Fall 2010 Commencement Speaker
Chief Service Officer, Sprint Nextel
Bob L. Johnson is chief service officer for Sprint. He is responsible for
overseeing all aspects of Customer Management, including Customer Experience,
Customer Care and Telesales. He is accountable for the end-to-end customer
experience across all key customer touch points, call volume reduction, customer
care operations, call center efficiency, and these lines of business within the
call center management structure: Consumer, Business Care, Wireline and Account
Services. He also leads enterprise-wide churn root cause and credit reduction
Before his role as chief service officer, Johnson served as Sprint’s regional
sales and distribution president for the Northeast, responsible for the wireline
and wireless business. Before that, he was senior vice president-National
Consumer Sales and Distribution.
An accomplished executive with 26 years in the telecommunications industry,
Johnson joined the company (Nextel) in 1998. He brings with him a strong
business background in sales, service, marketing and customer operations. Before
joining Nextel, he held a number of executive positions at Bell Atlantic Mobile
(Verizon), including executive vice president and chief operating officer for
Telezone Corp., a Bell Atlantic joint venture.
He received a bachelor of science degree from the University of Maryland and
serves as chairman of the Robert H. Smith School of Business. He is also a board
member of both the Northern Virginia Technology Council and the Washington
Redskins Leadership Council.