 1992.
Michelle Morales
LinkedInExperience: Director Customer Care Operations · T-Mobile
Michelle Morales has been Director Customer Care Operations at T-Mobile since September 2020, based in Puerto Rico, and was Sr Manager Customer Service and Financial Care there from 2014 to 2020. Michelle Morales was Director of Operations at American Assist, Inc from 2008 to 2011.
Choose the right perspective
Match the person's area, such as care planning, loyalty and retention, or running a customer care site, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer care role at T-Mobile?
- 02How have you organized your care teams, and what would you change if you did it again?
- 03What has your own work taught you about developing frontline care leaders?
Reaching T-Mobile customer service leaders
How can I contact one of these T-Mobile customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 1 company: T-Mobile, based on profile data retrieved on October 25, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach T-Mobile customer service leaders?
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What if they don't reply?
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Can an AI agent ask one of these T-Mobile customer service leaders a question?
Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.